Tata Communications
Website:
tatacommunications.com
Job details:
About The Company
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
Operational Leadership & Governance Own end‑to‑end 24x7 production operations for Amazon Connect–based contact center platforms Define, track, and govern SLAs, SLOs, KPIs, and escalation frameworks Act as the final escalation authority for Sev‑1 / Sev‑2 incidents Lead major incident management, root cause analysis (RCA), and post‑incident reviews Establish and maintain runbooks, SOPs, and operational playbooks Amazon Connect & Cloud Platform Operations Oversee production environments supporting: Amazon Connect contact flows Omni‑channel routing (voice, chat, messaging) Lex bots, Contact Lens, and AI‑driven workflows Ensure high availability, disaster recovery, and business continuity Drive capacity planning, performance optimization, and cost efficiency AI Knowledge & Automation Enablement Own operational reliability of AI Knowledge bases for agent assist and self‑service Ensure accuracy, availability, and lifecycle management of AI knowledge content Partner with AI/ML teams to monitor AI response quality, Latency and accuracy metrics Drive automation initiatives to reduce MTTR and manual operational effort Incident, Change & Release Management Govern change and release processes for: Contact flow updates AI model and knowledge base changes Platform integrations People Leadership & Capability Building Lead and mentor Operations, NOC, L2/L3 support engineers Build skills across Amazon Connect, AWS, and AI operations Define shift models, on‑call rotations, and performance management frameworks Required Technical & Development Skills Amazon Connect (Contact Flows, routing, agent workspace) AWS services: Lambda, CloudWatch, DynamoDB, S3, API Gateway, IAM Hands‑on experience with Lambda development (Python / Node.js) REST/gRPC API and system integrations AI Knowledge systems, Lex bots, Contact Lens Monitoring, observability, and incident debugging Experience & Qualifications 8–15+ years in IT / cloud operations, CX platforms, or SaaS operations Proven experience leading enterprise‑scale contact center operations Strong background in Amazon Connect and AWS cloud environments Experience managing both technology operations and people leadership Exposure to AI‑driven CX or automation platforms is highly preferred
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