About Exotel :

Exotel is India's leading AI-first cloud communications platform, powering over 25 billion customer conversations annually for 6,000+ enterprises across India, Southeast Asia, and the Middle East.

From voice and contact centres to AI-powered customer engagement, Exotel enables businesses to build reliable, scalable, and intelligent customer experiences.

About the Role :

You will own a voicebot end to end - from scope handover to go-live - including its estimate, its schedule and the customer conversation that goes with it.

This is a hands-on engineering role embedded in customer delivery, not a coordination role.

What You'll Do :

Customer Engagement and Solution Delivery :

- Own the build of a complete voicebot, including the estimate and the delivery schedule.

- Run requirement and design sessions with customers and translate what you hear into a workable solution.

- Present pilot results, handle technical objections and drive user acceptance testing through to go-live.

Conversation and LLM Engineering :

- Design the prompt architecture for a bot: persona, guardrails, escalation paths, language switching and failure behaviour.

- Work with retrieval over customer knowledge bases and tune for accuracy and latency.

- Improve bot quality through prompt optimisation and evaluation against defined test sets.

Integrations and Engineering :

- Build non-standard integrations independently across whatever the customer runs - ticketing, CRM, marketing automation, deflection and contact centre systems - using REST APIs, webhooks and token-based authentication.

- Debug across telephony, speech recognition and synthesis, and the customer's own stack.

- Build reusable components rather than repeating the same work across customers.

Product Input :

- Propose product improvements with a case attached - how many customers are affected and what it unblocks.

What We're Looking For :

Experience :

- 2.5 to 5 years in a delivery, solutions or forward-deployed engineering role.

- Demonstrated ownership of a customer-facing technical project from start to finish.

Technical Expertise :

- Hands-on coding in Python and/or JavaScript or TypeScript.

- Practical experience building on LLMs : prompt engineering, retrieval-augmented generation, evaluation or guardrails.

- Hands-on with REST APIs, webhooks and API authentication, and comfortable integrating with any customer communication stack - ticketing, CRM, marketing automation, deflection and similar systems.

- Working understanding of voice technologies - IVR, SIP or VoIP, speech recognition and speech synthesis.

Customer and Communication Skills :

- Confident presenting to customers and defending a technical design.

- Able to hold scope in a customer conversation and escalate commercial questions rather than absorb them.

- Clear written communication and disciplined follow-through.

Education :

- Bachelor's or Master's in Computer Engineering, Computer Science or an equivalent computer-related degree.

Good to Have :

- Experience with LLM application or agent frameworks.

- Contact centre or customer engagement platforms.

- Cloud platform experience across AWS, GCP or Azure.

- Speech recognition or synthesis tuning.