Description :

About Exotel :

Exotel is the emerging markets leading full-stack customer engagement platform and business-focused virtual telecom operator.

Incorporated in 2011, Exotels cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels.

Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa.

Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Urban Company, HDFC Bank, Zomato, Oyo, etc.

) manage their customer engagement with Exotels suite of communication APIs, Ameyos omnichannel contact centre (merger), and Cogno AIs conversational AI platform (acquisition) over the cloud.

We are a $100 million Series D funded company with $60 million in ARR.

The Role :

We are seeking a seasoned and visionary Senior Principal Engineer to join our core Financial Engineering (FinOps): Demonstrated expertise in monitoring and optimizing cloud infrastructure costs (AWS/Azure/GCP) at a massive scale, encompassing cost attribution, budgeting, and the ability to make strategic architectural decisions that balance high performance and reliability with financial efficiency.

Responsibilities :

Product Design and Architecture :

- Lead the design and architecture of our multi-tenant, highly available, and scalable Enterprise Contact Center platform.

- Define the technical vision and long-term architectural roadmap, ensuring alignment with business goals and industry best practices.

- Architect and design core components, including but not limited to, omnichannel routing (voice, email, chat, social), Interactive Voice Response (IVR) systems, outbound dialers, and real-time and historical reporting and analytics.

- Drive the evolution of our platform to incorporate emerging technologies such as AI/ML for intelligent routing, sentiment analysis, and workforce optimization.

Technical Influence and Evangelism :

- Champion and evangelize modern software development methodologies, including Agile, and foster a culture of engineering excellence, innovation, and accountability.

- Mentor and provide technical guidance to senior and junior engineers, fostering their growth and ensuring high-quality design and implementation.

- Collaborate with product management, engineering teams, and other stakeholders to translate product requirements into robust and scalable technical solutions.

- Act as a subject matter expert on contact center technologies, representing the company at industry forums, and with key customers and partners.

Reliability and Accountability :

- Take ultimate accountability for the reliability, performance, and scalability of the Enterprise Contact Center product.

- Establish and enforce service level objectives (SLOs) and service level indicators (SLIs) for the platform.

- Proactively identify and mitigate technical risks, and lead the resolution of complex production issues.

- Drive a culture of operational excellence and continuous improvement, leveraging data and feedback to enhance system performance.

Performance Engineering and Stress Testing :

- Hands-on experience with benchmarking, load testing, and performance tuning large-scale systems, identifying bottlenecks at the OS, network, and application layers beyond general reliability metrics.

Qualifications :

- Bachelor's or Master's degree in Computer Science, Engineering, or a related field.

- 12+ years of experience in software engineering, with at least 5 years in a senior architect or principal engineer role for an enterprise-grade product.

Proven expertise in System Design and Architecture :

- Demonstrated experience in designing and building large-scale, distributed, and highly available systems.

- Strong understanding of microservices architecture, domain-driven design, and event-driven architectures.

- Experience with public cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g, Docker, Kubernetes).