Forward Deployed Engineer 2

Exotel is Indias leading AI-first cloud communications platform powering over 25 billion customer conversations annually for 6000 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.

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.

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 customers 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.

• 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 escalate commercial questions rather than absorb them.

• Clear written communication and disciplined follow-through.

• Bachelors or Masters in Computer Engineering Computer Science or an equivalent computer-related degree.

• 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.