Exotel - Forward Deployed Engineer II - Voicebot Delivery

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 escalate 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.