About the Role
- Make the platform succeed inside the customer's world — not just ours. When an enterprise in Abu Dhabi, Mumbai, or London needs Fonazo live inside their telephony estate, CRM, compliance regime, and operating language, you're the engineer who makes that real — end to end — and then makes it repeatable for the next deployment.
- Sit at the intersection of engineering, solutions architecture, and customer outcomes. This isn't a pure engineering role or a pure customer-success role — you'll be designing technical solutions while staying accountable for whether they actually solve the customer's problem in production.
- Work across time zones, join customer calls in their hours, and occasionally travel on-site. This is a remote role, but not a passive one — you'll debug production systems under pressure, join calls scheduled around the customer's working hours (not yours), and travel to customer sites when a deployment genuinely requires physical presence.
- Carry direct ownership: customer success is your success. You own the outcome, not just the ticket. The platform improvements you feed back from the field will directly shape what gets shipped for every other customer.
What You'll Do
- Own enterprise deployments end-to-end: scoping → go-live → steady state. You're accountable for the full lifecycle — from the first discovery conversation through go-live and into ongoing, stable operation in production.
- Run technical discovery with customer engineering/ops teams. Lead the conversations that uncover how the customer's systems actually work, often in environments where documentation is incomplete and access is gated behind enterprise security review.
- Design integration architecture and build the connective tissue to customer stacks. Architect how Fonazo will plug into each customer's specific technical environment, then build the actual integration layer that connects the two systems.
- Build integrations with CRMs, calendaring, ticketing, telephony, data warehouses, and internal APIs. Hands-on integration work across a wide range of enterprise systems and custom internal tooling, often navigating incomplete documentation and gated access.
- Debug latency, audio quality, and reliability issues live on customer calls. Diagnose problems across the full path from carrier to application layer — in real time, on live customer calls, while staying composed under pressure.
- Translate business/compliance requirements into technical configurations and agent designs. Convert a bank's compliance requirement into a technical configuration, a hospital's operational workflow into an agent design, and a customer escalation into a precise engineering ticket the core team can act on.
- Write internal runbooks, deployment templates, and tooling to speed up future deployments. Every deployment should make the next one faster — you're expected to systematize what you learn, not just solve it once.
- Train customer teams for independent operation post-go-live. Ensure customers can run and manage the platform themselves once you've handed off, reducing their dependency on ongoing support.
- Be the strongest technical voice customers hear from us, and the strongest customer voice the product team hears. You're the trusted technical face of the company to the customer, and simultaneously the advocate who brings field realities back into product decisions.
Pay: From ₹20,000.00 per month
Benefits:
Application Question(s):
- Describe the most complex production integration you have personally built between two systems that were never designed to talk to each other. What broke, and how did you find out?
- Walk us through how you would debug a real time voice call where the customer reports a two second delay before responses. List, in order, the layers you would inspect and the tools you would use at each layer.
- Tell us about a time you were on a live call with a customer while their system was down. What did you say in the first two minutes, and what did you do in the first twenty?
- You are deploying into an enterprise whose security team will not allow inbound
connections to their network. Describe two architectures that still let our platform
exchange data with their internal systems, and the trade offs of each.
- Describe a production system you built or operated that used a large language model. What was your evaluation and failure handling approach, and what surprised you after launch?
Work Location: Hybrid remote in Viman Nagar, Pune, Maharashtra
