Virtusa logo

Tech Lead

8 - 13 years

8 - 12 Lacs

hyderabad

Posted:-1 days ago| Platform: Naukri logo

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Skills Required

compliance generative ai ai solutions customer service ai llm contact center ai governance cloud automation data science use cases design contact center technology cloud contact center aws digital transformation ml

Work Mode

Work from Office

Job Type

Full Time

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 Novapowered 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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