Manager - Customer Interaction Suite
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Overview
In this role you own the technical win for Tata Communications' CPaaS-focused customer experience portfolio in Europe. You translate customer use cases into scalable, production-ready solutions, working with Sales, Account Management, Product and Delivery. You'll design multi-channel architectures, craft voice AI and journey orchestration stories, and lead PoCs and technical responses to RFPs. Your work directly supports enterprise customers and partners, shaping secure, compliant communication experiences. This is a hands-on, cross-functional role that combines deep technical design with executive-ready communication.
Retribuzione / Benefits
- Base Salary Range: 67,000-84,420
- Sales-based incentive program
Responsabilità
- Lead technical discovery with business and technology stakeholders and translate learnings into scope and SOW
- Design multi-channel CPaaS architectures across SMS, WhatsApp, RCS, push, voice, video, email and authentication
- Architect Voice AI solutions including ASR/STT, TTS, NLU/LLM-driven dialogue, and escalation to humans
- Design omnichannel journey orchestration with CRM/integration touchpoints
- Create and maintain demos and run PoCs with defined success criteria
- Lead technical responses to ITTs/RFPs, produce architecture docs, sizing, consumption estimates and pricing inputs
- Collaborate with ecosystem partners and hand over won deals to Delivery with clean documentation
- Capture market learnings and reusable assets for Product and Solutions org
Requisiti fondamentali
- 7+ years in solutions engineering, sales engineering or technical pre-sales in CPaaS with hosted messaging experience
- Deep knowledge of mobile messaging (SMS, WhatsApp for Business, RCS, push), programmable voice, email, IVR
- Experience designing/ delivering Voice AI solutions (ASR/STT, TTS, NLU/LLM), with real-world tuning
- Strong API and integration background (REST, SOAP, JSON, webhooks); proficient in Python or JavaScript
- Proven pre-sales craft from discovery to technical close, including BoM and pricing support
- Executive communication skills; able to present to CIOs and operations leaders and craft technical docs
- Fluent English plus one major European language; willing to travel across Europe
- strong communication
- self-starter
- ability to work with cross-functional teams
- CPaaS
- voice AI / conversational AI
- journey orchestration
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