PM (ATC) Professional
- Virtusa
- 5 - 10 years
- Hyderabad
- 21 days ago
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Job Description
Responsibilities
- Lead contact center modernization initiatives from Avaya platforms to Amazon Connect
- Assess current-state contact center operations and define future-state business and CX strategies
- Translate business requirements into modernization roadmaps and solution recommendations
- Advise on adoption of Amazon Nova powered AI use cases (virtual agents, agent assist, automation)
- Facilitate stakeholder workshops and support executive decision-making- Partner with technical teams to ensure solutions align with business outcomes
Required Qualifications
- 5+ years of experience in business consulting and contact center transformation-
- Strong knowledge of contact center operations and CX metrics- Hands-on experience with Avaya contact center solutions
- Experience with Amazon Connect and cloud-based contact center models- Excellent stakeholder management, communication, and facilitation skills
Preferred Qualifications
- Experience with Amazon Nova or generative AI in customer service- Knowledge of AWS services supporting contact centers
- Consulting experience in regulated or high-volume contact center environments- MBA or equivalent business/technology education
Job Classification
Industry: BankingFunctional Area / Department: Project & Program ManagementRole Category: Technology / ITRole: IT Project ManagerEmployement Type: Full timeContact Details:
Company: VirtusaLocation(s): Hyderabad+ View Contact
Keyskills: support executive contact center solutions generative ai customer service ai contact center cloud automation operations use cases stakeholder management business consulting business technology aws aws services
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