At a Glance
- Tasks: Lead AI-driven customer solutions from design to production, ensuring high availability and quality.
- Company: Join Tata Communications, a leader in innovative connectivity and intelligent solutions.
- Benefits: Enjoy competitive salary, health benefits, and opportunities for professional growth.
- Other info: Collaborative culture with excellent career advancement opportunities.
- Why this job: Make a real impact by driving cutting-edge AI solutions in a dynamic environment.
- Qualifications: Bachelor's degree in engineering with 5-10 years of relevant experience.
The predicted salary is between 72000 - 88000 £ per year.
About the Company
Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving 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 Information
Broad outline of the Role:
- Lead end-to-end delivery and L3 operational support for complex customer solutions, ensuring high availability, stability, and quality outcomes.
- Drive solution design and prototyping based on customer requirements, while supporting pre-sales and solutioning for key deals.
- Collaborate with Product teams to enhance service offerings and ensure alignment with customer needs.
- Own critical projects, providing technical leadership, guidance, and governance to project teams to ensure successful delivery.
- Act as the escalation point for complex production issues, independently troubleshooting and resolving high-impact challenges.
- Oversee operational performance, ensuring delivery outcomes directly contribute to business objectives and SLA commitments.
- Mentor and guide technical teams, reviewing deliverables and ensuring adherence to standards, processes, and best practices.
- Drive continuous improvement by identifying gaps, optimizing processes, and enhancing tools, techniques, and methodologies.
- Lead small teams or workgroups, ensuring effective collaboration and execution across delivery and operations.
- Demonstrate strong ownership, prioritization, and decision-making skills with minimal supervision.
Minimum Qualifications & Experience:
- Bachelor's degree in engineering.
- 5-10 Years relevant experience.
Key Responsibilities:
- AI Delivery & Customer Enablement:
- Lead end-to-end delivery of AI-driven CX solutions (LLM-based bots, Voice AI, chat, and omnichannel platforms) from design to production rollout.
- Work closely with customers to understand business requirements and translate them into scalable AI/LLM architectures and workflows.
- Ensure successful implementation of AI use cases including conversational bots, RAG pipelines, automation workflows, and customer journey orchestration.
- Oversee integration of AI services with enterprise systems via APIs, middleware, and channel platforms (voice/SIP, WhatsApp, chat, email).
- Drive model validation, prompt optimization, and performance tuning to improve AI accuracy, response quality, and customer experience.
- Ensure production readiness of AI deployments, including scalability, monitoring, failover, and compliance with security and governance standards.
- Act as a technical escalation point for customer issues related to AI solutions, ensuring timely resolution and stakeholder communication.
- Collaborate with Product, Engineering, and Data teams to continuously enhance AI capabilities and align with customer expectations.
- Enable customers and internal teams through knowledge transfer, solution documentation, and best practices for AI operations and lifecycle management.
- Track delivery KPIs including adoption, accuracy, latency, and customer satisfaction for continuous improvement.
- Operational Support & Incident Management:
- Provide Level‑2 SRE support for AI platforms, customer‑facing applications, and underlying cloud infrastructure to ensure high availability, stability, and reliability.
- AIOps supports SRE teams by using machine learning to accelerate and improve RCA accuracy and correlating logs, events, metrics for faster resolution.
- Escalate complex, high‑impact, or systemic issues to Vendor/partner/Infra teams with complete diagnostics, logs, timelines, and business impact analysis.
- Drive cross‑functional collaboration (CFT) with Vendor/Partner, Product, Cloud and Security Teams to ensure rapid incident resolution and service stability.
- Observability & Monitoring Management:
- SREs own the health of production systems: Monitor system performance and maintain high availability. Recover from failures and implement long-term fixes.
- Support proactive detection of anomalies before they impact customer experience or SLAs.
- Deployment & Release Support:
- Support application deployments, patches, and upgrades across environments (QA, Pre‑Production, and Production).
- Validate deployments and conduct post‑release health checks along with Vendor/Partner/ Developer/QA to ensure platform stability.
- Ensure deployment activities adhere to change management, release governance, and SLO requirements.
- Platform & Infrastructure Operations:
- Provide operational support for AI/ML platforms, APIs, databases, middleware, and integration services in production.
- Manage configuration changes, environment variables, secrets, and access controls following security and compliance standards.
- Work with cloud platforms (AWS / Azure / Vayu Cloud) and containerized environments (Docker / Kubernetes) to support scalable and resilient operations.
- Collaboration & Communication:
- SREs collaborate closely with developers by identifying software issues impacting reliability and participating in design for reliability, scalability, and performance.
- Work closely with technical support teams, DevOps, AI developers, Technical Project manager (TPM), infrastructure teams, and vendors/partners.
- Lead shift handovers, operational reviews, and daily/weekly health calls, ensuring no gaps in process adherence or customer SLAs.
- Documentation & Continuous Improvement:
- Create and maintain runbooks, SOPs, knowledge articles, and operational documentation.
- Identify and propose automation opportunities to reduce manual effort and improve incident response times.
- Contribute to continuous reliability improvements through runbook enhancements, alert tuning, automation and tooling, operational best practices.
- Actively participate in post‑incident reviews and service optimization initiatives.
- Core Knowledge & Skills:
- AI / LLM & CX Technologies: LLM platforms (Azure OpenAI, OpenAI, Claude, Gemini, Bedrock), Prompt engineering & AI response validation, Voice AI, Chatbots, NLP, STT/TTS, RAG pipelines, AI orchestration, guardrails (Ragas / DeepEval), Omnichannel CX platforms (voice, SIP, WhatsApp, chat, email).
- Cloud & Infrastructure: AWS / Azure cloud platforms, High availability, scalability, DR/BCP, IAM, configuration & secrets management.
- Containers & Platform: Docker, Kubernetes (K8s), Environment management (QA/Prod).
- Systems & Scripting: Linux/Unix administration, Shell scripting, Python (FastAPI, automation).
- API & Integration: REST / gRPC APIs, Webhooks, middleware integrations, API debugging tools (Postman).
- Observability & Monitoring: Prometheus, Grafana, New Relic, CloudWatch (AWS).
- Databases: MySQL, PostgreSQL, Query optimization, indexing, performance tuning.
- Tools: CI/CD (Jenkins, GitLab, Azure DevOps), Git version control, VS Code (development/debugging).
- Telecom / Voice (Optional but strong): Asterisk, FreeSWITCH, Kamailio, SIP/VoIP fundamentals.
- Other Skills: solution engineering, omnichannel platforms, python, generative ai, agentic ai, voice ai, openai, voice bots, prompt engineering, claude, gemini, amazon bedrock, model context protocol, nlp, rag pipeline, customer experience.
Job Type: FULL_TIME
Manager - Customer Interaction Suite in London employer: Tata Communications
Tata Communications is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals in the technology sector. With a strong focus on employee growth, the company offers extensive training and development opportunities, ensuring that team members can thrive in their careers while working on cutting-edge solutions in a dynamic environment. Located in a vibrant area, Tata Communications provides a unique advantage with its commitment to redefining connectivity, empowering employees to make a meaningful impact in the world of communications.
StudySmarter Expert Advice🤫
We think this is how you could land Manager - Customer Interaction Suite in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tata Communications. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tata Communications before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager - Customer Interaction Suite in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tata Communications:Your cover letter is your chance to shine! Tell us why you want to work at Tata Communications specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tata Communications!
How to prepare for a job interview at Tata Communications
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
