ABOUT EXOTEL

Exotel is India's leading AI-first cloud communications platform, powering mission-critical customer interactions for 6,000+ enterprises across Southeast Asia and the Middle East. As we accelerate toward our IPO, we are investing aggressively in the talent and infrastructure needed to scale our Professional Services function — and this role sits at the heart of that growth.

ROLE OVERVIEW

The Manager – Integration & Customisation Resident Engineers (ICE) is a strategic leadership role within Exotel's Customer Operations org. You will own the delivery quality, capacity, and career growth of a team of Resident Engineers embedded with enterprise clients — engineers who customise, integrate, and sustain Exotel's CCaaS, CPaaS, and Customer Engagement stack within the client's ecosystem.

You bridge the gap between technical execution and business outcomes: ensuring your team delivers seamless integrations, resolves complex escalations, and becomes a trusted extension of each client's engineering team - while continuously raising the technical bar across the function.

KEY RESPONSIBILITIES

Team Leadership & Capacity Management

- Hire, onboard, mentor, and manage a team of 10 - 20 ICE engineers (L1–L3) across client engagements

- Define career paths, set performance goals (OKRs/KRAs), and conduct regular 1:1s and structured performance reviews.

- Drive capacity planning in collaboration with Pre-Sales, Account Management, and PS leadership to resource current and existing engagements.

- Foster a high-accountability, blameless-learning culture with a strong bias for ownership.

Delivery Excellence

- Own end-to-end delivery quality for all ICE client deployments - flows, integrations, connectors, API orchestrations, and AI bots.

- Establish and enforce delivery standards: code review practices, documentation norms, SLA adherence, and escalation protocols.





- Track and report on key delivery metrics (CSAT, Time-to-Resolution, SLA breach rate, re-open rate) and drive continuous improvement

- Partner with the QA and Product Engineering teams to ensure client-side customisations are robust, maintainable, and aligned to the product roadmap.

- Manage the program and project lifecycles for all customer deliveries to ensure successful and timely execution.

Client & Stakeholder Management

- Serve as the single point of contact (SPOC), alongside the Resident Engineers, for all customer accounts where an RE is deployed.

- Serve as the technical point of contact for escalations from enterprise clients assigned to your team

- Build strong relationships with client IT/Engineering leads, translating business requirements into scalable integration architectures

- Lead Quarterly Business Reviews (QBRs) alongside TAMs and Account Management, presenting delivery health and improvement plans

- Proactively identify expansion opportunities — integrations, customisations, or new Exotel product adoption — and flag them to Commercial teams

Process & Knowledge Management

- Build and maintain a centralised knowledge base of integration patterns, runbooks, and reusable components across the ICE function

- Define and refine onboarding playbooks for new Resident Engineers; reduce ramp time through structured knowledge transfer





- Champion automation — identify repetitive manual tasks within the team's workflows and drive tooling or scripting solutions

- Collaborate with Product, Pre-Sales, and Solutions Engineering to feed real-world integration pain points back into the product roadmap

AI & Innovation

- Encourage and pilot the adoption of AI capabilities within client environments - Exotel's AI Agent, sentiment analysis, and intelligent routing

- Stay current with CPaaS/CCaaS/Chatbot/Customer Engagement market developments and evaluate their relevance to Exotel's integration portfolio

- Drive internal PoCs and tooling experiments that improve engineer efficiency or unlock new client value.

WHAT WE'RE LOOKING FOR

Competency

Details

Experience

6–10 years in technical roles; 2+ years managing teams in a SaaS/CPaaS/CCaaS environment

Integration Depth

Hands-on expertise in REST/SOAP APIs, webhooks, CRM integrations (Salesforce, Zoho, Freshdesk), IVR/ACD configuration, and telephony protocols (SIP, VoIP, WebRTC)

Programming

Proficiency in at least one scripting language (Python, Node.js, or Bash); ability to review and guide team code; SQL for log/data analysis

Cloud & Infra

Working knowledge of AWS/GCP/Azure basics; Linux administration; networking fundamentals (DNS, HTTP/S, TLS, VPN)

Data Orientation

Comfort with dashboards and metrics; experience tracking delivery KPIs and presenting insights to leadership

GOOD TO HAVE

- Prior experience in a Resident Engineer or Technical Account Manager capacity

- Exposure to AI/ML integrations, conversational AI platforms, or speech analytics tools

- Familiarity with Exotel's product suite or competitor CCaaS, CPaaS, or Customer Engagement platforms (Twilio, Infobip, Genesys, YelloAI)

- PMP, ITIL, or equivalent delivery/project management certification

- Experience supporting IPO readiness or working in a high-growth pre-IPO environment

📌 Manager -Resident Engineer (Gurugram)
🏢 Recognized
📍 Gurugram