Location: Bengaluru,Karnataka,India

About Us

Exotel is the emerging market’s leading full-stack customer engagement platform and business-focused virtual telecom operator. Founded in 2011, our cloud-based product suite powers over 50 million daily engagements across voice, video, and messaging channels.

Trusted by 6,000+ companies across 60+ countries—including India, Southeast Asia, the Middle East, and Africa—Exotel enables unified customer engagement for leading businesses such as Ola, Swiggy, Flipkart, GoJek, Byju’s, HDFC Bank, Zomato, and Urban Company. Our offerings include communication APIs, a modern omnichannel contact centre, and a conversational AI platform hosted on the cloud.

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

About the Role

We are looking for a Technical Project Manager who can lead and deliver complex technical and cross-functional projects from start to finish. You are responsible for the end-to-end planning, execution, and delivery of specific AI product implementations to enterprise customers. This role involves managing the project lifecycle from initiation to closure, ensuring customer satisfaction, and coordinating effectively with internal technical teams and other cross-functional teams. You will be the primary customer interface for their assigned projects, ensuring clear communication, proactive issue resolution, and adherence to AI-first delivery processes.

You will also be expected to provide technical insights, contribute to solution design, and support team members as needed—while driving a culture of continuous improvement.

Responsibilities:

• Develop detailed project plans, including scope, objectives, timelines, budgets, and resource allocation. Manage project activities, track progress, and ensure deliverables meet quality standards.
• Serve as the primary point of contact for the customer on assigned projects, conducting regular status meetings, managing expectations, and ensuring customer needs are met.
• Work with customers to define and document project requirements, manage scope changes, and ensure alignment with product capabilities.
• Identify potential project risks and issues, develop mitigation strategies, and facilitate timely resolution, escalating to the Lead Project Manager as necessary.
• Coordinate daily activities with delivery and Engineering teams, ensuring technical tasks are aligned with project timelines. Liaise with Support Engineers for smooth post-delivery handover. Work with all stakeholders and the cross-functional team to ensure smooth delivery of the project.
• Prepare and present regular project status reports to the Lead Project Manager and internal stakeholders.
• Ensure all project activities adhere to established AI delivery methodologies and best practices.
• Provide mentorship to junior project team members and contribute to the growth of a high-performing, value-driven organisation.
• Act independently and take ownership of business satisfaction through tested, deployed solutions.

What We’re Looking For

• 5+ years of experience in project management, preferably in software or SaaS delivery. Experience in managing complex projects from initiation to closure.
• Strong understanding of integration methods for CRMs and APIs.
• Knowledge of cloud systems, architecture, networking, and deployment methodologies.
• Familiarity with AI/ML, NLP, or conversational AI concepts is a strong plus.
• Experience in gathering requirements and mapping them to business use cases.
• Ability to run customer meetings and manage change requests effectively.
• Strong understanding of Linux, networking, databases, message queues, and caching.
• Hands-on exposure to GenAI—prompt engineering, LLM applications.
• Excellent time management, communication, and interpersonal (soft) skills.
• Strong organisational, communication, and problem-solving skills.
• Customer-focused with a proactive approach to issue resolution.

General Skills

• Lead the implementation and testing of GenAI projects for customers.
• Coordinate expectation-setting and delivery timelines with pre-sales, product, and support teams.
• Ensure adherence to SLAs and proactively resolve delivery bottlenecks.
• Mentor junior engineers and uphold high-quality delivery standards across projects.