Forward Deployed Engineer - 2
- India
Posted 5 days ago
About the 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.
About the Role
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.
What You'll Do
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.
What We're Looking For
Experience
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.
Technical Expertise
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.
Education
Bachelor's or Master's in Computer Engineering, Computer Science or an equivalent computer-related degree.
Good to Have
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.
Skills: forward deployed engineering, solution delivery, prompt engineering, llm applications, rag, evaluation, guardrails, conversational ai, voicebot, python, javascript, typescript, rest apis, webhooks, api authentication, integrations, crm integrations, ticketing integrations, marketing automation, deflection, telephony, sip, asr, tts, customer facing, stakeholder management