Associate Director - Customer Interaction Suite

Associate Director - Customer Interaction Suite

Join to apply for the Associate Director - Customer Interaction Suite role at Tata Communications

Tata Communications redefines connectivity with innovation and intelligence. We drive the next level of intelligence powered by Cloud, Mobility, IoT, Collaboration, Security, Media services and Network services, envisioning a New World of Communications.

Location:

Matawan, USA / Atlanta, USA

Position Title:

Associate Director CPASS

Reports to:

Associate Director Global CPASS NOC

Total Staff Controlled: 10+

The CPaaS Network Operations – Messaging Specialist is a critical leader ensuring seamless global communication services across the USA. This role demands a proactive and strategic mindset to maintain high availability, reliability, and performance of messaging infrastructure.

• Drive Operational Excellence:
  Establish robust processes for monitoring and managing SMS, MMS, RCS, and OTT messaging channels, ensuring zero downtime and adherence to SLAs.
• Lead Carrier Interconnect Strategy:
  Build and maintain strong relationships with global telecom carriers, optimizing routing and cost efficiency while ensuring compliance with regional regulations.
• Champion Technology Innovation:
  Oversee software systems and cloud architecture, leveraging modern technologies to scale messaging services globally.
• Ensure Regulatory Compliance:
  Implement security and privacy standards aligned with GDPR, TCPA, and anti‑spam laws.
• Foster
  
  Collaboration:
  
  Work closely with engineering, product, and vendor teams to deliver high‑quality messaging solutions.
• Develop Talent:
  Mentor and guide operational teams, promoting continuous learning and process automation.
• Drive Continuous Improvement:
  Identify opportunities for automation, API optimization, and performance tuning to enhance efficiency and reduce operational costs.
• Define and enforce operational strategy for global messaging services across Europe and USA.
• Oversee carrier interconnect partnerships and negotiate agreements with global telecom operators.
• Manage team performance and resource allocation for 24×7 operations across multiple time zones.
• Drive incident and problem management processes, ensuring timely resolution and root cause analysis.
• Plan and implement capacity scaling for messaging infrastructure to support global traffic growth.
• Collaborate with engineering and product teams for software and cloud architecture improvements.
• Monitor KPIs and SLAs, ensuring service reliability and reporting performance to leadership.
• Lead integration projects for new carriers, partners, and messaging channels in Europe and USA.
• Identify automation and process improvement opportunities to enhance operational efficiency.

• Bachelor of Engineering/Technology (Telecommunication/Computers) or equivalent degree with 12–16 years of work experience.
• Deep knowledge of SMS/MMS protocols (SMPP, SIP, HTTP APIs) and CPaaS messaging frameworks.
• Experience with SMPP Protocol Training, RCS, Whats App, Plugins, Chatbot, API Design & Optimization.
• Knowledge of ITU Telecom Standards Certification and Carrier Interconnects.
• Proficiency in CI/CD Pipelines, Scripting & Automation, Containerization & Orchestration;
  Traffic Analysis & Load Balancing.
• Problem‑solving abilities and strong interpersonal skills.
• Systems and process knowledge.
• Behavioural competencies: systematic approach, analytical skills, teamwork, resilience under stress, good communication skills.
• Base Salary Range: $110,000 - $144,649 (adjustable based on qualifications).

Medical, Dental and Vision Coverage, 401(k) plan, and paid leave under our policies.

Discretionary bonus eligible.

Seniority level:
Director

Employment type:

Full‑time

Job function:
Other;
Industries:
Telecommunications