WHY THIS ROLE EXISTS :

We have strong technical delivery pods with real AI and engineering talent. What we need now is a leader who sets the quality bar across both Voice Bot and Chatbot delivery and holds the teams to it.

Our delivery teams need to operate as Forward Deployment Engineers : part Solution Architect, part Full-Stack Engineer, part Applied AI practitioner. This person builds that culture and enforces that standard.

The problems this role solves :

- Technical quality is inconsistent - deployments require more rigorous review before reaching production.

- Work distribution across pods needs active management - capacity, utilisation, and challenge levels are uneven.

- Pod leads have strong individual contributor instincts and need coaching toward true team management.

- No succession pipeline exists - the next generation of technical leaders is not yet being built.

- Delivery timelines directly impact client revenue outcomes - a high-agency, high-accountability operating culture is non-negotiable at this scale.

THE MANDATE :

You own two things : technical quality across all delivery, and the development of the people doing it. These are inseparable.

1. Technical Quality Enforcement :

- Own the technical bar for every voice bot and chatbot deployment - from solution design through go-live to steady-state operations.

- Review integrations, conversation flow designs, AI model configurations, API contracts, and telephony setups before they reach production.

- Act as solution architect on complex client integrations - coach the team on how to design and deliver correctly, not do it for them.

- Call out what is wrong, clearly and early. Not after the client notices.

- Own the deployment checklist, the quality gate, and the go-live sign-off process.

2. Team Development & Succession :

- Coach Voice Bot and Chatbot pod leads to shift their operating mode from individual contributor to manager - from doing to directing.

- Identify 2-3 high-potential team members across pods and actively develop them toward next-level roles.

- Distribute work with intent : right people on right projects, capacity balanced, everyone operating at full potential.

- Build a Forward Deployment Engineer culture - every delivery team member should be capable of owning solution design, full-stack implementation, and AI configuration end-to-end on their accounts.

- Set clear expectations on quality, accountability, and escalation. No zombie projects. No polite silence about problems.

3. High-Agency Operational Rhythm :

- Delivery at this scale requires a team that moves with urgency and ownership, not one that waits for direction. Your job is to build that.

- Establish and own the weekly technical delivery review across Voice Bot and Chatbot functions.

- Maintain full visibility into all active deployments - health, blockers, and risk to go-live or production stability.

- Instil a direct link between delivery speed and client revenue outcomes. Every slip is a client revenue impact - the team must internalise this.

- Flag RED projects within 48 hours of trigger. Escalate to Head of Delivery with a clear recommendation, not just a problem statement.

- Drive a zero-zombie-project culture - every project has an active committed date or a kill decision, no exceptions.

- Coordinate with product and engineering when platform or AI issues affect delivery - be the technical interface between the delivery team and product/tech.

WHAT WERE LOOKING FOR:

The profile were building toward across the delivery team is the Forward Deployment Engineer : someone who can own solution architecture, build or deeply understand full-stack implementation, and configure and evaluate AI systems in production. This role sets that standard and builds it into the culture.

Solution Architecture - You can design, not just describe :

- Experienced in designing enterprise integrations : REST APIs, webhooks, CRM connectivity, telephony platforms, event-driven systems.

- Can produce and review solution architecture documents, sequence diagrams, and integration blueprints for complex client environments.

- Has owned technical design decisions for client-facing deployments in Voice AI or conversational AI - not just reviewed them.

- Comfortable with multi-system architectures : dialler integrations, IVR flows, real-time speech pipelines, callback and retry logic.

Applied AI Depth - You understand AI delivery, not just AI theory :

- Familiar with LLM-based conversational AI : prompt structure, model behaviour, hallucination patterns, latency trade-offs, and retrieval-augmented generation (RAG).

- Understands voice bot architecture : the STT - LLM - TTS pipeline (including Speech-to-Speech), turn-taking, interruption handling, and conversation flow logic.

