Technical Project Manager-(Chatbot Delivery)

Location: Bengaluru,Karnataka,India

About Exotel

Exotel is the emerging market's leading full-stack customer engagement platform and business-focused virtual telecom operator. Founded in 2011, our cloud platform powers over 50 million daily engagements across voice, video and messaging for 6,000+ companies in 60+ countries, including Ola, Swiggy, Flipkart, Zomato, HDFC Bank and Urban Company.

We run three product lines: communication APIs (CPaaS), a modern omnichannel cloud contact center, and a conversational AI platform. Our chatbots and virtual assistants serve 8 of India's top 10 banks, and we are building agentic AI experiences with some of the country's largest consumer brands.

Experience: 5–8 years

Location: Bengaluru (Domlur), with customer-site travel as needed ·

The Chatbot Delivery team is part of Exotel's Conversational AI delivery organisation and focuses exclusively on enterprise chatbot and virtual-assistant deployments across WhatsApp, web, in-app chat and other messaging channels. The team takes each deployment from signed deal to stable production, and keeps it performing after go-live.

You will own end-to-end delivery of enterprise chatbot projects: kickoff, requirements, conversation design sign-off, integrations, UAT, go-live, hypercare and handover. You'll be the single-threaded owner for the plan, risks, dependencies, timelines and customer communication, working closely with conversation designers, bot developers/FDEs, product and engineering, and the customer's IT, digital and security teams.

This is a delivery and customer-outcomes role, not an engineering-manager role. You won't build the bots yourself, but you need enough technical depth to understand how they work, spot problems early and unblock them.

Program ownership & delivery execution

Own project plans, milestones, RAID logs and delivery governance for multiple concurrent enterprise chatbot deployments.

Drive structured execution: kickoff → discovery workshops → use-case and conversation-flow sign-off → integrations → UAT → go-live → hypercare → handover to support.

Maintain delivery artefacts: project plan, decision log, action tracker, UAT plan, cutover/go-live runbook and status reports.

Customer-facing leadership

Be the primary point of contact for the customer: run status calls, steering reviews and escalation calls, and keep stakeholders aligned on scope, timelines and acceptance criteria.

Translate business goals (deflection, self-service, lead capture, collections, servicing) into clear use cases, journeys and success metrics.

Manage scope changes and change requests with clear impact assessment and trade-offs.

Chatbot solutioning & integrations

Coordinate the build of intents, flows, FAQs/knowledge bases and LLM/GenAI-powered experiences with conversation designers and bot developers.

Manage integration-heavy projects: REST APIs, webhooks, CRMs, core banking/LOS/LMS systems, ticketing tools, authentication/OTP flows and live-agent handover to the contact center.

Own channel readiness, including WhatsApp Business API onboarding (templates, opt-ins, number/display-name approvals), web widgets and in-app SDKs.

Quality, go-live & post-launch performance

Plan and run UAT with the customer, including test cases for happy paths, fallbacks, edge cases and multilingual journeys.

Own go-live readiness and hypercare; triage production issues with engineering and drive them to closure.

Track and improve bot performance after launch: containment/deflection rate, fallback rate, intent accuracy, drop-offs, CSAT and adoption.

InfoSec & compliance readiness

Drive security and compliance workflows with enterprise customers (especially BFSI): security questionnaires, data-flow diagrams, PII/data-handling and access-control requirements, and approvals.

5–8 years of project/program management, delivering customer-facing technical systems (SaaS, conversational AI, CCaaS/CPaaS or enterprise software).

Hands-on delivery of chatbot, virtual assistant or conversational AI projects for enterprise customers, owned through UAT → go-live → hypercare.

Working understanding of how chatbots are built: intents/entities, NLU, dialogue flows, fallbacks, and knowledge-base or LLM/RAG-based answering.

Solid technical aptitude: comfortable reading API documentation, request/response payloads and logs, and following basic solution architecture.

Experience managing API/CRM integrations alongside engineering teams.

Strong client-facing execution: crisp written updates, stakeholder management, escalation handling and negotiation on scope and timelines.

Good to have

Delivery experience with BFSI customers and their security and compliance processes.

WhatsApp Business API or other messaging-channel experience.

Exposure to chatbot platforms (e.g. Dialogflow, Rasa, Microsoft Bot Framework, Yellow.ai, Haptik, Gupshup) or LLM-based agent frameworks.

Multilingual / Indic-language bot deployments.

Hands-on with Jira, Confluence, Postman, and basic SQL or analytics dashboards.

What Success Looks Like in the First 90 Days

Independently run 2–3 live chatbot deployments with predictable milestones and high customer confidence.

Put in place reusable delivery templates for the new team: kickoff checklist, use-case sign-off, UAT plan, go-live runbook and hypercare SOP.

Establish a post-launch performance review rhythm (containment, fallback, CSAT) with key customers.

Why Exotel

Build and shape a newly formed team at the centre of Exotel's conversational AI growth.

Work with India's leading banks and consumer brands on high-scale, high-impact deployments.

A profitable, 14+ year-old company with the pace and ownership of a product startup.

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