Technical Program Manager-Voice Bot Delivery
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About Us
Exotel is one of Asias largest customer communication platforms. We are on a mission to move enterprise customer communication to the 2020 we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola Swiggy Zerodha Whitehat Jr Practo Flipkart GoJek etc. We also power customer communication for some of the top banks in the country. Join us on this journey to improve how companies look at customer communication. Read our growth story here.
Location: Bengaluru (primary) travel required (customer sites)
Role summary
You will own end-to-end delivery of enterprise Voicebot/Contact Center projectsdriving execution from kickoff to go-live and steady-state performance across multiple systems and stakeholders. Youll be the single-threaded owner for program plans risks dependencies timelines and customer communicationwhile partnering with FDEs for technical implementation and solutioning.
A strong working knowledge of SIP is mandatory (SIP is the signalling protocol commonly used to initiate/modify/terminate VoIP sessions). (RFC Editor)
Note: This is not an Engineering Manager role (no people management); its a delivery customer outcomes TPM role working closely with FDEs and cross-functional
engineering teams.
Key responsibilities
Program ownership & delivery execution
Own project plans milestones RAID logs (Risks/Assumptions/Issues/Dependencies) and delivery governance for multiple concurrent customer deployments.
Drive structured execution: kickoff requirements/workshops solutioning integrations UAT production go-live hypercare handover.
Customer-facing leadership
Run customer-facing ceremonies (status calls technical deep-dives escalation calls) manage expectations and keep stakeholders aligned on scope timelines and acceptance criteria.
Travel to customer sites for workshops cutovers and escalations when needed.
Solutioning cross-system coordination
Coordinate across customer IT/telephony vendors contact centre teams security teams and Exotel engineering to deliver working end-to-end flows.
Manage integration-heavy projects involving APIs webhooks CRMs DBs and contact center/telephony setups.
Telephony/Contact Centre fundamentals
Own technical readiness checklists for voice deployments (routing transfers DTMF call recording requirements latency constraints).
Use your SIP knowledge to unblock issues quickly (SIP trunking/contact center context is a bonus). ()
InfoSec & compliance readiness
Manage security/compliance workflows: vendor security questionnaires data handling expectations access control requirements and approvals with customer security teams. ()
Must-have qualifications
68 years of project/program management experience delivering customer-facing technical systems (SaaS/telecom/contact center/CCaaS preferred).
Strong client-facing execution: crisp written updates stakeholder management escalation handling negotiation on scope/timelines.
Working knowledge of SIP (must) and comfort operating in telephony-style incident/debug environments. (RFC Editor)
Ability to operate with ambiguity and bring structure (clear milestones ownership and decision logs).
Solid technical aptitude (can understand logs APIs integrations basic architecture) and partner effectively with engineers/FDEs.
Familiarity with InfoSec processes in enterprise deals (security reviews compliance artifacts data flow review). ()
Nice-to-haves
Telco/Contact Centre domain experience (SIP trunking PBX ACD/IVR concepts QoS/latency awareness). ()
Experience delivering AI/Voicebot/Conversational AI systems.
Exposure to tools like Jira/Linear Confluence/Notion Postman basic SQL/log analytics.
What success looks like (first 90 days)
Independently run 12 key projects with predictable milestones and high customer confidence.
Reduce go-live friction via stronger templates: kickoff checklist UAT plan cutover runbook hypercare SOP.
Improve delivery hygiene (risk management scope control cross-team alignment) across the FDE engineering loop.
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
