Sr Manager - Customer Interaction Suite

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

Solution Technical Specialist (STS) – CCaaS & Voice AI.

Location: Germany

Function: CIS

About the Role

As a Solutions Technical Specialist (STS) for Contact Center as a Service (CCaaS) in Germany, you will lead the technical sales engagement for strategic customer opportunities across enterprise and upper-midmarket accounts.

You will partner with Account Managers and Product Sales Specialists from early-stage qualification through technical win, shaping customer experience transformation strategies, designing target-state architectures, leading solution demonstrations, directing proof-of-concept initiatives, and ensuring successful transition into delivery.

This role sits at the center of Tata Communications' CIS (Customer Interaction Suite) growth strategy and requires a combination of deep customer engagement expertise, cloud architecture knowledge, AI-driven customer experience understanding, and strong commercial acumen.

You will serve as the trusted technical advisor for cloud contact center modernization initiatives leveraging:

• Genesys Cloud CX
• Amazon Connect
• Cisco Webex Contact Center
• Kaleyra Contact Center
• Commotion Voice AI Platform
• Conversational AI and Agent Assist technologies
• Workforce Engagement Management (WEM)
• Omnichannel Customer Engagement Platforms
• CRM, UCaaS, and Enterprise Application Integrations

What You Will Own

You will lead the technical qualification, solution architecture, and technical win strategy for CIS opportunities across Europe.

You will:

• Lead technical discovery workshops with business, operations, customer service, digital transformation, and technology stakeholders.
• Assess existing contact center environments, customer journeys, telephony infrastructure, IVRs, routing strategies, workforce operations, CRM integrations, and AI adoption maturity.
• Translate business and operational requirements into future-state customer experience architectures.
• Design cloud-native CCaaS solutions using Genesys Cloud, Amazon Connect, Cisco Webex Contact Center, Kaleyra CC, and Commotion Voice AI.
• Define omnichannel customer engagement strategies spanning voice, email, chat, messaging, social channels, AI bots, and self-service capabilities.
• Lead solution-shaping discussions that align customer objectives with Tata Communications’ CX portfolio.
• Own the technical win strategy, including architecture reviews, executive presentations, demonstrations, workshops, proof-of-concept activities, and technical validation exercises.
• Develop end-to-end architectures addressing scalability, resiliency, business continuity, security, GDPR compliance, AI governance, and operational efficiency.
• Guide customers through contact center modernization, cloud migration, AI transformation, and CX optimization initiatives.
• Support RFPs, RFIs, technical proposals, architecture documentation, assumptions registers, and effort estimation activities.
• Collaborate closely with Product Management, Delivery, Operations, Voice Engineering, Cloud Teams, and strategic technology partners.
• Serve as a trusted advisor to Contact Center Directors, Heads of Customer Service, CIOs, Enterprise Architects, Digital Transformation leaders, and CX executives.
• Define POC success criteria, technical validation plans, risk assessments, and solution acceptance frameworks.
• Own technical sign-off, handover documentation, architecture baselines, and transition into delivery teams.
• Contribute reusable assets, demo environments, reference architectures, technical playbooks, and market feedback that improve overall win rates.

STS Ownership Across Opportunity Lifecycle

You will actively own and lead activities during:

Technical Discovery & Qualification

• Current-state assessment
• Stakeholder workshops
• Integration analysis
• Technical risk identification
• Success criteria definition

Solution Shaping

• Future-state architecture creation
• Platform selection and positioning
• AI and automation strategy
• Customer journey design
• Scope definition

Demo & Value Demonstration

• Solution demonstrations
• AI use-case demonstrations
• Customer-specific walkthroughs
• Value realization narratives

Proposal & Technical Response

• Architecture responses
• Technical proposals
• Assumptions and dependency documentation
• RFP/RFI responses

POC Qualification & Execution

• Success criteria definition
• POC planning
• Validation testing
• Technical recommendation

Technical Win

• Technical approval
• Executive alignment
• Architecture sign-off
• Delivery handover

What Success Looks Like

In this role, success is measured by your ability to:

• Increase technical win rates across strategic CCaaS opportunities.
• Accelerate customer adoption of cloud contact center platforms.
• Improve proof-of-concept conversion to production deployments.
• Expand customer adoption across omnichannel and AI-enabled CX capabilities.
• Position Tata Communications as a trusted advisor for customer experience transformation.
• Drive successful migration from legacy on-premise contact center platforms to cloud-based architectures.
• Establish executive trust with customer stakeholders and strategic technology partners.
• Raise the technical quality and consistency of CCaaS solution design across the region.

What You Bring

You are a customer-facing solution architect and technical sales leader who combines deep CCaaS expertise with strong business consulting capabilities.

You can move from business outcomes to solution vision, architecture design, technical validation, and commercial alignment while influencing executive and technical audiences throughout the sales cycle.

Required Experience

• 10+ years of experience in Solutions Engineering, Pre-Sales, Solution Consulting, Solution Architecture, or Technical Sales.
• 5+ years of experience in Contact Center and Customer Experience technologies.
• Experience leading technical sales engagements for enterprise and strategic accounts.
• Deep expertise in one or more leading CCaaS platforms:
• • Genesys Cloud CX
    • Amazon Connect
    • Cisco Webex Contact Center
    • NICE CXone
• Strong understanding of:
• • Contact Center Operations
    • IVR Design
    • Intelligent Routing
    • Workforce Management
    • Quality Management
    • Agent Desktop Architecture
    • Conversational AI
    • Speech Analytics
    • Customer Journey Orchestration
• Experience integrating CCaaS platforms with:
• • Salesforce
    • Microsoft Dynamics
    • ServiceNow
    • SAP
    • UCaaS platforms
    • CRM and ERP systems
• Understanding of cloud architecture principles on AWS and Azure.
• Experience conducting:
• • Discovery workshops
    • Executive presentations
    • Demonstrations
    • Technical deep dives
    • Architecture reviews
    • Proof-of-concepts
    • RFP responses
• Ability to communicate effectively with both executive stakeholders and technical teams.
• Willingness to travel as required across Germany and Europe.

Preferred Experience

• Genesys Cloud CX certifications.
• Amazon Connect certifications.
• Cisco Webex Contact Center experience.
• Experience with Kaleyra Contact Center and conversational platforms.
• Experience with Commotion Voice AI or similar AI-powered customer interaction platforms.
• Understanding of Generative AI applications in contact centers.
• Knowledge of GDPR, data residency, and EU data protection regulations.
• Experience supporting multinational contact center deployments.
• Exposure to regulated industries such as:
• • Financial Services
    • Insurance
    • Healthcare
    • Utilities
    • Public Sector
    • Retail & E-Commerce

Base Salary Range: ( € 73200- € 96,258). 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