Virtusa Corporation

Technical Business Analyst/Lead - IVR & Google CX Agent Studio (Google CX AS)

Virtusa Corporation • $120K — $145K *
New York, NY 10025In-Person
Information Technology
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years of experience in IVR, Conversational AI, and Contact Center technologies.
  • Strong hands-on experience with Google CX Agent Studio (Google CX AS).
  • Proven experience designing and implementing Agentic AI workflows.
  • Proficiency in Python, REST APIs, microservices, and enterprise integrations.
  • Experience integrating with CRM, Billing, BSS, OSS, Order Management, and Contact Center platforms.
  • Strong understanding of conversational design, dialog management, and customer experience automation.
  • Excellent analytical, stakeholder management, communication, and leadership skills.

Responsibilities

  • Lead the design and implementation of IVR and Conversational AI solutions using Google CX Agent Studio.
  • Gather, analyze, and translate business requirements into scalable technical solutions.
  • Design and implement Agentic AI workflows and conversation orchestration.
  • Design backend integrations using REST APIs, microservices, and Python.
  • Integrate AI solutions with CRM, Billing, BSS/OSS, Order Management, and Contact Center platforms.
  • Collaborate with business stakeholders, architects, and development teams throughout the SDLC.
  • Mentor development teams and provide technical leadership on Conversational AI initiatives.

Benefits

  • Collaborative working environment with a focus on innovation and technology.
  • Opportunity for hands-on leadership in cutting-edge AI-powered solutions.
  • Mentorship programs aimed at skill enhancement and career development.
  • Flexible work schedule with an onsite requirement of only 4 days a week.
Full Job Description
Job Title: Technical Business Analyst / Lead - IVR & Google CX Agent Studio

Location: Charlotte, NC (Onsite - 4 Days/Week)
Job Summary

Seeking a Technical Business Analyst/Lead with 10+ years of experience in IVR, Conversational AI, and Contact Center solutions. The ideal candidate will have strong expertise in Google CX Agent Studio (Google CX AS), Agentic AI workflows, and enterprise integrations. This role requires a blend of business analysis, solution design, and technical leadership to deliver scalable AI-powered customer service solutions.
Key Responsibilities
  • Lead the design and implementation of IVR and Conversational AI solutions using Google CX Agent Studio (CX AS).
  • Gather, analyze, and translate business requirements into scalable technical solutions.
  • Design and implement Agentic AI workflows and conversation orchestration.
  • Design backend integrations using REST APIs, microservices, and Python.
  • Integrate AI solutions with CRM, Billing, BSS/OSS, Order Management, and Contact Center platforms.
  • Collaborate with business stakeholders, architects, and development teams throughout the SDLC.
  • Lead solution design, code reviews, technical documentation, testing, deployment, and production support.
  • Mentor development teams and provide technical leadership on Conversational AI initiatives.
Required Skills
  • 10+ years of experience in IVR, Conversational AI, and Contact Center technologies.
  • Strong hands-on experience with Google CX Agent Studio (Google CX AS).
  • Proven experience designing and implementing Agentic AI workflows.
  • Proficiency in Python, REST APIs, microservices, and enterprise integrations.
  • Experience integrating with CRM, Billing, BSS, OSS, Order Management, and Contact Center platforms.
  • Strong understanding of conversational design, dialog management, and customer experience automation.
  • Excellent analytical, stakeholder management, communication, and leadership skills.
Preferred Qualifications
  • Experience in the Telecom domain with customer service and contact center modernization.
  • Knowledge of cloud platforms (Google Cloud preferred) and CI/CD practices.
  • Experience with Agile/Scrum delivery methodologies.

About Virtusa Corporation

Virtusa Corporation is a global provider of digital business strategy, digital engineering, and information technology (IT) services and solutions. The company helps its clients transform their businesses through innovative technology solutions that enable them to improve customer engagement, increase operational efficiency, and drive revenue growth. Virtusa Corporation was founded in 1996 and is headquartered in Southborough, Massachusetts. The company has over 20,000 employees and operates in over 30 countries around the world. Virtusa Corporation is committed to sustainability and has received numerous awards for its environmental and social responsibility initiatives.
Learn more about Virtusa Corporation
Size
22,883 employees
Market Cap
$1.5 billion
Industry
Information Technology
Net Income
$44.6 million
Founded
1996
5 Year Trend
+22.3%
Revenue
$1.2 billion
NASDAQ
VRTU
* Ladders Estimates

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