Job Description
Operational Leadership & Governance Own endtoend 24x7 production operations for Amazon Connectbased contact center platforms Define, track, and govern SLAs, SLOs, KPIs, and escalation frameworks Act as the final escalation authority for Sev1 / Sev2 incidents Lead major incident management, root cause analysis (RCA), and postincident reviews Establish and maintain runbooks, SOPs, and operational playbooks Amazon Connect & Cloud Platform Operations Oversee production environments supporting: Amazon Connect contact flows Omnichannel routing (voice, chat, messaging) Lex bots, Contact Lens, and AIdriven 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 selfservice 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, oncall 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 Handson 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 815+ years in IT / cloud operations, CX platforms, or SaaS operations Proven experience leading enterprisescale contact center operations Strong background in Amazon Connect and AWS cloud environments Experience managing both technology operations and people leadership Exposure to AIdriven CX or automation platforms is highly preferred
About Company
Tata Communications is a digital ecosystem enabler that powers today’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’s internet routes and connects businesses to 60% of the world’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™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (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.
