Technical Project Manager-(CCAAS & Voice BOT Delivery)

About Exotel

Exotel is the emerging market s leading AI-powered Customer Engagement Platform, enabling enterprises to engage customers seamlessly across Voice, Messaging, Video, Contact Centre and Conversational AI. Trusted by over 6,000 businesses across 60+ countries-including Ola, Swiggy, Flipkart, HDFC Bank and Zomato-Exotel powers more than 50 million customer interactions every day.

As enterprises increasingly adopt AI-first customer engagement solutions, Exotel is at the forefront of delivering highly scalable, secure and enterprise-grade deployments across Contact Centre, CPaaS and Conversational AI.

Location: Bangalore or GurgaonAbout the Role

We are looking for a Technical Project Manager to own the end-to-end delivery of complex enterprise implementations across Exotel s Customer Engagement portfolio. You will operate as the single-threaded owner for customer deployments, driving projects from kickoff through production go-live, hypercare and operational handover.

This is not a traditional project management role. You will be responsible for ensuring successful delivery of technically complex, integration-heavy implementations while maintaining governance across timelines, scope, risks, commercial milestones and customer expectations.

Working closely with customers and cross-functional teams-including Sales, Pre-Sales, Solution Architecture, Product, Engineering, Support, Customer Success and Finance-you will ensure every deployment is delivered on time, within scope and to the highest quality standards.

The ideal candidate combines strong project management discipline with technical aptitude, thrives in ambiguous environments, and has a proven ability to drive execution across multiple enterprise projects simultaneously.

Key Responsibilities Program Project Governance

• Own the complete project lifecycle for multiple concurrent enterprise implementations from project initiation through production handover.
• Build and maintain detailed project plans, milestones, RAID logs, dependency trackers and governance dashboards.
• Define and enforce stage gates and entry/exit criteria across Kickoff, Solution Design, Development, UAT, Go-Live, Hypercare and Handover.
• Drive regular governance reviews and provide accurate project health updates to customer and executive stakeholders.

End-to-End Delivery Execution

• Lead enterprise implementations across Contact Centre, Voice, Conversational AI and customer engagement solutions.
• Drive execution against committed timelines while balancing scope, quality and customer expectations.
• Coordinate implementation activities across internal teams and external customer stakeholders to ensure timely project delivery.
• Ensure all commercial, technical and operational milestones are achieved before project closure.

Customer Stakeholder Management

• Act as the primary customer-facing delivery lead throughout the implementation lifecycle.
• Build trusted relationships with enterprise customers and manage communication across business and technical stakeholders.
• Lead project governance meetings, steering committees, technical workshops and executive status reviews.
• Communicate risks, dependencies and delivery updates with clarity and confidence.

Cross-Functional Collaboration

• Collaborate closely with Solution Architects, Engineering and Product teams to translate customer requirements into scalable technical solutions.
• Coordinate activities across Sales, Customer Success, Support and Finance to ensure smooth project execution.
• Build solution documentation, Low-Level Designs (LLDs), implementation plans and Scope of Work (SOW) documents.
• Drive alignment across teams to resolve blockers and accelerate project delivery.

Technical Delivery Enterprise Readiness

• Coordinate complex enterprise integrations involving REST APIs, Webhooks, CRM platforms (Salesforce, Zendesk, Freshdesk), authentication systems, databases and third-party applications.
• Manage enterprise deployment requirements including maintenance windows, change management processes and production readiness.
• Coordinate customer Information Security reviews, compliance questionnaires, architecture reviews and deployment approvals.
• Ensure customer environments are fully prepared for successful production deployments.

Risk, Scope Escalation Management

• Proactively identify project risks, technical challenges and execution bottlenecks before they impact delivery.
• Manage project scope through structured change management and prevent uncontrolled scope creep.
• Drive timely resolution of customer and internal escalations through effective stakeholder management.
• Maintain clear visibility into dependencies and ensure mitigation plans are actively tracked.

UAT, Go-Live, Hypercare Handover

• Own User Acceptance Testing (UAT) planning, execution and customer sign-offs.
• Coordinate production readiness assessments and Go-Live activities.
• Lead post-production hypercare until solution stabilisation.
• Ensure seamless transition to Customer Success and Support teams with complete operational documentation.

Qualifications

Experience

• 6-8 years of experience in Technical Project Management, Program Management or Enterprise Delivery.
• Proven experience delivering customer-facing enterprise software implementations in SaaS, CPaaS, CCaaS, Telecom or Cloud technology environments.
• Strong track record of managing multiple concurrent enterprise deployments.

Technical Knowledge

• Good understanding of enterprise software implementations involving APIs, REST integrations, Webhooks and cloud-based applications.
• Working knowledge of Linux, networking fundamentals and SIP-based telephony is highly desirable.
• Familiarity with Voice infrastructure, RTP streams, codecs and enterprise communication platforms is a plus.
• Exposure to enterprise Information Security processes, SOC 2, architecture reviews and data privacy standards is desirable.

Project Management

• Strong experience managing project plans, RAID logs, dependency tracking and governance frameworks.
• Hands-on experience with Jira, Confluence, Salesforce or similar project management tools.
• Ability to execute projects using Agile, Waterfall or hybrid delivery methodologies depending on customer requirements.

Leadership Communication

• Excellent written and verbal communication skills with the ability to communicate effectively with both technical teams and executive stakeholders.
• Strong stakeholder management, negotiation and conflict resolution skills.
• Demonstrated ability to drive outcomes in ambiguous, fast-paced and cross-functional environments.
• High ownership, accountability and bias for execution.

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