Description

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 solid 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.

1. Key Role Deliverables Must be a forward-looking AI & digital solution lead who will drive communication ecosystem using Generative AI (GenAI) and Agentic AI.
2. Design and deliver AI-powered communication solutions tailored for SMB customers
3. Develop scalable CCaaS solutions including cloud contact centers and omnichannel engagement
4. Build and deploy GenAI use cases.
5. Design and implement autonomous AI agent to resolve customer query.
6. Enable automation-led customer engagement for SMBs across industries (Agentic AI & Automation)
7. Design and deploy voice solutions including IVR, hosted PBX, SIP trunking, and VoIP
8. Optimize voice infrastructure for high quality,



reliability, and cost efficiency
9. Work closely with teams for network and service integration
10. Drive end-to-end solution lifecycle (design → deployment → optimization)
11. Manage CPaaS solutions (SMS, Voice, WhatsApp, Email, APIs) ensuring scalability and reliability
12. Build and manage voice solutions including IVR systems, speech analytics, and voice automation platforms
13. Collaborate with cross-functional teams (Product, Engineering, Business) to deliver end-to-end communication solutions
14. Evaluate and implement AI tools, frameworks, and cloud services (Azure AI, AWS AI, Google AI, etc.)
15. Ensure seamless integration with CRM systems, APIs, and enterprise platforms
16. Stay updated with emerging trends in AI, contact center technologies, and communication platforms
17. Scalable and efficient AI-powered communication platforms
18. Improved customer engagement and automation rates
19. Enhanced voice and digital interaction experience
20. Experience in customer experience (CX) transformation initiatives
21. Excellent stakeholder management and communication skills
22. Drive adoption of next-gen solutions (GenAI, conversational CX, automation platforms)

1. Right Person (Qualification & Experience) Must be an engineering graduate.
2. Relevant AI certifications preferable
3. 10+ years with at least 4-5 yrs of experience in designing and developing AI based voice & communication solutions.
4. Strong experience with CPaaS platforms, CCaaS solutions
5. Strong understanding of APIs, microservices, and system integrations
6. Familiarity with cloud platforms (AWS / Azure / GCP)
7. Strong problem-solving and analytical mindset
8. Ability to translate business requirements into technical solutions

📌 Lead Product – AI Solutions (Navi Mumbai)
🏢 Tata Teleservices
📍 Navi Mumbai