At a Glance
- Tasks: Lead AI-driven customer experience solutions from design to production, ensuring seamless integration and performance.
- Company: Join a forward-thinking tech company focused on innovative AI solutions.
- Benefits: Enjoy competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact in the AI space while collaborating with diverse teams.
- Qualifications: Bachelor's degree in engineering and 5-10 years of relevant experience required.
The predicted salary is between 60000 - 80000 £ per year.
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. Use machine learning to accelerate and improve RCA accuracy, 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: 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: Collaborate closely with developers, identifying software issues impacting reliability and participating in design for reliability, scalability, and performance. Work 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.
Minimum Qualifications & Experience
- Bachelor’s degree in engineering
- 5-10 years relevant experience
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
- I AM, 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
Manager - Customer Interaction Suite employer: Tata Communications
As a leading innovator in AI-driven customer experience solutions, our company offers a dynamic work environment where creativity and technical expertise thrive. Located in a vibrant tech hub, we provide our employees with exceptional growth opportunities, comprehensive training, and a collaborative culture that values continuous improvement and knowledge sharing. Join us to be part of a forward-thinking team dedicated to transforming customer interactions through cutting-edge technology.
StudySmarter Expert Advice🤫
We think this is how you could land Manager - Customer Interaction Suite
✨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
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.
