Technical Project Manager - CCaaS Delivery

Technical Project Manager - (CCAAS Delivery)

Location: Gurugram, Haryana, India

Full-time

About Us:

Exotel is one of Asia's largest customer communication platforms. We are on a mission to move enterprise customer communication to the cloud. In 2020, we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola, Swiggy, Zerodha, Whitehat Jr, Practo, Flipkart, GoJek, etc. We also power customer communication for some of the top banks in the country. Join us on this journey to improve how companies look at customer communication. Read our growth story here.

Role summary:

You will own end-to-end delivery of enterprise Voicebot/Contact Centre projects - driving execution from kickoff to go-live and steady-state performance, across multiple systems and stakeholders. You'll be the "single-threaded owner" for program plans, risks, dependencies, timelines, and customer communication - while partnering with FDEs for technical implementation and solutioning. A strong working knowledge of SIP is mandatory (SIP is the signalling protocol commonly used to initiate/modify/terminate VoIP sessions). Note: This is not an Engineering Manager role (no people management); it's a delivery + customer outcomes TPM role working closely with FDEs and cross-functional engineering teams.

Key responsibilities:

1. Program ownership & delivery execution:

- Own project plans, milestones, RAID logs (Risks/Assumptions/Issues/Dependencies), and delivery governance for multiple concurrent customer deployments.

- Drive structured execution: kickoff - requirements/workshops - solutioning - integrations - UAT - production go-live - hypercare - handover.

2. Customer-facing leadership:

- Run customer-facing ceremonies (status calls, technical deep-dives, escalation calls), manage expectations, and keep stakeholders aligned on scope, timelines, and acceptance criteria.

- Travel to customer sites for workshops, cutovers, and escalations when needed.

3. Solutioning + cross-system coordination:

- Coordinate across customer IT/telephony vendors, contact centre teams, security teams, and Exotel engineering to deliver working end-to-end flows.

- Manage integration-heavy projects involving APIs, webhooks, CRMs, DBs, and contact center/telephony setups.

4. Telephony/Contact Centre fundamentals:

- Own technical readiness checklists for voice deployments (routing, transfers, DTMF, call recording requirements, latency constraints).

- Use your SIP knowledge to unblock issues quickly; SIP trunking/contact centre context is a bonus.

5. InfoSec & compliance readiness:

- Manage security/compliance workflows: vendor security questionnaires, data handling expectations, access control requirements, and approvals with customer security teams.

Must-have qualifications:

- 5 - 8 years of project/program management experience delivering customer-facing technical systems (SaaS/telecom/contact center/CCaaS preferred).

- Strong client-facing execution: crisp written updates, stakeholder management, escalation handling, negotiation on scope/timelines.

- Working knowledge of SIP (must) and comfort operating in telephony-style incident/debug environments.

- Ability to operate with ambiguity and bring structure (clear milestones, ownership, and decision logs).

- Solid technical aptitude (can understand logs, APIs, integrations, basic architecture) and partner effectively with engineers/FDEs.

- Familiarity with InfoSec processes in enterprise deals (security reviews, compliance artefacts, data flow review).

Nice-to-haves:

- Telco/Contact Centre domain experience (SIP trunking, PBX, ACD/IVR concepts, QoS/latency awareness).

- Experience delivering AI/Voicebot/Conversational AI systems.

- Exposure to tools like Jira/Linear, Confluence/Notion, Postman, basic SQL/log analytics.

What success looks like (first 90 days):

- Independently run 1 - 2 key projects with predictable milestones and high customer confidence.

- Reduce go-live friction via stronger templates: kickoff checklist, UAT plan, cutover runbook, hypercare SOP.

- Improve delivery hygiene (risk management, scope control, cross-team alignment) across the FDE + engineering loop.

Skills

IT Project Management, IT Program Management