Associate Director - Customer Interaction Suite

About the Company

Tata Communications is focused on transforming connectivity through innovation and intelligent digital services. Its work spans cloud, mobility, Internet of Things, collaboration, security, media services, and network services, all aimed at shaping a new era of communications.

Role Summary

This position is a tactical leadership role within the Customer Interaction Suite domain. The incumbent will guide a team of solution architects and engineers, or operate as a senior individual contributor, with limited day-to-day supervision. The role requires the ability to recognize complex business needs, shape practical solution approaches, and improve existing methods and techniques for solution development. It contributes meaningfully to new solution direction, operational standards, and mid-term business outcomes. The position may involve a small to medium profit and loss responsibility and participation in regional initiatives as a contributing team member.

Minimum Qualifications and Experience

A bachelor’s degree in engineering is required. Candidates should bring 7 to 12 years of relevant experience, with the broader role summary indicating 8 to 10 years of experience across multiple specializations within the sub-domain.

Skills and Knowledge

The role calls for the ability to convert customer and business requirements into technical designs, along with a solid grasp of enterprise architecture, business processes, and solution design principles. Experience in creating high-level and low-level design documents is expected, as well as the ability to develop practical, well-structured solutions and present recommendations clearly to clients. Strong awareness of industry domain trends and prior exposure to consulting assignments in design or architecture are also important.

Key Responsibilities

The position will act as a technical authority for solution design, development, and implementation, ensuring business requirements are translated into workable technical outcomes across multiple systems, platforms, or applications. It also includes monitoring market technology needs, contributing to product development efforts, and representing the organization in customer-facing or marketing forums.

The role requires close collaboration with sales, product, and engineering teams to evaluate customer needs and design solutions that are compatible, interoperable, stable, and easy to use. It also involves supporting product teams across the product lifecycle by feeding in business and customer perspectives on desired features.

Additional responsibilities include working with clients, internal stakeholders, external vendors, and partners to create integrated architecture across multiple products, reviewing architecture and solution-design documentation, and promoting engineering standards and best practices. The role also requires active tracking and mitigation of risks, assumptions, issues, and decisions throughout the full lifecycle spanning pre-sales, delivery, and support.

The position may be performed as an individual contributor or as a small-team lead.

Additional Information

Work is expected to be carried out with minimal direction and is reviewed by senior management. The role focuses more on execution and control than on policy creation. Decisions are typically short- to mid-term in impact, though the role can influence business-unit direction in the medium term.

The role may include involvement in regional projects, and it can carry limited profit and loss responsibility.