Sr Manager - Customer Interaction Suite

Job Description - Solution Engineer (aka STS), CCaaS & Voice AI (Individual Contributor)

Company: Tata Communications

Function: Solution Engineering (aka STS) - Customer Interaction Suite

Role Type: Individual Contributor (IC) - no people management

Location: Pune, Mumbai, Bengaluru, or Gurugram (hybrid; on-site as per project needs)

Experience: 6-9 years in contact centre / cloud telephony / voice AI solution engineering

Travel: Up to 30% (client sites within India and occasional overseas)

About the Role (a note from the hiring head)

Tata Communications is one of the world's most interconnected digital infrastructure companies, built on our Digital Fabric that connects networks, cloud, and customer interactions for global enterprises. Within our customer experience portfolio, we sell and deliver cloud contact centre (CCaaS) and AI-driven engagement solutions end to end - including our InstaCCcontact centre platform, the Smartflo CCaaS platform, and the Kaleyra CCaaS/CPaaS suite we acquired in 2023 (messaging, voice, video and chat APIs), alongside a global OEM ecosystem spanning Genesys Cloud CX, Amazon Connect, Webex Contact Centre, NICE CXone

Every enterprise deal we win now hinges on two things: a well-architected CCaaS solution and a compelling Voice AI story - voice bots, IVR transformation, speech-enabled self-service, and agent-assist. I am looking for a hands-on Solution Engineer who lives in that intersection: someone who can take a customer's call-flow diagram and turn it into a winning, priced, demonstrable solution.

Key Responsibilities

Pre-sales and Solution Design

Own the technical win in the sales cycle: conduct discovery workshops with enterprise customers, document their current contact centre estate (telephony, routing, IVR, CRM, WFM, analytics), and translate business requirements into a target-state CCaaS + Voice AI architecture.

Design end-to-end solutions across our portfolio - InstaCC, Smartflo, and Kaleyra CCaaS/CPaaS - and across OEM platforms (Genesys Cloud CX, Amazon Connect, Webex Contact Centre, NICE CXone, Five9), including telephony integration (SIP trunking, WebRTC, SBCs), channel routing (voice, chat, WhatsApp, email), and CRM/helpdesk integration.

Architect the Voice AI components specifically: conversational IVR and voice bots, ASR/STT and TTS selection, NLU and LLM-driven dialogue design, barge-in, DTMF fallbacks, latency and WER budgets, and clear escalation to human agents.

Demonstrations and Proofs of Concept

Build and maintain compelling demos that showcase CCaaS workflows and Voice AI behaviours (voice bot conversations, sentiment detection, agent-assist) that our sales teams can take into customer rooms.

Scope, build, and run PoCs with customers; define success criteria (containment, deflection, CSAT impact) and deliver crisp readouts.

RFPs, RFIs and Commercial Support

Lead the technical portions of RFPs/RFIs and solution defence presentations; write the technical response, solution narrative, and architecture diagrams.

Support commercials: build bill-of-materials, platform sizing, voice/AI consumption estimates, and effort/cost inputs for SOW and pricing decisions - while keeping the solution technically honest.

Partner and Ecosystem Engagement

Work closely with our platform partners (Genesys, Amazon, Webex, and others) on roadmap access, licensing nuances, and joint solutioning for large deals.

Validate third-party and our own AI component choices (speech engines, LLM-based voice agents, analytics) against real customer use cases.

Implementation Handoff and Feedback

Hand over won deals to delivery/implementation teams with clean solution documentation; join the first design reviews to ensure what was sold is what gets built.

Feed market learnings - what wins, what doesn't, what customers ask for - back into our product and portfolio teams.

Must-Have (Non-Negotiable)

1. CCaaS depth - 6+ years designing, demonstrating, or deploying contact centre solutions on at least one leading platform (Genesys Cloud/CX, Amazon Connect, NICE CXone, Five9, Avaya, Webex CC) and a working command of cloud telephony: SIP, PRI/trunking, WebRTC, SBCs, DTMF, call recording, and omni-channel routing.

2. Voice AI expertise - Demonstrable experience designing and delivering voice AI / conversational AI solutions: IVR and voice-bot design, ASR/STT and TTS engines (e.g., Azure Speech, Google STT, Amazon Transcribe/Polly), NLU and/or LLM-driven dialogue flows, barge-in and error handling, and real-world tuning for accuracy (WER), latency, and containment.

3. Solution engineering craft - Proven track record in pre-sales: discovery, solution architecture, demos, PoCs, RFP/RFI responses, BoM and pricing support.

4. India market context - Understanding of India's telecom/enterprise landscape relevant to voice workloads: carrier numbering and provisioning practices, TRAI/DoT compliance considerations, and how enterprise contact centres buy telephony in India.

5. Communication - Ability to explain architecture to CIOs and call flows to operations heads; comfortable presenting and debating in customer rooms; excellent written technical documentation.

Good to Have

Exposure to CPaaS APIs (messaging, voice, WhatsApp) - experience with Kaleyra or similar is a plus.

CRM and ecosystem integration knowledge (Salesforce, MS Dynamics, helpdesk platforms).

Working knowledge of speech analytics, sentiment analysis, real-time agent-assist, and LLM-based voice agents.

Relevant certifications (Genesys, AWS Connect, Google/cloud speech services, etc.).

Experience with managed services or telco hosting models in the CCaaS space.

What Success Looks Like (KPIs)

Technical win rate on supported opportunities; number of deals where our solution architecture and demos were decisive.

PoC success rate and time-to-PoC.

Quality and completeness of RFP responses and solution documentation (on-time, high first-pass accuracy).

Accuracy of solution/BOM estimates versus won contract scope.

Customer and internal stakeholder feedback (sales, delivery, partners).