About Exotel

Exotel is a leading AI-first customer engagement platform and business-focused virtual telecom operator powering over 70 million customer conversations every day across voice messaging video and AI.

Founded in 2011 Exotel serves more than 6000 businesses across India Southeast Asia the Middle East and Africa through its Omnichannel Contact Centre Communication APIs and Conversational AI solutions. Trusted by leading enterprises across BFSI Retail Healthcare Logistics and Consumer Internet Exotel enables businesses to deliver reliable scalable and intelligent customer experiences.

As we continue to scale our platform and customer base were building a world-class Professional Services organisation that delivers seamless enterprise implementations and accelerates customer time-to-value.

About the Role

As the Manager Professional Services you will lead Exotels enterprise implementation and delivery organisation ensuring successful onboarding and deployment of our Communication APIs Contact Centre and Conversational AI solutions.

This is a highly cross-functional leadership role responsible for driving operational excellence across multiple implementation teams while building scalable delivery processes mentoring technical leaders and ensuring predictable execution for enterprise customers.

You will work closely with Sales Solutions Engineering Product Support and Customer Success to ensure smooth project execution manage critical customer escalations and continuously improve delivery efficiency.

What Youll Do

Lead High-Performing Delivery Teams

• Lead and mentor a team of 20 Implementation Engineers Team Leads and Solution Consultants.
• Build a culture of ownership accountability continuous learning and customer obsession.
• Drive hiring onboarding coaching performance management and career development across the Professional Services organisation.
• Manage resource planning and capacity across multiple implementation streams to maximise delivery efficiency.

Drive Enterprise Delivery Excellence

• Own end-to-end delivery of enterprise implementations from solution design through production go-live.
• Oversee complex deployments across CPaaS Contact Centre Conversational AI and enterprise integrations.
• Track delivery health through key metrics including implementation timelines onboarding success deployment quality customer satisfaction and SLA adherence.
• Lead structured Root Cause Analysis (RCA) and operational improvements to eliminate recurring delivery issues.

Own Customer Success During Implementations

• Serve as the senior operational escalation point for strategic enterprise customers.
• Resolve complex implementation challenges while maintaining strong customer relationships.
• Partner closely with Customer Success Sales Product Engineering and Support to ensure seamless customer onboarding and project execution.

Build Scalable Delivery Operations

• Standardise implementation methodologies delivery frameworks onboarding playbooks governance models and reusable solution architectures.
• Build and maintain knowledge repositories implementation documentation and operational runbooks.
• Drive continuous process improvement initiatives to improve delivery velocity and reduce implementation effort.

Drive Innovation Through AI

• Champion adoption of AI-powered delivery tools and automation across Professional Services.
• Evaluate and implement delivery accelerators that improve engineer productivity and customer time-to-value.
• Support adoption of Exotel AI capabilities within customer implementation programs.
• Encourage experimentation through Proof of Concepts (PoCs) and operational tooling improvements.

What Were Looking For

Experience

• 815 years of experience in Professional Services Technical Delivery Solution Delivery or Enterprise Implementations within B2B SaaS or cloud technology companies.
• At least 3 years of experience leading enterprise implementation teams or technical delivery organisations.

Technical Expertise

• Strong understanding of API-based integrations including REST APIs Webhooks JSON XML and enterprise integration patterns.
• Experience working with CRM platforms such as Salesforce Zoho Freshworks or similar enterprise applications.
• Knowledge of cloud platforms (AWS Azure or GCP) and modern SaaS architectures.
• Exposure to telephony technologies such as SIP VoIP WebRTC IVR or Contact Centre platforms is highly desirable.

Leadership

• Proven experience managing multiple delivery teams implementation projects and customer engagements simultaneously.
• Strong people leadership with experience coaching managers team leads and technical professionals.
• Excellent stakeholder management and executive communication skills.
• Strong execution mindset with the ability to balance customer needs business priorities and operational excellence.

Operational Excellence

• Strong analytical skills with experience managing delivery KPIs SLAs implementation metrics and operational dashboards.
• Experience driving process improvements standardisation governance and quality initiatives.
• Demonstrated ability to manage customer escalations and lead cross-functional collaboration.

Good to Have

• Experience scaling Professional Services functions within high-growth SaaS organisations.
• Exposure to Generative AI Conversational AI LLM-based applications or AI-powered automation.
• Familiarity with cloud communications CPaaS Contact Centre or customer engagement platforms.
• Certifications such as PMP ITIL Agile Scrum Master or related project management credentials.