Qureos Mentor

Exotel Techcom Pvt Ltd

<div><h1 class="jobSectionHeader">About us</h1> 


Exotel is a leading full-stack customer engagement platform and business-focused virtual telecom operator. Exotel has also recently received a virtual telecom operator license to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator. Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations daily for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, Exotel's omnichannel contact centre, communication API suite, and conversational AI platform help some of the fastest-growing businesses in emerging countries manage customer engagement. They have a $50 million ARR and a $100 million Series D funding round.

Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category. 

<h1 class="jobSectionHeader">
What you will do?</h1> 

<ul>
<li>Champion exploration and adoption of GenAI technologies for Exotel. E.g LLM, STT, TTS</li>
<li>Conceptualise and develop GenAI based frameworks to accelerate GenAI capability infusion to Exotel products. E.g. Mandate designer for bots</li>
<li>Guide project teams with technology and design inputs for GenAI requirements.</li>
<li>Own up SLA responsibilities for deployments.-</li>
<li>Demonstrable involvement with continuous improvement and automation initiatives, including patching and maintenance of production systems</li>
<li>Improve data stability, security and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly</li>
<li>Identify alerts / processes that can be automated and then work with Engineering team in automating them</li>
<li>Develop reports that provide trending statistics to track and manage health and support service performance .</li>
<li>Mentor Juniors.</li></ul> 

<h1 class="jobSectionHeader">
What do we look for?</h1> 


Must Haves
<ul>
<li><ul><li>Experience working with few of the GenAI technologies, LLM, STT, TTS. Prompt engineering etc
</li>
<li>End to end experience building, deploying and improving AI centric systems with processes such as RAG, finetuning LLMs
</li>
<li>Experience with frameworks such as langchain langgraph etc.
</li>
<li>Proficient in breaking abstract problems into well defined implementable tech problems
</li>
<li>Proficient in one or more programming/scripting languages (Python a must)
</li>
<li>Ability to work effectively across technology teams to analyze and resolve issues
</li>
</ul></li><li><ul><li>Good communication skills to collaborate with senior stakeholders across teams
</li>
</ul></li></ul>Good to Have
<ul>
<li>Mentoring teams to deliver</li>
<li>Experience with cloud deployments and scale</li>
<li>Exposure to data technologies.</li></ul></div>

Principal Engineer - Gen AI

<div><h1 class="jobSectionHeader">About Us</h1>

Exotel is a customer conversation platform that believes in the power of exceptional customer experience. Our omnichannel contact center, Communication API suite, and Conversational AI come together to create a platform that delivers Connected Customer Conversations at unprecedented scale, speed, and ubiquity.

We believe that customer experience is not just a number, but a feeling. That's why we're dedicated to helping businesses engage with their customers with greater trust, personalization, and empathy. With Exotel, you can listen to your customers, remember every conversation, and provide rich insights to create truly meaningful interactions.

Exotel is the emerging market's leading full-stack platform and virtual telecom operator. Our cloud-based product suite drives 70+ million conversations every day for over 7100 businesses across India, Southeast Asia, the Middle East, and Africa. And with our recent license to offer cost-effective end-to-end VoIP telephony services, we're proud to be a 100% compliant cloud calling operator. 

<h1 class="jobSectionHeader">
About the role</h1>

This position entails managing customers post-sales through launch and beyond. You&rsquo;ll be the single point of contact for all their projects across teams, as well as being an escalation for any support related issues. You&rsquo;ll require a deep understanding of the platform we run and be able to communicate it effectively. Previous Enterprise Sales/ Technical Account Management or Customer Success/ Consulting experience will help. 

<h1 class="jobSectionHeader">
What do we look for?</h1> 

<ul>
<li>We&rsquo;re looking for someone with a good technical knowledge specifically in APIs and integrations.(Mandatory)</li>
<li>You can get things done without friction, respond quickly when called on, and are super proactive.</li>
<li>Previous experience in a Software/ Technical account management or a related customer success position (preferably SaaS platform,3-6 yrs)</li>
<li>You have strong listening and sales skills.</li>
<li>You pride yourself on establishing long-term relationships with customers.</li>
<li>You enjoy doing demos and meeting everyone, from engineers to GMs and CXOs.</li></ul> 

<h1 class="jobSectionHeader">
What will you do?</h1> 


Help with the Platform
<ul>
<li>Manage expectations and provide guidance. Hold product demonstrations for customers. For this, you&rsquo;ll work with both the business and engineering teams of the client&rsquo;s company helping them use our APIs and integrate. You&rsquo;ll also be responsible to measure the success of the use-cases/ projects that have been implemented.</li>
<li>Helping clients understand how other customers are tackling similar problems they face using CPaaS.</li>
<li>Helping clients diagnose and troubleshoot basic technical issues.</li></ul> 


Planning, Coordinating and Launching
<ul>
<li>You are comfortable with a high volume of communication and switching tasks based on priority and you&rsquo;re not daunted by managing risks in high stake situations.</li>
<li>See-through to the launch of new solutions/ projects while resolving issues that pop up, with the help of our support team.</li></ul> 


Regular check-ins
<ul>
<li>You are someone who is always on top of things and makes sure to get everyone on the same page with respect to the solutions/ projects you&rsquo;re working on.</li>
<li>We want you to have QBR meetings with the clients you handle to have them updated on the success of the projects that you&rsquo;ve worked on in that month, discuss new ones and help them understand the value Exotel brings.</li>
<li>Apart from this- you&rsquo;ll also keep the customers updated about core Exotel developments and features regularly.</li>
<li>Respond to email/phone inquiries from internal and external clients. Escalating pain points to different teams. Communicate with clients in a professional, concise, and effective manner.</li>
<li>Maintain accurate and timely information within the company CRM database.</li></ul> 


Revenue Ownership
<ul>
<li>Make sure you strive to achieve/ over-achieve the targets set in terms of monthly/ quarterly revenue- both in terms of recurring revenue and revenue generation through upselling and cross-sell.</li>
<li>Collaborate on sales strategies and coordinate commercials and sales opportunities with Sales teams in effort to drive Renewal Rate. Analyze customer data to improve customer experience.</li>
<li>You&rsquo;re comfortable negotiating terms, pricing, and reviewing contracts. Managing the different facets of subscription renewal. A bridge between Accounts Receivables, Finance and Customers.</li></ul></div>

Customer Success Manager

Join Exotel Techcom Pvt Ltd and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Exotel Techcom Pvt Ltd

ABOUT_COMPANY

Principal Engineer - Gen AI

Customer Success Manager