Professional Services Manager(Chatbot & CCAAS Development))

Exotel; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Exotel is seeking a Manager - Professional Services to lead enterprise implementations and delivery across our Communication APIs and Contact Centre solutions. You will drive scalable delivery processes, mentor leaders, and ensure predictable execution for major customers.

You will collaborate with Sales, Solutions Engineering, Product, Support, and Customer Success to ensure smooth project delivery, manage escalations, and continuously improve delivery efficiency.

Qualifications

• 8-15 years in Professional Services, Technical Delivery, or Enterprise Implementations in B2B SaaS or cloud tech.
• At least 3 years leading enterprise delivery teams or technical delivery organisations.

Responsibilities

• Lead and mentor a team of 20+ Implementation Engineers, Team Leads, and Solution Consultants.
• Own end-to-end delivery of enterprise implementations from design to production go-live.
• Oversee complex deployments across CPaaS, Contact Centre, and Conversational AI.
• Track delivery health with KPIs, SLAs, and customer satisfaction.
• Lead RCA and process improvements to reduce delivery issues.
• Be senior ops escalation point for strategic enterprise customers.
• Partner with Sales, Product, Engineering, and Support for smooth onboarding.

Skills

Delivery leadership

Enterprise delivery

API integrations

CRM platforms

Cloud platforms

Tools

Salesforce

Zoho

Freshworks

Job description

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 6,000 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, we're 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 Exotel's 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 You'll 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 We're Looking For

Experience

• 8-15 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.