Customer Service Executive - Customer Interaction Suite

Tata Communications Limited

Bengaluru, India

3-5 Years

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Posted 13 hours ago
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Job Description

Broad outline of the Role

Responsible for ensuring reliable customer experience across CXaaS platforms (Agentic AI, Voice AI, Chat AI) through AI-assisted operations, proactive incident management, and clear customer communication. Acts as the bridge between customers, AI systems, and engineering teams to ensure timely issue resolution and continuous service improvement.

Key Responsibilities

Validate AI-generated alerts, tickets, and RCA insights and Monitor AI workflows and handle exceptions
Ensure accuracy of AI-driven detection and resolution
Own end-to-end incident lifecycle and Act as Incident Manager for customer issues
Provide timely, clear customer communication, Translate technical issues into business impact
Drive Customers calls and stakeholder updates
APIs: REST, Webhooks, Authentication and Messaging: SMS, WhatsApp, Email
Voice: SIP, call flows and Analyze logs, DLRs, and error codes across layers
Identify recurring issues and contribute to root cause elimination.
Feed learnings into - Knowledge base, AI models and automation workflows and Recommend improvements to monitoring, alerting, and service design.
Own end-to-end incident flow from detection to resolution
Coordinate with TSEs and Ensure escalations include complete diagnostics and impact analysis
Assist customers with API usage, integration issues, and configuration queries
Provide guidance on best practices for CXaaS service usage and Maintain high-quality interaction and customer satisfaction
Maintain incident records and updates in ticketing systems (SNOW, DarkNOC, etc.)
Document troubleshooting steps, FAQs, and known issues
Continuously improve knowledge base for AI and support teams

Mandatory Skills

Strong understanding of CPaaS/CXaaS platforms (SMS, Voice, OTT channels like WhatsApp, Email).
Knowledge of REST APIs, HTTP/HTTPS, JSON, Webhooks, and API testing tools (Postman, Curl).
Familiarity with Linux commands and log analysis.
Understanding of messaging protocols (SMPP, HTTP APIs) and telecom flows (A2P SMS, DLRs, routing)
Strong analytical and troubleshooting skills across multi-layer systems.
Excellent communication skills for customer-facing incident management.
Experience with ticketing systems and monitoring tools.

Minimum Qualifications & Experience

Bachelors degree in computer science, Information Technology, Electronics, or related field.

35 years of experience in technical support, CPaaS, telecom, or cloud operations environment.

Other Knowledge & Skills

Exposure to AI-driven operations / AIOps platforms.
Basic understanding of SIP, VoIP, and voice architectures.
Experience with cloud platforms (AWS, Azure).
Knowledge of SQL for data validation and analysis.
Understanding of observability tools (logs, metrics, traces).

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About Company

Tata Communications LimitedJob Source: jobs.tatacommunications.com

Tata Communications is a digital ecosystem enabler that powers today&#8217;s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world&#8217;s internet routes and connects businesses to 60% of the world&#8217;s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications&#8482;, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of &#8216;Secure Connected Digital Experience&#8217; (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.

Job ID: 145522865

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