Lead – Integration & Customisation Engineer

The Manager – Integration & Customisation Resident Engineers (ICE) is a strategic leadership role within Exotel's Customer Operations org. You will own the delivery quality, capacity, and career growth of a team of Resident Engineers embedded with enterprise clients — engineers who customise, integrate, and sustain Exotel's CCaaS, CPaaS, and Customer Engagement stack within the client's ecosystem.

You bridge the gap between technical execution and business outcomes: ensuring your team delivers seamless integrations, resolves complex escalations, and becomes a trusted extension of each client's engineering team - while continuously raising the technical bar across the function.

About exotel

Exotel is India's leading AI-first cloud communications platform, powering mission-critical customer interactions for 6,000+ enterprises across Southeast Asia and the Middle East. As we accelerate toward our IPO, we are investing aggressively in the talent and infrastructure needed to scale our Professional Services function — and this role sits at the heart of that growth.

Responsibilities

• Hire, onboard, mentor, and manage a team of 10 - 20 ICE engineers (L1–L3) across client engagements
• Define career paths, set performance goals (OKRs/KRAs), and conduct regular 1:1s and structured performance reviews.
• Drive capacity planning in collaboration with Pre-Sales, Account Management, and PS leadership to resource new and existing engagements.
• Foster a high-accountability, blameless-learning culture with a strong bias for ownership.
• Own end-to-end delivery quality for all ICE client deployments - flows, integrations, connectors, API orchestrations, and AI bots.
• Establish and enforce delivery standards: code review practices, documentation norms, SLA adherence, and escalation protocols.
• Track and report on key delivery metrics (CSAT, Time-to-Resolution, SLA breach rate, re-open rate) and drive continuous improvement
• Partner with the QA and Product Engineering teams to ensure client-side customisations are robust, maintainable, and aligned to the product roadmap.
• Manage the program and project lifecycles for all customer deliveries to ensure successful and timely execution.
• Serve as the single point of contact (SPOC), alongside the Resident Engineers, for all customer accounts where an RE is deployed.
• Serve as the technical point of contact for escalations from enterprise clients assigned to your team
• Build strong relationships with client IT/Engineering leads, translating business requirements into scalable integration architectures
• Lead Quarterly Business Reviews (QBRs) alongside TAMs and Account Management, presenting delivery health and improvement plans
• Proactively identify expansion opportunities — integrations, customisations, or new Exotel product adoption — and flag them to Commercial teams
• Build and maintain a centralised knowledge base of integration patterns, runbooks, and reusable components across the ICE function
• Define and refine onboarding playbooks for new Resident Engineers; reduce ramp time through structured knowledge transfer
• Champion automation — identify repetitive manual tasks within the team's workflows and drive tooling or scripting solutions
• Collaborate with Product, Pre-Sales, and Solutions Engineering to feed real-world integration pain points back into the product roadmap
• Encourage and pilot the adoption of AI capabilities within client environments - Exotel's AI Agent, sentiment analysis, and intelligent routing
• Stay current with CPaaS/CCaaS/Chatbot/Customer Engagement market developments and evaluate their relevance to Exotel's integration portfolio
• Drive internal PoCs and tooling experiments that improve engineer efficiency or unlock new client value.

Requirements

• | Competency | Details |
• | Experience | 6–10 years in technical roles; 2+ years managing teams in a SaaS/CPaaS/CCaaS environment |
• | Integration Depth | Hands-on expertise in REST/SOAP APIs, webhooks, CRM integrations (Salesforce, Zoho, Freshdesk), IVR/ACD configuration, and telephony protocols (SIP, VoIP, WebRTC) |
• | Programming | Proficiency in at least one scripting language (Python, Node.js, or Bash); ability to review and guide team code; SQL for log/data analysis |
• | Cloud & Infra | Working knowledge of AWS/GCP/Azure basics; Linux administration; networking fundamentals (DNS, HTTP/S, TLS, VPN) |
• | Data Orientation | Comfort with dashboards and metrics; experience tracking delivery KPIs and presenting insights to leadership |

Preferred

• Prior experience in a Resident Engineer or Technical Account Manager capacity
• Exposure to AI/ML integrations, conversational AI platforms, or speech analytics tools
• Familiarity with Exotel's product suite or competitor CCaaS, CPaaS, or Customer Engagement platforms (Twilio, Infobip, Genesys, YelloAI)
• PMP, ITIL, or equivalent delivery/project management certification
• Experience supporting IPO readiness or working in a high-growth pre-IPO environment