Manager - Customer Interaction Suite

Job Title

Senior Solution Consultant AI Platforms (AIOps / MLOps
/ Agentic AI)

Location

India (Hybrid / Remote, based on project needs)

Experience

812 years overall experience, with at least 35 years in AI
platform solutioning, AIOps, or MLOps roles

Role Overview

We are seeking a Senior Solution Consultant to
strengthen our presales and solutioning capabilities across CCaaS, CPaaS,
and Agentic AI-based voice and digital communication platforms.

The role will focus on AIOps and MLOps architecture, AI
product solutioning, and operationalization of AI models in enterprise
communication environments. The candidate will work closely with presales,
product, engineering, and delivery teams to design scalable, reliable, and
production-ready AI solutions.

Key Responsibilities

AI Solutioning & Architecture

• Design
  and articulate end-to-end AI architectures covering model
  development, deployment, monitoring, and lifecycle management.
• Translate
  business and industry use cases into AI-driven communication solutions
  (voice bots, digital agents, agent assist, sentiment analysis,
  forecasting, etc.).
• Define
  AI solution blueprints integrating CCaaS, CPaaS, and Agentic AI platforms.

AIOps & MLOps

• Design
  and implement AIOps frameworks for proactive monitoring, anomaly
  detection, root cause analysis, and auto-remediation in large-scale
  communication platforms.
• Architect
  MLOps pipelines covering data ingestion, feature engineering, model
  training, CI/CD, deployment, monitoring, and retraining.
• Define
  governance models for model versioning, drift detection,
  explainability, and compliance.

Presales & Customer Engagement

• Act
  as a technical lead in presales engagements, supporting RFPs,
  solution workshops, and executive-level discussions.
• Develop
  solution artifacts such as architecture diagrams, solution narratives,
  and effort estimations.
• Collaborate
  with sales and product teams to shape proposals and differentiate AI-led
  offerings.

Cross-Functional Collaboration

• Work
  with CCaaS and CPaaS solution teams to embed AI capabilities into existing
  and new offerings.
• Provide
  technical mentorship to solution consultants and architects on AI
  operations and lifecycle management.
• Interface
  with engineering and delivery teams to ensure solution feasibility and
  smooth handover.

Mandatory Skills & Experience (Shortlisting Criteria)

Core Technical Skills

• Strong
  hands-on or solutioning experience in AIOps and/or MLOps.
• Experience
  designing and operationalizing machine learning models in production
  environments.
• Knowledge
  of ML lifecycle tools such as MLflow, Kubeflow, SageMaker, Vertex AI,
  Azure ML, or similar platforms is desirable
• Experience
  with monitoring, observability, and automation tools for AI and
  distributed systems is desirable

AI & Data

• Solid
  understanding of ML concepts (supervised/unsupervised learning,
  NLP, speech analytics, LLMs, model evaluation).
• Experience
  working with AI products (not just experimentation), including
  scaling, reliability, and cost optimization.
• Familiarity
  with LLM-based architectures, prompt engineering, RAG patterns, and
  AI agent frameworks is highly desirable.

Presales & Consulting

• Proven
  experience in solution consulting or presales roles.
• Ability
  to communicate complex AI concepts to non-technical and executive
  stakeholders.
• Experience
  working across multiple industries such as BFSI, Healthcare, Telecom,
  Retail, or Manufacturing is a plus.

Preferred / Good-to-Have Skills

Cloud & Platform

• Strong experience with at least one major cloud platform:AWS, Azure, or GCP.
• Knowledge ofcontainers and orchestration(Docker, Kubernetes).
• Experience with APIs, microservices, and event-driven architectures.

• Exposure
  to voice AI, conversational AI, speech-to-text, text-to-speech, or
  agent assist solutions.
• Experience
  building or solutioning Agentic AI systems.
• Experience
  in CCaaS or CPaaS platforms (e.g., contact center platforms, voice,
  messaging, omnichannel).
• Understanding
  of data privacy, security, and regulatory considerations for AI
  systems.

Educational Qualifications

• Bachelors
  degree in Engineering, Computer Science, or a related field.
• Masters
  degree or AI/ML certifications are an added advantage.

Key Attributes

• Strong
  analytical and system-thinking mindset
• Customer-focused,
  consultative approach
• Ability
  to operate in ambiguous, multi-product environments
• Strong
  documentation and presentation skills