Manager - Customer Interaction Suite

Job Summary:

Leads end-to-end reliability, operations, and customer experience across CPaaS platforms (Agentic AI, Voice AI, Chat AI, Voice, SMS, WhatsApp and RCS). Owns AI-driven operations, incident strategy, and service improvement while mentoring CRE teams. Acts as escalation authority for critical incidents and drives resilience, automation, and customer satisfaction. Act as a point of contact to voice regulatory tasks and promptly handle the TRAI related queries on messaging and voice business. Manage the change management governance process with cross functional teams.

Key Responsibilities:

• AI Operations Leadership
  • Define, govern, and optimize AI-assisted workflows for incident detection, resolution, and RCA
  • Drive AIOps adoption, automation improvements, and close gaps with engineering teams
• Customer Incident Strategy Escalation Ownership
  • Act as escalation point for high-severity (P0/P1) customer incidents.
  • Own incident lifecycle strategy, SLAs, and communication standards
  • Act as escalation lead for P0/P1 incidents, driving bridge calls and executive communication
  • Establish playbooks, frameworks, and ensure clear business-impact communication
• Technical Oversight Architecture-Level Troubleshooting
  • Guide complex troubleshooting across APIs, messaging, voice, and cloud layers
  • Validate RCAs and enforce best practices in integrations, telecom flows, and architectures
• Service Reliability Continuous Improvement
  • Define SLIs/SLOs/SLAs and drive adherence
  • Lead root cause elimination, system resilience improvements, and automation/self-healing
  • Establish monitoring, alerting, and observability strategies
• Team Leadership Mentorship
  • Lead and mentor CRE engineers, ensuring skill development and performance growth.
  • Conduct training on incident management, communication, and technical troubleshooting.
  • Define team processes, workflows, and quality standards.
  • Drive a culture of ownership, accountability, and continuous learning.
• Coordination Stakeholder Management
  • Act as primary liaison across customers, engineering, product, and operations
  • Ensure high-quality escalations with full diagnostics and drive operational strategy improvements
• Documentation Knowledge Management
  • Maintain incident records and updates in ticketing systems (SNOW, DarkNOC, etc.)
  • Document troubleshooting steps, FAQs, and known issues
  • Continuously improve knowledge base for AI and support teams
• Customer Experience Advisory
  • Engage with key customers during critical incidents and strategic discussions
  • Advise on integrations and best practices; drive CSAT/NPS improvements

Mandatory Skills

• Strong CPaaS/CXaaS expertise (SMS, Voice, WhatsApp, Email), Deep knowledge of REST APIs, HTTP/HTTPS, JSON, Webhooks
• Messaging protocols (SMPP, HTTP APIs) and telecom flows (A2P SMS, DLRs), SIP, VoIP, and voice architectures
• Linux and advanced log analysis
• Strong system-level troubleshooting and incident leadership and Excellent stakeholder communication

Preferred Skills

• Experience with AIOps / AI-driven operations platforms.
• Exposure to cloud platforms (AWS, Azure, GCP).
• Knowledge of SQL and data analysis for operational insights.
• Familiarity with observability tools (logs, metrics, traces).
• Understanding of SRE principles (SLI/SLO).

KPI

• Customer satisfaction (CSAT / NPS) and communication effectiveness
• SLA adherence and incident response quality
• Reduction in high-severity incidents and repeat issues
• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
• Effectiveness of AI-assisted operations and automation
• Quality of incident RCA and preventive actions
• Team performance, productivity, and skill development
• Improvement in service reliability metrics and system uptime