Manager - Customer Interaction Suite

Tata Communications; Lombardia; On-site; EUR 60,000 - 76,000; Full time

Job summary

Tata Communications Limited is seeking a hands-on Solutions Technical Specialist in Europe to own the technical win for multi-channel CPaaS deals, including Voice AI and journey orchestration.

You will translate customer use cases into scalable, production-ready architectures and work with Sales, Product and Delivery to close deals. Expect travel across Europe and collaboration with enterprise leaders.

Qualifications

• 7+ years in solutions engineering or technical pre-sales with CPaaS exposure.
• Deep knowledge of mobile messaging: SMS, WhatsApp, RCS, push, email and IVR.
• Experience designing and delivering voice AI/IVR solutions and NLU/LLM-driven dialogue.
• Strong API and integration basics plus proficiency in Python or JavaScript.
• Proven pre-sales craft: discovery, demos, PoCs, RFP responses, BoM support and pricing.
• Executive communication: present to CIOs and leadership, write technical docs.
• Fluent English plus another major European language; willingness to travel across Europe.

Responsibilities

• Lead technical discovery with business and tech stakeholders and define solution scope.
• Translate use cases into CPaaS architectures across channels ensuring security and data compliance.
• Design voice AI/IVR architectures with ASR/STT and TTS engines; validate against real use cases.
• Orchestrate omnichannel journeys with routing, fallbacks and CRM integration.
• Build demos and run PoCs with clear success criteria and readouts for customers.
• Support RFP/RFI responses with architecture docs, platform sizing and pricing inputs.
• Collaborate with partners and hand off deals to delivery with clean documentation.

Skills

Solutions engineering

CPaaS industry

Mobile messaging

Voice AI / IVR

APIs & integration (REST, SOAP, JSON,

Python or JavaScript

Demos, PoCs, RFP responses

Executive communication

Tools

Azure Speech

Google STT

Amazon Transcribe/Polly

REST APIs

Job description

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

About The Role

Tata Communications' customer experience portfolio spans the Kaleyra CPaaS suite (SMS, WhatsApp, RCS, push, voice, video, email, authentication APIs) and AI-driven engagement, sold to large regulated enterprises across Europe. Every deal now hinges on two things: a well-architected multi-channel CPaaS solution and a compelling Voice AI and journey-orchestration story.
We are looking for a hands‑on Solutions Technical Specialist, based in Europe, who owns the technical win: someone who can take a customer's communication use case or call flow and turn it into a demonstrable, priced, production‑ready solution. You will work alongside Sales, Account Management, Product and Delivery, and act as a trusted advisor to enterprise architects, digital leaders and executive sponsors.

Key responsibilities

• Discovery and qualification — lead technical discovery with business and technology stakeholders; uncover pain points, integration needs, compliance requirements and success criteria; convert learnings into a solution scope and statement of work.
• Multi-channel solution design — translate enterprise use cases into CPaaS architectures across SMS, WhatsApp, RCS, push, voice, video, email and authentication, built for scale, deliverability, resilience, security, data residency and European telecom and regulatory constraints.
• Voice AI architecture — design conversational IVR and voice bots: ASR/STT and TTS selection, NLU and LLM-driven dialogue, barge-in, DTMF fallbacks, latency and WER budgets, and clean escalation to human agents; validate speech and LLM components against real customer use cases.
• Journey orchestration — design omnichannel customer journeys that combine messaging, voice and AI-enabled workflows, with channel routing, fallbacks and CRM/helpdesk integration.
• Demos and PoCs — build and maintain demos sales can take into customer rooms; scope and run PoCs with defined success criteria (containment, deflection, conversion, CSAT) and deliver crisp readouts.
• RFPs and commercial support — lead technical responses to ITTs/RFIs/RFPs and solution-defence presentations; produce architecture documentation, platform sizing, consumption estimates and effort inputs for pricing while keeping the solution technically honest.
• Ecosystem and feedback — partner with carrier/network, product, delivery and platform partners; hand won deals to delivery with clean documentation; feed market learnings and reusable assets back to Product and the wider solutions organisation.

Must-have

• 7+ years in solutions engineering, sales engineering or technical pre-sales, with meaningful time in the CPaaS industry and at least 3 years on hosted messaging applications.
• Deep knowledge of mobile and business messaging: SMS, WhatsApp for Business, RCS, push/IP messaging, programmable voice, email and IVR.
• Demonstrable experience designing and delivering voice AI / conversational AI solutions: IVR and voice-bot design, ASR/STT and TTS engines (e.g., Azure Speech, Google STT, Amazon Transcribe/Polly), NLU or LLM-driven dialogue flows, and real-world tuning for accuracy, latency and containment.
• Strong grounding in APIs and integration: REST, SOAP, JSON, webhooks, cloud-native architectures; working proficiency in Python or JavaScript, with the ability to use SDKs, sample apps and reference architectures in customer solutioning.
• Proven pre-sales craft: discovery, workshops, demos, PoCs, RFP/RFI responses, BoM and pricing support, and technical objection handling through to technical close.
• Executive communication: able to present architecture to CIOs and call flows to operations heads, adapt to the audience's technical level, and write clear technical documentation.
• Fluent English plus one major European language (Italian, Spanish, German or French); self-starter comfortable in complex, multi-stakeholder buying cycles; willing to travel across Europe.

Good to have

• Regulated-industry experience (financial services, healthcare, retail/e-commerce, public sector).
• European messaging and voice compliance: GDPR and data residency, sender ID registration, consent, branded calling and anti-spoofing, deliverability.
• Contact centre and CRM ecosystem knowledge (Genesys, Amazon Connect, Webex CC, NICE CXone; Salesforce, MS Dynamics) and agent‑assist, sentiment and speech analytics.
• Working knowledge of SQL/NoSQL databases; relevant cloud, speech or CCaaS certifications.

What success looks like

• Technical win rate on supported pursuits, and faster time from qualification to solution alignment.
• PoC success rate, time-to-PoC and PoC-to-production conversion.
• Quality and first-pass accuracy of RFP responses, solution documentation and BoM estimates versus won scope.
• Wallet-share expansion through broader multi-channel and Voice AI adoption.
• Executive trust in Tata Communications as a long-term strategic partner, and feedback from sales, delivery and partners.

Compensation

Base Salary Range: (67,000- 84,420). The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position.
Other Compensation: The position is eligible to participate in a sales-based incentive program.