Manager - Customer Interaction Suite

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Job Summary:

Leads end-to-end reliability, operations, and customer experience across CPaaS platforms (Agentic AI, Voice AI, Chat AI, Voice, SMS, WhatsApp and RCS). Owns AI-driven operations, incident strategy, and service improvement while mentoring CRE teams. Acts as escalation authority for critical incidents and drives resilience, automation, and customer satisfaction. Act as a point of contact to voice regulatory tasks and promptly handle the TRAI related queries on messaging and voice business. Manage the change management governance process with cross functional teams.

Key Responsibilities:

AI Operations Leadership

Define, govern, and optimize AI-assisted workflows for incident detection, resolution, and RCA

Drive AIOps adoption, automation improvements, and close gaps with engineering teams

Customer Incident Strategy & Escalation Ownership

Act as escalation point for high-severity (P0/P1) customer incidents.

Own incident lifecycle strategy, SLAs, and communication standards

Act as escalation lead for P0/P1 incidents, driving bridge calls and executive communication

Establish playbooks, frameworks, and ensure clear business-impact communication

Technical Oversight & Architecture-Level Troubleshooting

Guide complex troubleshooting across APIs, messaging, voice, and cloud layers

Validate RCAs and enforce best practices in integrations, telecom flows, and architectures

Service Reliability & Continuous Improvement

Define SLIs/SLOs/SLAs and drive adherence

Lead root cause elimination, system resilience improvements, and automation/self-healing

Establish monitoring, alerting, and observability strategies

Team Leadership & Mentorship

Lead and mentor CRE engineers, ensuring skill development and performance growth.

Conduct training on incident management, communication, and technical troubleshooting.

Define team processes, workflows, and quality standards.

Drive a culture of ownership, accountability, and continuous learning.

Coordination & Stakeholder Management

Act as primary liaison across customers, engineering, product, and operations

Ensure high-quality escalations with full diagnostics and drive operational strategy improvements

Documentation & Knowledge Management

Maintain incident records and updates in ticketing systems (SNOW, DarkNOC, etc.)

Document troubleshooting steps, FAQs, and known issues

Continuously improve knowledge base for AI and support teams

Customer Experience & Advisory

Engage with key customers during critical incidents and strategic discussions

Advise on integrations and best practices; drive CSAT/NPS improvements

Documentation & Knowledge Management

Maintain incident records and ensure high-quality RCAs and documentation

Build knowledge base, runbooks, and enable knowledge sharing and AI improvements

Mandatory Skills

Strong CPaaS/CXaaS expertise (SMS, Voice, WhatsApp, Email), Deep knowledge of REST APIs, HTTP/HTTPS, JSON, Webhooks

Messaging protocols (SMPP, HTTP APIs) and telecom flows (A2P SMS, DLRs), SIP, VoIP, and voice architectures

Linux and advanced log analysis

Strong system-level troubleshooting and incident leadership and Excellent stakeholder communication

Preferred Skills

Experience with AIOps / AI-driven operations platforms.

Exposure to cloud platforms (AWS, Azure, GCP).

Knowledge of SQL and data analysis for operational insights.

Familiarity with observability tools (logs, metrics, traces).

Understanding of SRE principles (SLI/SLO).

KPI

Customer satisfaction (CSAT / NPS) and communication effectiveness

SLA adherence and incident response quality

Reduction in high-severity incidents and repeat issues

Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)

Effectiveness of AI-assisted operations and automation

Quality of incident RCA and preventive actions

Team performance, productivity, and skill development

Improvement in service reliability metrics and system uptime