Manager - Customer Interaction Suite

About Tata Communications

Tata Communications leads the future of connectivity by delivering cutting-edge solutions powered by advancements in Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services. The company is focused on shaping a new era in communications through innovation and intelligent technologies.

Role Overview

This position as an AI Software Developer involves the creation and ownership of comprehensive AI solutions within the Dark NOC platform, a sophisticated AI-driven automation tool designed to enhance customer operations. Responsibilities span full-stack AI development, including integrating models, coding application logic, building APIs, orchestrating workflows, and ensuring the solution is production-ready.

You will work in tandem with the Project Manager to transform business and operational requirements into scalable, dependable AI implementations that automate and streamline customer support processes. The role demands expertise in incorporating large language models (LLMs), natural language processing (NLP), retrieval-augmented generation (RAG) systems, and automation workflows to enable preemptive problem identification, smart troubleshooting, and autonomous system operations.

Key Responsibilities

• Architect and develop end-to-end AI solutions for the Dark NOC system based on business needs.
• Construct full-stack AI components encompassing model integration with LLMs/NLP, orchestration layers, API services, and workflow automation.
• Develop and implement RAG pipelines, including data ingestion, chunking, embedding generation, and vector-based search, to facilitate autonomous functionalities.
• Build reliable integrations with various AI service providers, ensuring robust adapters with retries, timeouts, and fallback mechanisms.
• Create, refine, and maintain prompt designs, system policies, and tooling schemas for improved AI output quality.
• Implement data pipelines for logs, alerts, tickets, and knowledge bases, maintaining data freshness and contracts with upstream systems.
• Integrate with external systems such as New Relic, ServiceNow, Email, Chat, and REST APIs to enable full automation.
• Design and execute diverse test suites including unit, integration, end-to-end, and AI-specific evaluations addressing aspects like groundedness and hallucination.
• Establish continuous integration/continuous deployment (CI/CD) pipelines with support for advanced deployment strategies and rollbacks.
• Deploy containerized services using Docker and Kubernetes, with observability and resource management features.
• Create comprehensive runbooks and operational tools including feature toggles and fallback modes for smooth production operations.
• Collaborate with project management and various technical teams to manage delivery milestones, risks, and dependencies.
• Provide L3-level production support, conducting root cause analyses and instituting preventative measures through tests and automation.

Required Qualifications and Experience

• Bachelor's degree in Engineering or equivalent.
• 5-10 years of practical experience in software development with a focus on AI and automation.
• Advanced proficiency with Python programming and experience with Node.js or similar technologies for building scalable APIs.
• Experience in developing AI-enabled automation solutions leveraging LLMs and NLP technologies such as Llama, Mistral, Falcon, Claude Sonnet.
• Hands-on expertise with LangChain, LlamaIndex, prompt engineering techniques including function calling and embedding validation.
• Strong skills in integrating AI models via LLM function/tool calling APIs for automated decision-making.
• Proficient in version control systems (Git) and API development utilizing REST and gRPC.
• Knowledge of ML tools such as scikit-learn, transformers, and platforms for experiment tracking (MLflow, Weights & Biases) and model registry.
• Experience with MLOps and DevOps processes including CI/CD (GitHub, GitLab, Azure DevOps), containerization (Docker), orchestration (Kubernetes), and API gateways.
• Familiarity with observability tools like Prometheus, Grafana, ELK/EFK stacks, Loki, and building dashboards for monitoring latency and cost.
• Understanding of security protocols involving secrets management, token hygiene, data privacy (PII redaction), RBAC, and audit logging.
• Experience with development environments such as Visual Studio Code (preferred for Python) and Visual Studio, including debugging, code reviews, and collaborative workflows.
• 4-10 years of experience with relational databases such as MySQL or PostgreSQL.

Additional Competencies

• Ability to align technical solutions with business objectives.
• Exposure to handling Request for Proposal (RFP) processes.
• Skills in drafting High-Level and Low-Level Designs (HLD/LLD).
• Understanding of use case analysis to design appropriate solutions.
• Expertise with technologies including VS Code, Python, FastAPI, SIP/VoIP (Asterisk, FreeSWITCH, Kamailio), REST APIs, LLM-based voice bots and omnichannel CX integrations, along with Linux development environment.