Forward Deployed Engineer III - 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 be the senior technical voice in Voicebot Delivery: setting the standards others build to, taking on the hardest and most novel builds, and shaping what gets productised rather than rebuilt for each customer.

What You'll Do:Solution Architecture and Delivery:

• Own the most complex and novel voicebot builds, and set the technical approach others follow.

• Act as design authority on solution and integration architecture across the customer's communication stack, and make the feasibility call at scoping.

• Be the technical voice in front of enterprise customers and in escalations.

LLM and Platform Engineering:

• Set the prompt patterns, evaluation standards and guardrails the team builds to.

• Own the architecture of LLM-backed conversation systems: orchestration, retrieval, tool use, latency and failure behaviour.

• Build the connectors, test suites, accelerators and tooling the whole team reuses.

Technical Leadership:

• Shape the product and engineering roadmaps - turn recurring patterns into platform work rather than repeated bespoke builds.

• Partner with Product and Engineering on customer-specific enhancements and on resolving escalations.

• Grow FDE I and FDE II engineers into independent owners.

What We're Looking For:Experience:

• 5+ years, with significant time in a hands-on engineering or forward-deployed role.

• A track record of building reusable tooling and accelerators, not only of delivering projects.

• Experience leading enterprise implementations end to end.

Technical Expertise:

• Strong software engineering background with hands-on coding in Python and/or TypeScript.

• Experience with LLM application architecture: orchestration, retrieval-augmented generation, agents and tool calling, evaluation and guardrails.

• Able to architect integrations against any customer communication stack - ticketing, CRM, marketing automation, deflection and contact centre systems.

• Deep debugging ability across distributed systems, APIs and real-time voice or telephony.

• Working knowledge of cloud platforms, Linux, SQL and networking fundamentals.

Customer and Leadership Skills :

• Credible with engineering teams and with enterprise customers alike.

• Strong stakeholder management and escalation handling.

• Able to mentor engineers and raise the technical bar of a team without owning it on paper.

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 multi-agent frameworks.

• Contact centre platforms, SIP, VoIP or WebRTC.

• Experience influencing a product roadmap from the field.

• Exposure to conversational AI platforms in the market.