Forward Deployed Engineer - 2

Exotel Techcom Pvt Ltd; Bengaluru; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Exotel Techcom Pvt Ltd in Bengaluru is seeking a hands‑on voicebot engineer to own an end‑to‑end voicebot project—from scoping to go‑live—and manage estimates, schedules, and the customer conversation throughout the delivery lifecycle.

You design prompt architectures, work with retrieval over customer knowledge bases to improve accuracy and latency, and implement integrations with CRM, ticketing and contact centre systems via REST APIs and webhooks.

Qualifications

• 2.5 to 5 years in a delivery, solutions or forward‑deployed engineering role.
• Demonstrated ownership of a customer‑facing technical project from start to finish.
• Hands‑on coding in Python and/or JavaScript/TypeScript.
• Practical experience building on LLMs: prompt engineering, retrieval‑augmented generation, evaluation or guardrails.
• Hands‑on with REST APIs, webhooks and API authentication, and comfortable integrating with any customer stack.

Responsibilities

• Own the build of a complete voicebot, including the estimate and the delivery schedule.
• Run requirement and design sessions with customers and translate needs into a workable solution.
• Present pilot results, handle objections and drive user acceptance testing through go‑live.
• Design prompt architecture for bot persona, guardrails, escalation paths and language switching.
• Build non‑standard integrations across ticketing, CRM, marketing automation and contact centre systems using REST APIs.

Skills

Python

JavaScript/TypeScript

REST APIs

LLM prompt engineering

Voice technologies

Customer-facing communication

Education

Bachelor's or Master's in Computer Engineering or Computer Science

Tools

AWS

GCP

Azure

Job description

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.

About the Role

You will own a voicebot end to end — from scope handover to go-live — including its estimate, its schedule and the customer conversation that goes with it. This is a hands‑on engineering role embedded in customer delivery, not a coordination role.

What You'll Do

Customer Engagement and Solution Delivery

• Own the build of a complete voicebot, including the estimate and the delivery schedule.
• Run requirement and design sessions with customers and translate what you hear into a workable solution.
• Present pilot results, handle technical objections and drive user acceptance testing through to go-live.

Conversation and LLM Engineering

• Design the prompt architecture for a bot: persona, guardrails, escalation paths, language switching and failure behaviour.
• Work with retrieval over customer knowledge bases and tune for accuracy and latency.
• Improve bot quality through prompt optimisation and evaluation against defined test sets.

Integrations and Engineering

• Build non‑standard integrations independently across whatever the customer runs — ticketing, CRM, marketing automation, deflection and contact centre systems — using REST APIs, webhooks and token‑based authentication.
• Debug across telephony, speech recognition and synthesis, and the customer’s own stack.
• Build reusable components rather than repeating the same work across customers.

Product Input

• Propose product improvements with a case attached — how many customers are affected and what it unblocks.

What We're Looking For

Experience

• 2.5 to 5 years in a delivery, solutions or forward‑deployed engineering role.
• Demonstrated ownership of a customer‑facing technical project from start to finish.

Technical Expertise

• Hands‑on coding in Python and/or JavaScript or TypeScript.
• Practical experience building on LLMs: prompt engineering, retrieval‑augmented generation, evaluation or guardrails.
• Hands‑on with REST APIs, webhooks and API authentication, and comfortable integrating with any customer communication stack — ticketing, CRM, marketing automation, deflection and similar systems.
• Working understanding of voice technologies — IVR, SIP or VoIP, speech recognition and speech synthesis.

Customer and Communication Skills

• Confident presenting to customers and defending a technical design.
• Able to hold scope in a customer conversation and elevate commercial questions rather than absorb them.
• Clear written communication and disciplined follow‑through.

Education

• Bachelor’s or Master's in Computer Engineering, Computer Science or an equivalent computer‑related degree.

Good to Have

• Experience with LLM application or agent frameworks.
• Contact centre or customer engagement platforms.
• Cloud platform experience across AWS, GCP or Azure.
• Speech recognition or synthesis tuning.