ABOUT EXOTEL

Exotel is India's leading AI-first cloud communications platform, powering over
25 billion customer conversations annually for 6,000+ 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, we're looking for
leaders who can help deliver exceptional customer outcomes.

ABOUT THE ROLE

The Lead – Forward Deployment Engineers (FDE) will lead a team of Resident
Engineers embedded with enterprise customers to deliver integrations,
customisations, automation, and technical solutions on Exotel's platform.

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

WHAT YOU'LL DO

TEAM LEADERSHIP

* Lead, mentor, and grow a team of 10–20 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 WE'RE LOOKING FOR

EXPERIENCE

* 6–10 years of experience in

📌 Lead – Forward Deployment Engineers (Gurugram)
🏢 Exotel Techcom
📍 Gurugram