- Can evaluate whether a deployed voice bot or chatbot is configured correctly at the production delivery level - not at the research level.

- Familiar with LLMs, SLMs, and when to use each. Experience with AI evaluation, quality scoring, and production monitoring is a strong plus.

Full-Stack Engineering Grounding - Youve built, not just managed builds :

- Strong engineering foundation across Python and MERN stack - sufficient to read code, review architectures, and challenge technical decisions with specificity.

- Comfortable with cloud environments, deployment pipelines, and production observability.

- Not expected to write production code in this role - but must be credible and precise when reviewing it.

- Has worked with telephony infrastructure (SIP, WebRTC, or similar) and understands real-time system constraints.

People Leadership - This is your primary job :

- Has managed technical delivery teams before. Can show specifically how someones output improved because of how you managed and developed them.

- Has coached individual contributors toward management - the shift from doing to directing.

- Has built team structures : defined roles, distributed work with intent, created accountability without micromanaging.

- Operates with high agency - does not wait to be told what to fix. Identifies problems, proposes solutions, and acts.

- Does not default to solving technical problems themselves when the team is stuck. Coaches first. Steps in only when truly needed.

Character Filters - Non-negotiable :

- High ownership : you treat delivery outcomes as your own, not the teams problem to manage.

- Bias for directness : you say what is wrong, to the right person, at the right time. No soft-pedalling quality issues.

- Comfortable with ambiguity : Oriserve is scaling fast - processes are being built, not inherited.

- Enterprise sensibility : understands what BFSI, Telecom, and Auto clients expect at scale, and why cutting corners is not a trade-off.

- Urgency without chaos : knows how to move fast, make decisions under pressure, and keep the team steady.

WHAT SUCCESS LOOKS LIKE:

First 30 Days :

- Deep familiarity with every active client deployment across Voice Bot and Chatbot - whats live, whats in progress, whats at risk.

- First technical review conducted with each pod. Initial quality gaps and work distribution issues documented.

- Clear picture of team capacity : who is overloaded, who is underutilised, where the skills gaps are.

60-90 Days :

- Technical quality review cadence established and running. Every deployment has a review owner and a sign-off checkpoint.

- Pod leads operating with clearer delegation - less doing, more directing.

- First succession plan drafted : 2-3 names identified with a development path outlined.

- Zero production incidents attributable to inadequate pre-deployment review.

6 Months :

- Pods are self-correcting - team members flag quality issues before they escalate to you.

- Go-live velocity improves : fewer slips, faster recovery when slips happen.

- Pod leads are managing, not executing. Youre developing them, not replacing them.

- At least one team member is visibly ready for a step-up in responsibility.

- The Forward Deployment Engineer standard is visible in how the team approaches new client onboardings.

WHAT THIS ROLE IS NOT

- If your instinct when a delivery is struggling is to jump in and fix it yourself - this is not the right role. The job is to build people who fix it, and systems that prevent it from breaking in the first place.

- Not a project manager. The Head of Delivery owns client program management and timelines. You own technical quality and team development.

- Not a senior IC. You will not be the person designing prompts, building integrations, or configuring bots for clients on an ongoing basis.

- Not a co-delivery resource. You own a quality and coaching function - not a headcount buffer for busy delivery periods.

WHY JOIN ORISERVE?

- You will be one of the most technically senior people in the delivery organisation - with real authority to set the quality bar and enforce it.

- Oriserve operates at genuine enterprise scale : 30 Mn+ AI voice interactions and 10 Mn+ chats every month across marquee BFSI, Telecom, and Auto clients in India and internationally.

- You will build the technical delivery function from the ground up - the team structure, quality processes, and succession pipeline. This is a builder role, not a maintenance role.

- Direct visibility to the founding team. Your mandate is clear and your impact is measurable quarter-on-quarter.

- Competitive compensation + ESOP in a company at pre-Series A inflection with strong fundamentals.