Location: Bengaluru,Karnataka,India
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.
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