About Exotel Exotel is the emerging market's leading full-stack customer engagement platform and business-focused virtual telecom operator. Founded in 2011, our cloud platform powers over 50 million daily engagements across voice, video and messaging for 6,000+ companies in 60+ countries, including Ola, Swiggy, Flipkart, Zomato, HDFC Bank and Urban Company. We run three product lines: communication APIs (CPaaS), a modern omnichannel cloud contact center, and a conversational AI platform. Our chatbots and virtual assistants serve 8 of India's top 10 banks, and we are building agentic AI experiences with some of the country's largest consumer brands. Experience: 5–8 years Location: Bengaluru (Domlur), with customer-site travel as needed · About the Team The Chatbot Delivery team is part of Exotel's Conversational AI delivery organisation and focuses exclusively on enterprise chatbot and virtual-assistant deployments across WhatsApp, web, in-app chat and other messaging channels. The team takes each deployment from signed deal to stable production, and keeps it performing after go-live. Role Summary You will own end-to-end delivery of enterprise chatbot projects: kickoff, requirements, conversation design sign-off, integrations, UAT, go-live, hypercare and handover. You'll be the single-threaded owner for the plan, risks, dependencies, timelines and customer communication, working closely with conversation designers, bot developers/FDEs, product and engineering, and the customer's IT, digital and security teams. This is a delivery and customer-outcomes role, not an engineering-manager role. You won't build the bots yourself, but you need enough technical depth to understand how they work, spot problems early and unblock them. Key Responsibilities Program ownership & delivery execution • Own project plans, milestones, RAID logs and delivery governance for multiple concurrent enterprise chatbot deployments. • Drive structured execution: kickoff → discovery workshops → use-case and conversation-flow sign-off → integrations → UAT → go-live → hypercare → handover to support. • Maintain delivery artefacts: project plan, decision log, action tracker, UAT plan, cutover/go-live runbook and status reports. Customer-facing leadership • Be the primary point of contact for the customer: run status calls, steering reviews and escalation calls, and keep stakeholders aligned on scope, timelines and acceptance criteria. • Translate business goals (deflection, self-service, lead capture, collections, servicing) into clear use cases, journeys and success metrics. • Manage scope changes and change requests with clear impact assessment and trade-offs. Chatbot solutioning & integrations • Coordinate the build of intents, flows, FAQs/knowledge bases and LLM/GenAI-powered experiences with conversation designers and bot developers. • Manage integration-heavy projects: REST APIs, webhooks, CRMs, core banking/LOS/LMS systems, ticketing tools, authentication/OTP flows and live-agent handover to the contact center. • Own channel readiness, including WhatsApp Business API onboarding (templates, opt-ins, number/display-name approvals), web widgets and in-app SDKs. Quality, go-live & post-launch performance • Plan and run UAT with the customer, including test cases for happy paths, fallbacks, edge cases and multilingual journeys. • Own go-live readiness and hypercare; triage production issues with engineering and drive them to closure. • Track and improve bot performance after launch: containment/deflection rate, fallback rate, intent accuracy, drop-offs, CSAT and adoption. InfoSec & compliance readiness • Drive security and compliance workflows with enterprise customers (especially BFSI): security questionnaires, data-flow diagrams, PII/data-handling and access-control requirements, and approvals. What We're Looking For Must-have • 5–8 years of project/program management, delivering customer-facing technical systems (SaaS, conversational AI, CCaaS/CPaaS or enterprise software). • Hands-on delivery of chatbot, virtual assistant or conversational AI projects for enterprise customers, owned through UAT → go-live → hypercare. • Working understanding of how chatbots are built: intents/entities, NLU, dialogue flows, fallbacks, and knowledge-base or LLM/RAG-based answering. • Solid technical aptitude: comfortable reading API documentation, request/response payloads and logs, and following basic solution architecture. • Experience managing API/CRM integrations alongside engineering teams. • Strong client-facing execution: crisp written updates, stakeholder management, escalation handling and negotiation on scope and timelines. Good to have • Delivery experience with BFSI customers and their security and compliance processes. • WhatsApp Business API or other messaging-channel experience. • Exposure to chatbot platforms (e.g. Dialogflow, Rasa, Microsoft Bot Framework, Yellow.ai, Haptik, Gupshup) or LLM-based agent frameworks. • Multilingual / Indic-language bot deployments. • Hands-on with Jira, Confluence, Postman, and basic SQL or analytics dashboards. What Success Looks Like in the First 90 Days • Independently run 2–3 live chatbot deployments with predictable milestones and high customer confidence. • Put in place reusable delivery templates for the new team: kickoff checklist, use-case sign-off, UAT plan, go-live runbook and hypercare SOP. • Establish a post-launch performance review rhythm (containment, fallback, CSAT) with key customers. Why Exotel • Build and shape a newly formed team at the centre of Exotel's conversational AI growth. • Work with India's leading banks and consumer brands on high-scale, high-impact deployments. • A profitable, 14+ year-old company with the pace and ownership of a product startup.