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
The Amazon Connect Operations & Delivery Manager will be responsible for the end-to-end ownership, operational management, delivery governance, and continuous improvement of Amazon Connect and associated AWS contact center services. The role involves leading day-to-day platform operations, incident and change management, service delivery, customer escalations, stakeholder engagement, and cloud governance while ensuring high availability, performance, security, and compliance of the contact center ecosystem. The incumbent will also drive transformation initiatives, AI-enabled customer experience solutions, operational excellence, and strategic enhancements across voice, chat, SMS, and digital channels leveraging Amazon Connect and AWS services.
Minimum Qualifications & Experience
- Graduation in Computer Science and Engineering or a related field
- 7-14 Years relevant experience
Other Knowledge & Skills
- Amazon Connect ,Acqueon Campaign /Dialer,Contact Flows,Queues,Routing Profiles,Security Profiles ,Hours of Operation,Agent Workspace,CCP (Contact Control Panel) AWS Services,Lambda,DynamoDB,SNS,SQS,EventBridge,API Gateway,CloudFormation,CloudWatch,IAM,Secrets Manager,S3,KMS,Route 53,Amazon Lex AWS End User Messaging / SMS Amazon Pinpoint Bedrock (AI integrations), CI/CD pipeline ,Devops, Programming language(Python and Nodejs)
- Preferred Certifications AWS Certified Solutions Architect Associate/Professional AWS Cloud Practitioner Amazon Connect Specialty Experience
Key Responsibilities
1. Amazon Connect Platform Operations :-
Own day-to-day operations of Amazon Connect environments across Production, UAT, and Development. Ensure platform availability, reliability, scalability, and performance. Monitor contact center KPIs, infrastructure health, integrations, and service utilization. Manage operational support teams, vendors, and managed service providers. Conduct daily operational reviews and service health checks. Define and maintain operational runbooks, SOPs, and knowledge repositories.
2. Incident & Problem Management :-
Lead Major Incident Management (P1/P2/P3). Drive root cause analysis (RCA) and preventive actions. Coordinate with AWS Support, telecom providers, third-party vendors, and internal technical teams. Establish proactive monitoring and alerting mechanisms. Track incident trends and continuous service improvements.
3. Change & Release Management :-
Govern all platform changes through CAB processes. Review and approve change requests impacting Amazon Connect services. Ensure successful delivery of: Contact Flow changes Lambda deployments Integration updates Routing modifications Telephony changes AWS infrastructure updates(Lambda,CCP,S3,cloudfron etc) Conduct pre-implementation risk assessments and post-implementation validations. Maintain release calendars and deployment governance.
4. Contact Center and AI Delivery & Project Management:-
Lead platform enhancement projects and customer onboarding activities. Drive solution deployment, migration, upgrades, and transformation initiatives. Manage project timelines, risks, dependencies, and budgets. Coordinate with Business, Product, Security, Network, and Infrastructure teams. Track milestones and delivery commitments.
5. Vendor & Stakeholder Management:-
Interface with customers, business leaders, vendors, and AWS teams. Conduct weekly/monthly governance meetings. Present operational updates, service reviews, and executive dashboards. Manage third-party telecom carriers, SMS aggregators, and integration partners.
6. Compliance & Security :-
Ensure AWS security best practices are followed. Manage IAM policies, roles, and access controls. Support security audits and compliance reviews. Ensure adherence to: ISO 27001 PCI-DSS SOC GDPR Organizational security standards
7.Available to support and lead P1/P2 incident management activities as required, with flexibility to work in a 24x7 operational environment, including morning, evening, and night shifts.
