AboutUs

ExotelisoneofAsia'slargestcustomercommunicationplatforms.Weareonamissiontomoveenterprisecustomercommunicationtothecloud.In2020,wepoweredover4billioncallsandconnectedover320millionpeople.WeworkwithsomeofthemostinnovativecompaniessuchasOla,Swiggy,Zerodha,WhitehatJr,Practo,Flipkart,GoJek,etc.Wealsopowercustomercommunicationforsomeofthetopbanksinthecountry.Joinusonthisjourneytoimprovehowcompanieslookatcustomercommunication.Readourgrowthstory.

Location: Bengaluru (primary) or Gurgaon + travel required (customer sites)

Role summary

You will own end-to-end delivery of enterprise Voicebot/Contact Centre projects-driving execution from kickoff to go-live and steady-state performance, across multiple systems and stakeholders. You'll be the single-threaded owner for program plans, risks, dependencies, timelines, and customer communication-while partnering with FDEs for technical implementation and solutioning.

A strong working knowledge of SIP is mandatory (SIP is the signalling protocol commonly used to initiate/modify/terminate VoIP sessions).

Note: This is not an Engineering Manager role (no people management) it's a delivery + customer outcomes TPM role working closely with FDEs and cross-functionalengineeringteams.

Keyresponsibilities

Program ownership & delivery execution

• Ownprojectplans,milestones,RAIDlogs(Risks/Assumptions/Issues/Dependencies),anddeliverygovernanceformultipleconcurrentcustomerdeployments.
• Drivestructuredexecution:kickoff→requirements/workshops→solutioning→integrations→UAT→productiongo-live→hypercare→handover.

Customer-facing leadership

• Runcustomer-facingceremonies(statuscalls,technicaldeep-dives,escalationcalls),manageexpectations,andkeepstakeholdersalignedonscope,timelines,andacceptancecriteria.
• Traveltocustomersitesforworkshops,cutovers,andescalationswhenneeded.

Solutioning+cross-systemcoordination

• CoordinateacrosscustomerIT/telephonyvendors,contactcentreteams,securityteams,andExotelengineeringtodeliverworkingend-to-endflows.
• Manage integration-heavy projects involving APIs, webhooks, CRMs, DBs, and contact center/telephony setups.

Telephony/ContactCentrefundamentals

• Owntechnicalreadinesschecklistsforvoicedeployments(routing,transfers,DTMF,callrecordingrequirements,latencyconstraints).
• Use your SIP knowledge to unblock issues quickly SIP trunking/contact centre context is a bonus.

InfoSec&compliancereadiness

• Managesecurity/complianceworkflows:vendorsecurityquestionnaires,datahandlingexpectations,accesscontrolrequirements,andapprovalswithcustomersecurityteams.

Must-havequalifications

• 5-8 years of project/program management experience delivering customer-facing technical systems (SaaS/telecom/contact center/CCaaS preferred).
• Strong client-facing execution: crisp written updates, stakeholder management, escalation handling, negotiation on scope/timelines.
• WorkingknowledgeofSIP(must)andcomfortoperatingintelephony-styleincident/debugenvironments.
• Abilitytooperatewithambiguityandbringstructure(clearmilestones,ownership,anddecisionlogs).
• Solidtechnicalaptitude(canunderstandlogs,APIs,integrations,basicarchitecture)andpartnereffectivelywithengineers/FDEs.
• Familiarity with InfoSec processes in enterprise deals (security reviews, compliance artefacts, data flow review).

Nice-to-haves

• Telco/Contact Centre domain experience (SIP trunking, PBX, ACD/IVR concepts, QoS/latency awareness).
• ExperiencedeliveringAI/Voicebot/ConversationalAIsystems.
• ExposuretotoolslikeJira/Linear,Confluence/Notion,Postman,basicSQL/loganalytics.

What success looks like (first 90 days)

• Independentlyrun1-2keyprojectswithpredictablemilestonesandhighcustomerconfidence.
• Reduce go-live friction via stronger templates: kickoff checklist, UAT plan, cutover runbook, hypercare SOP.
• Improve delivery hygiene (risk management, scope control, cross-team alignment) across the FDE + engineering loop.