Technical Project Manager-AI Delivery

Exotel; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Exotel is hiring a Delivery-focused TPM to own end-to-end delivery of enterprise Voicebot/Contact Center projects. You’ll drive from kickoff to go-live, collaborating with FDEs and cross-functional teams to ensure successful outcomes.

You will be the single-threaded owner for plans, risks, timelines, and customer communications, with strong SIP knowledge and telephony expertise guiding implementation and delivery governance.

Qualifications

• 6–8 years of project/program management delivering customer-facing technical systems (SaaS/telecom/CCaaS preferred).
• Strong client-facing execution with clear updates and stakeholder management.
• Working knowledge of SIP and telephony incident/debug environments.
• Ability to bring structure in ambiguity with milestones and logs.
• Solid technical aptitude to understand logs, APIs, integrations.

Responsibilities

• Own project plans, milestones, RAID logs, and delivery governance for multiple deployments.
• Lead customer-facing ceremonies and manage expectations across scope and timelines.
• Travel to customer sites for workshops, cutovers, and escalations as needed.
• Coordinate across customer IT/telephony vendors and Exotel teams to deliver end-to-end flows.

Skills

Project management

Stakeholder management

SIP knowledge

Telephony/CCaaS

Technical aptitude

Communication

Education

Bachelor's in IT/CS

Tools

Jira

Confluence

Postman

SQL

Job description

Exotel is one of Asia's largest customer communication platforms. We are on a mission to move enterprise customer communication to the cloud. In 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.

Role summary

You will own end-to-end delivery of enterprise Voicebot/Contact Center projects—driving execution from kickoff to go-live and steady-state performance, across multiple systems and stakeholders. You’ll be the “single-threaded owner” for program plans, risks, dependencies, timelines, and customer communication—while 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); it’s a delivery + customer outcomes TPM role working closely with FDEs and cross-functional engineering teams.

Key responsibilities

• Own project plans, milestones, RAID logs (Risks/Assumptions/Issues/Dependencies), and delivery governance for multiple concurrent customer deployments.

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.
• 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 centre context is a bonus). (ir.com)
• Manage security/compliance workflows: vendor security questionnaires, data handling expectations, access control requirements, and approvals with customer security teams. (scrut.io)

Must-have qualifications

• 6–8 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 artefacts, data flow review). (scrut.io)

Nice-to-haves

• Telco/Contact Centre domain experience (SIP trunking, PBX, ACD/IVR concepts, QoS/latency awareness). (ir.com)
• Exposure to tools like Jira/Linear, Confluence/Notion, Postman, basic SQL/log analytics.

What success looks like (first 90 days)

• Independently run 1–2 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.