Technical Project Manager - Chatbot Delivery

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.