Broad Role Description Tata Tele Business Services (TTBS) is a leading enabler of digital transformation for SMBs in India, offering a wide range of connectivity, collaboration, cloud, security, and communication solutions. TTBS empowers businesses with innovative CPaaS, CCaaS, and AI-driven offerings to enhance customer engagement and operational efficiency.
This role will drive the design, deployment, and scaling of AI-powered communication and contact center solutions for the SMB customer base. The incumbent will play a key role in strengthening TTBS’s position as a trusted digital solutions partner, leveraging telecom infrastructure, CPaaS, CCaaS, and voice technologies.
We are looking for a dynamic and hands-on professional with strong experience in AI-driven solutions, CPaaS (Communication Platform as a Service), CCaaS (Contact Center as a Service), and voice technologies. The ideal candidate will drive the design, development, and deployment of intelligent communication solutions that enhance customer engagement, automation, and operational efficiency.
- Key Role Deliverables Must be a forward-looking AI & digital solution lead who will drive communication ecosystem using Generative AI (GenAI) and Agentic AI.
- Design and deliver AI-powered communication solutions tailored for SMB customers
- Develop scalable CCaaS solutions including cloud contact centers and omnichannel engagement
- Build and deploy GenAI use cases.
- Design and implement autonomous AI agent to resolve customer query.
- Enable automation-led customer engagement for SMBs across industries (Agentic AI & Automation)
- Design and deploy voice solutions including IVR, hosted PBX, SIP trunking, and VoIP
- Optimize voice infrastructure for high quality, reliability, and cost efficiency
- Work closely with teams for network and service integration
- Drive end-to-end solution lifecycle (design → deployment → optimization)
- Manage CPaaS solutions (SMS, Voice, WhatsApp, Email, APIs) ensuring scalability and reliability
- Build and manage voice solutions including IVR systems, speech analytics, and voice automation platforms
- Collaborate with cross-functional teams (Product, Engineering, Business) to deliver end-to-end communication solutions
- Evaluate and implement AI tools, frameworks, and cloud services (Azure AI, AWS AI, Google AI, etc.)
- Ensure seamless integration with CRM systems, APIs, and enterprise platforms
- Stay updated with emerging trends in AI, contact center technologies, and communication platforms
- Scalable and efficient AI-powered communication platforms
- Improved customer engagement and automation rates
- Enhanced voice and digital interaction experience
- Experience in customer experience (CX) transformation initiatives
- Excellent stakeholder management and communication skills
- Drive adoption of next-gen solutions (GenAI, conversational CX, automation platforms)
- Right Person (Qualification & Experience) Must be an engineering graduate.
- Relevant AI certifications preferable
- 10+ years with at least 4-5 yrs of experience in designing and developing AI based voice & communication solutions.
- Strong experience with CPaaS platforms, CCaaS solutions
- Strong understanding of APIs, microservices, and system integrations
- Familiarity with cloud platforms (AWS / Azure / GCP)
- Strong problem-solving and analytical mindset
- Ability to translate business requirements into technical solutions
Skills Required
- Engineering graduate
- 10+ years overall experience with at least 4-5 years designing and developing AI-based voice and communication solutions
- Strong experience with CPaaS platforms and CCaaS solutions
- Experience designing and implementing IVR, hosted PBX, SIP trunking, and VoIP solutions
- Experience building and deploying GenAI use cases and autonomous AI agents for customer query resolution
- Strong understanding of APIs, microservices, and system integrations
- Familiarity with cloud platforms (AWS, Azure, GCP)
- Experience with speech analytics and voice automation platforms
- Ability to translate business requirements into technical solutions and strong stakeholder management
- Relevant AI certifications
- Experience in customer experience (CX) transformation initiatives
What We Do
Tata Tele Business Services (TTBS), a part of the Tata Group, is a leading provider of Smart Digital Solutions and ICT services for India's Small and Medium Enterprises (SMEs). It offers a comprehensive suite of solutions, including connectivity, collaboration, cloud, security, and IoT, empowering businesses to connect and grow in a digital-first world through cutting-edge technology.
