Associate Project Manager

About Us

Exotel is the emerging market's leading full-stack customer engagement platform and business-focused virtual telecom operator. Founded in 2011, our cloud-based product suite powers over 50 million daily engagements across voice, video, and messaging channels.

Trusted by 6,000+ companies across 60+ countries-including India, Southeast Asia, the Middle East, and Africa-Exotel enables unified customer engagement for leading businesses such as Ola, Swiggy, Flipkart, GoJek, Byju's, HDFC Bank, Zomato, and Urban Company. Our offerings include communication APIs, a modern omnichannel contact centre, and a conversational AI platform hosted on the cloud. We are a Series D company valued at $100 million with $60 million in ARR.

About the Pod

This role sits directly within our product pod, managing the end-to-end technical delivery of Conversational Quality Assurance (CQA) products. Unlike broader corporate delivery tracks, this position has direct ownership of enterprise implementations from initiation to completion, serving as the bridge between cutting-edge AI product performance and enterprise execution.

About the Role

We are seeking an Associate Project Manager to fully own the end-to-end execution, delivery processes, and client communication for our CQA product line. In this role, you will step into a key leadership position within the pod, managing all technical communication with incoming enterprise customers, translating their expectations into functional workflows, and driving internal execution.

As the delivery lead, you will have direct ownership of the project lifecycle. You will balance high-stakes stakeholder management with a deep technical understanding of cloud telecom ecosystems and frontier AI.

Key Responsibilities

1. Delivery Ownership & Team Leadership

• Take absolute end-to-end ownership of the CQA product delivery process, relieving leadership from daily execution tasks.

• Establish, optimize, and enforce robust project management processes tailored for large, complex enterprise clients.

2. Client & Technical Stakeholder Management

• Act as the primary, front-facing technical interface for onboarding enterprise clients.

• Lead client discover sessions to extract, understand, and document technical requirements from a product standpoint.

• Drive alignment and manage timelines across multiple external and internal stakeholders, ensuring projects move forward without bottlenecks.

3. Technical Project Execution

• Oversee the complex integration of CQA products into Exotel's existing telecom/API ecosystem.

• Ensure smooth deployment and operational validation of frontier GenAI and LLM applications within the clients environments.

• Coordinate daily with engineering, pre-sales, and delivery teams, facilitating a seamless post-delivery handover to Support Engineers.

What We're Looking For

Experience & Core Competencies

• 5 to 7 years of solid project management experience, explicitly within software, SaaS, or deep technical product delivery.

• Proven track record of managing and delivery implementations for large enterprise customers.

Technical Skillset

• AI & Frontier Tech: Strong familiarity with AI/ML, NLP, conversational AI concepts, and hands-on exposure to GenAI (prompt engineering, LLM applications).

• Integrations & Infrastructure: Deep understanding of integration methods for CRMs, APIs, cloud systems, architecture, and deployment methodologies.

• Systems Knowledge: Comfortable understanding what works and what doesn't across Linux, networking, databases, message queues, and caching.

Soft Skills & Process Drive

• Exceptional communication and negotiation skills-capable of driving technical discussions with enterprise executives and internal engineers alike.

• High level of accountability, organizational rigor, and time management.

• A proactive, customer-focused approach to problem-solving and risk mitigation.