Inclusion without Exception
Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.
TCS has been serving the Canadian marketplace for more than 35 years and today is the technology partner of choice for many of the country's leading organizations. As one of the largest IT services providers in Canada and globally, TCS is aiming to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.
Rooted in the heritage and values of the Tata Group, TCS is focused on creating long-term value for its clients, investors, employees, and the communities it serves. With a highly skilled workforce supporting customers from coast to coast, TCS has consistently been recognized as a Top Employer by the Top Employers Institute, including a recent top ranking at the country level.
TCS also sponsors 14 of the world's most prestigious marathons and endurance events, including the TCS Toronto Waterfront Marathon, reflecting its commitment to health, sustainability, and community empowerment.
Job Description :-
Role Summary
We are seeking a Senior Level 3 AI Engineer to act as the first point of call for engineering issues across the firm’s end user AI products - Microsoft Copilot, OpenAI ChatGPT, Anthropic Claude, Grok and Gemini, together with other AI products as they are introduced (for example Zoom AI Companion). You will investigate complex queries that front-line support cannot resolve, work with lead Microsoft and vendor engineers on new features, and uplift the wider support team. Each engineer maintains broad coverage of the full portfolio while owning one product as point of contact. Over time, the team will help build an agent to automate training, Level 2 and QA tasks.
Key Responsibilities
- Act as the first point of call for engineering issues across the AI portfolio and investigate complex queries that Level 2.5 cannot resolve.
- Configure, deploy and scale AI products, including tenant and admin configuration, integrations and automation (e.g. M365, Entra ID, Purview/DLP, Azure OpenAI, connectors and the Power Platform).
- Work with lead Microsoft and vendor engineers to test, validate and roll out new features and models, balancing speed of enablement against security and compliance.
- Review Level 2.5 documentation and knowledge articles for quality and accuracy, and feed corrections back into the knowledge base.
- Train and uplift the Level 2.5 support team; provide deep-dive guidance and escalation paths.
- Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
- Drive incident, problem and root-cause analysis for platform reliability; contribute to post-implementation reviews.
- Contribute to the longer-term goal of building an AI agent to automate training, Level 2 and QA activity.
Qualifications & Experience
- Good years in an engineering, platform or senior technical support role in enterprise environments (financial services preferred).
- Hands-on experience deploying and supporting AI/LLM products or M365 at enterprise scale; strong understanding of generative-AI concepts.
- Strong scripting and automation skills (e.g. Python, PowerShell, Microsoft Graph API) and familiarity with CI/CD concepts.
- Experience with security and compliance controls relevant to AI (DLP/Purview, access management, SSO/SCIM, audit logging, responsible-AI policies).
- Experience of connectors and/or the Power Platform; integration experience across M365, ServiceNow and identity platforms.
- BSc/BA in Computer Science, Engineering or related field (or equivalent experience). For Montreal, bilingual (English/French) is an asset.
Core Skills
- Deep technical troubleshooting and root-cause analysis across AI and M365 platforms.
- Automation and scripting; ability to build tooling that reduces manual effort.
- Feature and model evaluation; translating vendor releases into safe enterprise rollouts.
- Knowledge-base authoring and mentoring of junior support staff.
- Collaboration across locations with disciplined handover.
Key Performance Indicators
- Time-to-resolution for escalated and complex engineering queries.
- Quality of new-feature rollouts (defects, rollbacks, compliance adherence).
- Accuracy and coverage of knowledge articles reviewed and improved.
- Uplift in Level 2.5 first-time resolution as a result of training and documentation.
- Contribution to automation/agent initiatives that reduce manual effort.
Working Conditions
- Based in Montreal or Bengaluru with staggered hours to maximise daily coverage under the follow-the-sun model.
- Operate within the follow-the-sun model across Montreal and Bengaluru, providing single-product ownership (acting as point of contact for one product) while maintaining broad coverage of the full AI portfolio, with structured handover of open items at shift change.
Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.
