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Associate - Project Manager

Exotel Techcom Pvt Ltd -
Bengaluru, Karnataka

Quick apply

Job details

Qualifications

Telephony
Go
Information security
Project management
APIs
Linux
Business requirements
Communication skills
Banking
Time management

Full job description

About us

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story here.

Role Summary

Associate Project Manager is accountable for end-to-end ownership of customer implementation projects, from project kickoff through successful go-live and formal handover to Support.

This role requires strong cross-functional coordination, proactive risk management, and ownership of delivery outcomes while working with Sales, Product, Engineering, Support, and Customers, without direct authority over all teams.

Project Context – HDFC Bank

This role is being opened specifically for a large enterprise banking customer (HDFC Bank).
The Project Manager will be responsible for managing high-visibility, compliance-driven implementations involving multiple internal and external stakeholders.

The project requires strong governance, zero-miss delivery discipline, and mature stakeholder management, given the customer’s scale and regulatory environment.

Primary Role & Responsibilities :

Project Ownership & Delivery

Accountable for the successful implementation and deployment of deliverables for internal and external customers
Own overall project management for medium to large and complex customer engagements
Plan, track, and manage scope, timelines, dependencies, and milestones across the project lifecycle
Assume end-to-end delivery ownership until formal project closure and support handover.

Stakeholder & Customer Management

Work closely with internal stakeholders (Sales, Product, Engineering, Support) to meet delivery commitments
Act as the single point of contact for customers during implementation
Provide regular project status updates, risks, and escalations to management and stakeholders
Maintain and enhance customer relationships through professional, clear, and proactive communication

Risk, Issue & Escalation Management

Identify, track, and mitigate project risks and issues across all phases
Drive timely issue resolution, managing conflict appropriately when required
Demonstrate judgment on when to resolve independently vs escalate
Ensure risks related to infra, telephony, integrations, or customer readiness are addressed proactively

Solution & Technical Alignment

Provide input to project estimates, solution design, and implementation approach
Collaborate with Product and Engineering to align business use cases with platform capabilities
Ensure delivered solutions are installed, tested, and validated before go-live

Documentation & Governance

Independently create and maintain project documentation, including:
- Project plans & timelines
- Scope and assumptions documents
- Process flows & architecture diagrams
- Risk & issue logs
- Go-live and handover documents
Ensure complete documentation and KT during handover to Support / TAM teams

Team & Process Contribution

Mentor junior team members and contribute to delivery best practices
Undertake additional responsibilities that support delivery excellence and process maturity.

Role Boundaries

This role does not own post–go-live support operations
Account health, renewals, and ongoing technical support are owned by Support / TAM teams
Project Manager ownership concludes after successful go-live and stabilization handover

Technical Skills

Working knowledge of Linux environments, telephony technologies, and networking fundamentals
Understanding of CRM integrations, APIs, and third-party system dependencies
Ability to translate business requirements into delivery plans
Experience or exposure to banking / BFSI / regulated enterprise customer
Experience participating in customer requirements and change discussions
Understanding of InfoSec reviews, security questionnaires, and audit-driven sign-offs

General & Soft Skills

Strong time management, communication, and stakeholder management skills
Ability to work independently with high ownership
Clear documentation and structured communication approach
Ability to influence without authority in a matrix environment

Experience & Eligibility

4–7 years of overall experience
Minimum 2–3 years in delivery, implementation, support, or solution roles within SaaS / Contact Center domain
Demonstrated history of owning outcomes, not just coordinating tasks

Success Criteria

Independently manage customer implementation projects
Deliver projects on time with minimal escalations
Establish strong working relationships across internal teams
Ensure clean documentation and smooth handover to Support

Quick apply

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