Manager - Customer Interaction Suite

Job Description 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 Key Responsibilities - Solution Design & Implementation: Design and implement contact center solutions, including complex call flows (AC flows), Interactive Voice Response (IVR) systems, and omnichannel experiences (chat, email, SMS) using Amazon Connect - AWS Integration: Develop and integrate core AWS services like Lambda ( in Python or Node.js), Amazon Lex (for chatbots and conversational AI), DynamoDB, S3, API Gateway, Kinesis, and CloudFormation to create robust, event-driven solutions. - Custom Development & Integration: Build custom widgets and functionalities using the AWS SDKs and APIs. Integrate Amazon Connect with third-party systems such as CRM platforms ( Salesforce, ServiceNow etc) for seamless data flow and screen-pops. - Platform Management: Configure and optimize Amazon Connect components, including ACD (Automatic Call Distributor), routing profiles, queues, agent hierarchies, and security profiles. - Monitoring & Troubleshooting: Use tools like Amazon CloudWatch to monitor system performance, troubleshoot complex issues in distributed systems, and ensure platform reliability, scalability, and security. - Collaboration: Work within an Agile or DevOps framework, collaborating with product managers, QA, and other stakeholders to translate business requirements into technical solutions and ensure continuous improvement. - AI/GenAI Integration: Implement solutions leveraging AI and Generative AI technologies, such as Amazon Bedrock, for intelligent workflows and improved customer interactions. Required Skills And Qualifications - Technical Proficiency: Strong hands-on experience with Amazon Connect and key AWS services (Lambda, Lex, S3, DynamoDB, API Gateway). - Programming Languages: Proficiency in at least one programming language Python/Node.js. - Contact Center Knowledge: Experience with contact center technologies, including IVR, VoIP, call routing, and telephony systems. - Development Practices: Familiarity with Agile methodologies, DevOps practices, CI/CD pipelines, and writing infrastructure as code (e.g., CloudFormation). - Problem-Solving: Excellent analytical and problem-solving skills to troubleshoot issues in complex cloud environments. - Soft Skills: Strong communication, collaboration, and a customer-focused mindset are essential for working with cross-functional teams and stakeholders. - Certifications: AWS certifications - AWS Certified Developer Associate AWS Certified Solutions Architect Associate. Required Skills And Qualifications - Technical Proficiency: Strong hands-on experience with Amazon Connect and key AWS services (Lambda, Lex, S3, DynamoDB, API Gateway). - Programming Languages: Proficiency in at least one programming language Python/Node.js. - Contact Center Knowledge: Experience with contact center technologies, including IVR, VoIP, call routing, and telephony systems. - Development Practices: Familiarity with Agile methodologies, DevOps practices, CI/CD pipelines, and writing infrastructure as code (e.g., CloudFormation). - Problem-Solving: Excellent analytical and problem-solving skills to troubleshoot issues in complex cloud environments. - Soft Skills: Strong communication, collaboration, and a customer-focused mindset are essential for working with cross-functional teams and stakeholders. - Certifications: AWS certifications - AWS Certified Developer Associate AWS Certified Solutions Architect Associate.