jobapplier

Forward Deployed Engineer - 2

exotel

Skills

Required

  • prompt engineering / retrieval-augmented generation / evaluation / guardrails
  • speech recognition
  • speech
  • REST APIs
  • webhooks
  • ticketing
  • CRM
  • automation
  • Python / JavaScript / TypeScript
  • API authentication
  • voice technologies
  • IVR

Preferred

  • LLM application / agent frameworks
  • Cloud platform
  • AWS / GCP / Azure
  • synthesis tuning
  • synthesis
  • go-live
  • retrieval
  • REST
  • Solution Delivery

You will own a voicebot end to end — from scope handover to go-live — including its estimate, its schedule and the customer conversation that goes with it. This is a hands-on engineering role embedded in customer delivery, not a coordination role.

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.

Responsibilities

Customer Engagement and Solution Delivery

  • Own the build of a complete voicebot, including the estimate and the delivery schedule.
  • Run requirement and design sessions with customers and translate what you hear into a workable solution.
  • Present pilot results, handle technical objections and drive user acceptance testing through to go-live.

Conversation and LLM Engineering

  • Design the prompt architecture for a bot: persona, guardrails, escalation paths, language switching and failure behaviour.
  • Work with retrieval over customer knowledge bases and tune for accuracy and latency.
  • Improve bot quality through prompt optimisation and evaluation against defined test sets.

Integrations and Engineering

  • Build non-standard integrations independently across whatever the customer runs — ticketing, CRM, marketing automation, deflection and contact centre systems — using REST APIs, webhooks and token-based authentication.
  • Debug across telephony, speech recognition and synthesis, and the customer's own stack.
  • Build reusable components rather than repeating the same work across customers.
  • Product Input
  • Propose product improvements with a case attached — how many customers are affected and what it unblocks.

Requirements

  • 2.5 to 5 years in a delivery, solutions or forward-deployed engineering role.
  • Demonstrated ownership of a customer-facing technical project from start to finish.
  • Hands-on coding in Python and/or JavaScript or TypeScript.
  • Practical experience building on LLMs: prompt engineering, retrieval-augmented generation, evaluation or guardrails.
  • Hands-on with REST APIs, webhooks and API authentication, and comfortable integrating with any customer communication stack — ticketing, CRM, marketing automation, deflection and similar systems.
  • Working understanding of voice technologies — IVR, SIP or VoIP, speech recognition and speech synthesis.

Customer and Communication Skills

  • Confident presenting to customers and defending a technical design.
  • Able to hold scope in a customer conversation and escalate commercial questions rather than absorb them.
  • Clear written communication and disciplined follow-through.
  • Bachelor's or Master's in Computer Engineering, Computer Science or an equivalent computer-related degree.

Preferred

  • Experience with LLM application or agent frameworks.
  • Contact centre or customer engagement platforms.
  • Cloud platform experience across AWS, GCP or Azure.
  • Speech recognition or synthesis tuning.