Associate Director - Customer Interaction Suite
Tata Communications, Atlanta, Georgia, United States, 30383
About the Company
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
Job Information
JOB DESCRIPTION SUMMARY
Location : Matawan, USA/Atlanta, USA Position
Title: Associate Director CPASS Reports to (Title): Associate Director Global CPASS NOC
Total Staff Controlled: 10+ I) Position Summary The CPaaS Network Operations - Messaging Specialist is a critical leader in ensuring seamless global communication services across USA. This role demands a proactive and strategic mindset to maintain high availability, reliability, and performance of messaging infrastructure. This leadership role is not just about managing operations-it's about strategic vision, global coordination, and technical depth to ensure CPaaS messaging services remain competitive and reliable in dynamic international markets. Key Objective / Purpose of the Job: 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. Major Activities
Define and enforce operational strategy for global messaging services across Europe and USA.
Oversee carrier interconnect partnerships and negotiate agreements with global telecom operators.
Ensure compliance with international regulations (GDPR, TCPA, anti-spam laws) and internal security standards.
Manage team performance and resource allocation for 24x7 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. a) Essential Qualifications: Candidate must possess at least a Bachelor of Engineering/Technology (Telecommunication/ Computers) or equivalent degree with 12~16 years of work experience. b) Requisite Skills: Technical SMPP Protocol Training - For deep understanding of SMS/MMS messaging protocols, RCS, WhatsApp, Plugin's, Chatbot, API Design & Optimization, Deep expertise in SMS/MMS protocols (SMPP, SIP, HTTP APIs) and CPaaS messaging frameworks. ITU Telecom Standards Certification - Covers international telecom standards and regulations, Cloud Architecture, Carrier Interconnects CI/CD Pipelines, Scripting & Automation, Containerization & Orchestration; Traffic Analysis & Load Balancing. Functional Problem-Solving abilities will help stay on top of issues besides helping in resolving the same smoothly & efficiently. Good Interpersonal skills matter. Systems and process knowledge are key drivers on the job. Behavioral
Systematic approach towards work areas.
Good analytical skills
Ability to work in team
Should be able to cope up excellently under stressful circumstances.
Good communication skills Base Salary Range: $110,000 - $144,649. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position. Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies. Other Compensation: The position is eligible for a discretionary bonus
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
Job Information
JOB DESCRIPTION SUMMARY
Location : Matawan, USA/Atlanta, USA Position
Title: Associate Director CPASS Reports to (Title): Associate Director Global CPASS NOC
Total Staff Controlled: 10+ I) Position Summary The CPaaS Network Operations - Messaging Specialist is a critical leader in ensuring seamless global communication services across USA. This role demands a proactive and strategic mindset to maintain high availability, reliability, and performance of messaging infrastructure. This leadership role is not just about managing operations-it's about strategic vision, global coordination, and technical depth to ensure CPaaS messaging services remain competitive and reliable in dynamic international markets. Key Objective / Purpose of the Job: 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. Major Activities
Define and enforce operational strategy for global messaging services across Europe and USA.
Oversee carrier interconnect partnerships and negotiate agreements with global telecom operators.
Ensure compliance with international regulations (GDPR, TCPA, anti-spam laws) and internal security standards.
Manage team performance and resource allocation for 24x7 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. a) Essential Qualifications: Candidate must possess at least a Bachelor of Engineering/Technology (Telecommunication/ Computers) or equivalent degree with 12~16 years of work experience. b) Requisite Skills: Technical SMPP Protocol Training - For deep understanding of SMS/MMS messaging protocols, RCS, WhatsApp, Plugin's, Chatbot, API Design & Optimization, Deep expertise in SMS/MMS protocols (SMPP, SIP, HTTP APIs) and CPaaS messaging frameworks. ITU Telecom Standards Certification - Covers international telecom standards and regulations, Cloud Architecture, Carrier Interconnects CI/CD Pipelines, Scripting & Automation, Containerization & Orchestration; Traffic Analysis & Load Balancing. Functional Problem-Solving abilities will help stay on top of issues besides helping in resolving the same smoothly & efficiently. Good Interpersonal skills matter. Systems and process knowledge are key drivers on the job. Behavioral
Systematic approach towards work areas.
Good analytical skills
Ability to work in team
Should be able to cope up excellently under stressful circumstances.
Good communication skills Base Salary Range: $110,000 - $144,649. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position. Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies. Other Compensation: The position is eligible for a discretionary bonus