About Exotel

Exotel is Indias leading AI-first cloud communications platform powering over 25 billion customer conversations annually for 6000 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. As we continue to scale and prepare for our next phase of growth were looking for leaders who can help deliver exceptional customer outcomes.

About the Role

The Lead Integration & Customisation Resident Engineers (ICE) will lead a team of Resident Engineers embedded with enterprise customers to deliver integrations customisations automation and technical solutions on Exotels platform.

You will be responsible for team leadership delivery excellence customer escalations stakeholder management and driving technical best practices across customer engagements.

What Youll Do

Team Leadership

• Lead mentor and grow a team of 1020 Resident Engineers.
• Drive hiring onboarding performance management and career development.
• Build a culture of ownership accountability and continuous learning.

Delivery & Operations

• Own delivery quality across customer implementations and integrations.
• Ensure the successful execution of APIs workflows automations AI bots and platform customisations.
• Drive SLA adherence operational excellence and continuous improvement.

Customer Management

• Act as the leadership escalation point for enterprise customers.
• Partner with customer IT engineering and business stakeholders.
• Participate in customer reviews governance meetings and escalation management.

Solutioning & Innovation

• Guide integration architecture and technical solution design.
• Promote reusable frameworks automation and best practices.
• Drive adoption of AI-powered customer engagement solutions and emerging technologies.

What Were Looking For

Experience

• 610 years of experience in SaaS CPaaS CCaaS Contact Centre or Enterprise Software environments.
• 2 years of experience managing technical or delivery teams.
• Strong experience leading customer-facing technical projects and enterprise implementations.

Technical Expertise

• Strong knowledge of REST APIs Webhooks CRM integrations and enterprise applications.
• Experience with Salesforce Zoho Freshdesk Zendesk or similar platforms.
• Understanding of IVR SIP VoIP WebRTC Contact Centre and Customer Engagement technologies.
• Working knowledge of AWS/GCP/Azure Linux SQL and networking fundamentals.

Customer & Leadership Skills

• Strong stakeholder management and escalation handling experience.
• Ability to engage confidently with enterprise customers and senior stakeholders.
• Excellent problem-solving communication and team leadership skills.
• Data-driven approach to delivery management and operational excellence.

Good to Have

• Experience as a Resident Engineer Manager Technical Account Manager Solutions Engineering Lead.
• Exposure to Conversational AI Voice Bots Chatbots and AI-powered CX solutions.
• Familiarity with platforms such as Twilio Genesys Amazon Connect Freshworks or similar technologies.
• PMP ITIL Scrum or related certifications.