Manager - Customer Interaction Suite

Key Responsibilities

• AI Delivery & Customer Enablement
  • Lead end-to-end delivery of AI‑driven CX solutions (LLM‑based bots, Voice AI, chat, and omnichannel platforms) from design to production rollout.
  • Work closely with customers to understand business requirements and translate them into scalable AI/LLM architectures and workflows.
  • Ensure successful implementation of AI use cases including conversational bots, RAG pipelines, automation workflows, and customer journey orchestration.
  • Oversee integration of AI services with enterprise systems via APIs, middleware, and channel platforms (voice/SIP, Whats App, chat, email).
  • Drive model validation, prompt optimization, and performance tuning to improve AI accuracy, response quality, and customer experience.
  • Ensure production readiness of AI deployments, including scalability, monitoring, failover, and compliance with security and governance standards.
  • Act as a technical escalation point for customer issues related to AI solutions, ensuring timely resolution and stakeholder communication.
  • Collaborate with Product, Engineering, and Data teams to continuously enhance AI capabilities and align with customer expectations.
  • Enable customers and internal teams through knowledge transfer, solution documentation, and best practices for AI operations and lifecycle management.
  • Track delivery KPIs including adoption, accuracy, latency, and customer satisfaction for continuous improvement.
• Operational Support & Incident Management
  • Provide Level‑2 SRE support for AI platforms, customer‑facing applications, and underlying cloud infrastructure to ensure high availability, stability, and reliability.
  • Use machine learning to accelerate and improve RCA accuracy, correlating logs, events, metrics for faster resolution.
  • Escalate complex, high‑impact, or systemic issues to vendor/partner/infra teams with complete diagnostics, logs, timelines, and business impact analysis.
  • Drive cross‑functional collaboration (CFT) with vendor/partner, product, cloud and security teams to ensure rapid incident resolution and service stability.
• Observability & Monitoring Management
  • Monitor system performance and maintain high availability. Recover from failures and implement long‑term fixes.
  • Support proactive detection of anomalies before they impact customer experience or SLAs.
• Deployment & Release Support
  • Support application deployments, patches, and upgrades across environments (QA, Pre‑Production, and Production).
  • Validate deployments and conduct post‑release health checks along with vendor/partner/developer/QA to ensure platform stability.
  • Ensure deployment activities adhere to change management, release governance, and SLO requirements.
• Platform & Infrastructure Operations
  • Provide operational support for AI/ML platforms, APIs, databases, middleware, and integration services in production.
  • Manage configuration changes, environment variables, secrets, and access controls following security and compliance standards.
  • Work with cloud platforms (AWS / Azure / Vayu Cloud) and containerized environments (Docker / Kubernetes) to support scalable and resilient operations.
• Collaboration & Communication
  • Collaborate closely with developers, identifying software issues impacting reliability and participating in design for reliability, scalability, and performance.
  • Work with technical support teams, Dev Ops, AI developers, Technical Project Manager (TPM), infrastructure teams, and vendors/partners.
  • Lead shift handovers, operational reviews, and daily/weekly health calls, ensuring no gaps in process adherence or customer SLAs.
• Documentation & Continuous Improvement
  • Create and maintain runbooks, SOPs, knowledge articles, and operational documentation.
  • Identify and propose automation opportunities to reduce manual effort and improve incident response times.
  • Contribute to continuous reliability improvements through runbook enhancements, alert tuning, automation and tooling, operational best practices.
  • Actively participate in post‑incident reviews and service optimization initiatives.

• Bachelor’s degree in engineering
• 5‑10 years relevant experience
• Graduate in Engineering (5‑10 years experience)