Manager - Customer Interaction Suite

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

Job Description The Technical Program Manager (TPM) plays a critical role in the successful delivery of customer onboarding, technical projects, and AI-powered solutions.

The TPM is responsible for managing end-to-end program execution across customer, engineering, product, and operations teams, ensuring projects are delivered on time, within budget, and according to agreed business outcomes.

This is an operational role which that combines traditional program and delivery management capabilities with hands-on knowledge of emerging AI technologies, including Generative AI, Agentic AI frameworks, Prompt Engineering, RAG architectures, workflow orchestration, AI testing, and production deployment.

The ideal candidate can bridge business requirements and technical implementation while driving operational excellence throughout the project lifecycle.

Key Responsibilities

Program & Project Management Manage project initiation, planning, scheduling, execution, monitoring, and closure using established project management methodologies and governance frameworks.

Develop and maintain project plans, milestones, dependencies, resource allocation, and delivery schedules.

Track project performance against scope, timeline, budget, and quality metrics.

Provide regular project status reporting to customers, stakeholders, and leadership teams.

Manage project risks, issues, assumptions, and dependencies while driving mitigation and resolution plans.

Lead customer, partner, vendor, and internal stakeholder meetings to ensure alignment and successful delivery.

Ensure customer requirements are documented, validated, and translated into actionable implementation plans.

Drive continuous improvement of project management methodologies, tools, templates, and delivery processes.

Technical Delivery Collaborate with Product, Engineering, Solution Architects, and other teams in Operations to assess solution feasibility and implementation approaches.

Oversee delivery activities involving APIs, authentication mechanisms, networking, cloud services, integrations, and workflow automation.

Facilitate troubleshooting, issue resolution, and escalation management during implementation and operational phases, as in day by day relation with the customer

Ensure technical solutions meet customer expectations and business objectives.

AI Program Management & Delivery Lead end-to-end delivery of Agentic AI and Voice AI initiatives, from discovery and requirements gathering through deployment and post-production optimization.

Manage AI solution design activities, including workflow definition, conversational journeys, intent modeling, multilingual experiences, and NLP training requirements.

Coordinate development and deployment of Agentic AI solutions leveraging RAG, MCP, orchestration frameworks, LLMs, and external integrations.

Collaborate with AI engineers and data teams to define prompting strategies, evaluation criteria, and testing frameworks.

Drive prompt engineering lifecycle management, including prompt design, optimization, testing, versioning, and performance measurement.

Establish AI quality assurance practices covering functional testing, hallucination assessment, response quality, accuracy validation, safety controls, and user acceptance testing.

Define success metrics for AI projects, including accuracy, latency, adoption, operational efficiency, and business impact.

Monitor AI solution performance post-deployment and drive continuous improvements.

Experience defining AI acceptance criteria, evaluation frameworks, and quality metrics for Generative AI solutions, including accuracy, relevancy, hallucination rate, safety, and user satisfaction.