Virtusa Recognized as Global Leader in Gen AI Services by ISG Provider Lens® - Read report

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Tech Lead

Hyderabad, Andhra Pradesh, India
Posted on: 29-12-2025
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Job description

Responsibilities
- Define and lead the GenAI strategy for contact center modernization initiatives
- Identify, design, and prioritize AI use cases across customer self-service and agent experience
- Lead implementation of Amazon Nova–powered solutions including virtual agents, agent assist, summarization, and automation
- Partner with business, CX, Avaya, and AWS teams to integrate GenAI capabilities into Amazon Connect workflows
- Establish AI governance, security, and responsible AI practices
- Measure and optimize GenAI impact on CX, agent productivity, and operational efficiency

Required Qualifications
- 8+ years of experience in AI, digital transformation, or contact center technology
- Hands-on experience delivering GenAI solutions in customer service or contact centers
- Strong knowledge of Amazon Nova, generative AI architectures, and LLM-based solutions
- Experience integrating AI with Amazon Connect or similar cloud contact center platforms
- Ability to translate business requirements into scalable AI solutions

Preferred Qualifications
- Experience with Avaya contact center environments (on-prem or hybrid)
- Knowledge of AWS AI/ML services supporting contact centers
- Experience defining AI governance and compliance frameworks
- Advanced degree in Computer Science, Data Science, or related field

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 Key job details

Primary Location
Hyderabad, Andhra Pradesh, India
Job Type
Experienced
Primary Skills
Gen AI, Generative AI, IVA
Years of Experience
7
Travel
No
Job Posting
29/12/2025

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About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

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Awards and recognition

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2023
UK’s Best Workplaces in Tech
2023
UK's Best Workplaces for Wellbeing 2023
2022
Virtusa Earns 2022 Great Place To Work Certification
2017-2022
Candidate Experience (CandE) Awards
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