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

• **Broad outline of the Role**

As an AI Software Developer, you will design, develop, and own end to end AI solutions for Dark NOC, an AI driven automation platform for customer operations support. You will be responsible for full stack AI development, covering model integration, application logic, APIs, workflows, and production readiness. In this role, you will work closely with the Project Manager to translate business and operational requirements into scalable, reliable, and automated AI capabilities. You will build and productionize solutions leveraging LLMs, NLP, RAG based systems, and automation workflows to enable proactive issue detection, intelligent troubleshooting, and autonomous operations. You will take complete ownership of the development lifecycle—from design and implementation to testing, deployment, and optimization—ensuring the Dark NOC platform delivers secure, cost efficient, measurable, and SLA aligned AI automation for enterprise customer operations. Graduate in Engineering Experience 4 10 years

• *Minimum Qualifications \& Experience**
• Bachelor s degree in engineering 4\-10 Years relevant experience

• *Core Knowledge \& Skills**
• Proficiency in Python programming, Node.js, V S Code,
• Strong hands\-on experience with LLMs (Llama, Mistral, Claude, etc.)
• RAG (Retrieval Augmented Generation) design \& implementation
• Prompt engineering (design, tuning, evaluation)
• Embeddings \& vector databases (FAISS, Pinecone, etc.)
• Function/tool calling APIs for automation
• Experience with LangChain / LlamaIndex
• Experience integrating AI models using LLM function/tool calling APIs for automated decision‑making and actions.
• Strong programming skills in Python node.js or building scalable APIs and services
• Proficiency in Git for source control and collaborative development.
• Strong hands‑on experience with REST and gRPC APIs, including HTTP status codes, Payload structures, Rate limiting, retries, and error handling.
• ML Tooling: scikit learn, transformers; experiment tracking (eg MLflow/Weights \& Biases); model registry.

• *Other Knowledge \& Skills**

• Ability to understand business goals and map to technical requirements.
• Exposure towards working in the RFP cases.
• Knowledge of creating HLD and LLD
• Good understanding of use cases and able to create solutions relating to the use cases.
• Proficient with MS Office tools Word, Excel, Access, Power point, Visio
• Understanding of technology and services related to the domain.

• *Key Responsibilities****End‑to‑End Solution Design \& Development**

+ Translate business and operational requirements into **architecture, user stories, and technical designs** for Dark NOC features.

+ Build **full‑stack AI capabilities** : model integration (LLMs/NLP), orchestration logic, APIs/services, and workflow automation.

+ Implement **RAG pipelines** (data ingestion, chunking, embeddings, vector search) and tool/function calling for autonomous actions.**Model Integration \& Prompt Engineering**

+ Integrate **LLMs/NLU/ASR/TTS** providers with robust adapters, retries, timeouts, and fallbacks.

+ Design and maintain **prompts, system policies, and tool schemas** ; evaluate and refine prompts for accuracy and reliability.

+ Implement **guardrails** (policy enforcement, PII masking, safety filters) and quality evaluation (e.g., RAG ground truth checks).**Data Engineering for Dark NOC**

+ Build **data ingestion \& transformation** for logs, alerts, tickets, and knowledge bases.

+ Maintain **feature/knowledge freshness SLAs** and data contracts with upstream systems.

+ Integration with New Relic, Service Now, Email, chat, REST API for end\-to\-end automation.**Testing, Quality \& Evaluations**

+ Implement **unit/integration/e2e tests** , plus **AI evaluations** (groundedness, hallucination, toxicity).

+ Create **offline and shadow/A‑B evaluations** for prompts, models, and RAG changes before production rollout.

+ Define **acceptance criteria** with the Project Manager; maintain a robust regression suite.**CI/CD \& Operations‑Ready Builds**

+ Set up CI/CD pipelines with **canary/blue‑green** releases, automated rollbacks, and migration/versioning for prompts, models, and indexes.

+ Containerize services (Docker) and deploy to **Kubernetes** with observability hooks and resource limits.

+ Produce **runbooks** and operational toggles (feature flags, kill‑switches, fallback modes).**Collaboration \& Delivery Management**

+ Work **closely with the Project Manager** on scope, estimations, milestones, and risk tracking.

+ Partner with platform, infra, and data teams to unblock dependencies and align environments and SLAs.

+ Provide **clear documentation** (designs, APIs, runbooks, evaluation results) and **demo increments** to stakeholders.**Production Support (L3‑Level)**

+ Support **pre‑prod validations** and production rollouts; analyze incidents with traces/logs and drive code fixes.

+ Own **RCA for code/config issues** and convert findings into tests, guardrails, and automation.

KPIs

+ Feature Delivery Predictability: % of committed Dark NOC stories delivered per sprint / quarter.

+ Deployment Frequency: Target **:** 2–4 per week

+ Change Failure Rate: **Target:** 8–10%

+ Defect Escape Rate: **Target:** 10–15%

AI Effectiveness: Target:+ 90%

+ Auto‑Remediation Success: **Target:** 60% for repeatable issuesPreferred Trainings/Certifications

+ Certification \- Generative AI with Large Language Models or LLMOps

+ Certified in C\# (.NET) or Python

+ Certification or deep knowledge of SDLC, Agile, or DevOps methodologies