About Us

Exotel is one of Asia's largest customer communication platforms. We are on a mission to move enterprise customer communication to the cloud. In 2020, we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola, Swiggy, Zerodha, Whitehat Jr, Practo, Flipkart, GoJek, etc. We also power customer communication for some of the top banks in the country. Join us on this journey to improve how companies look at customer communication. Read our growth story here.

Location: Bangalore /Gurugram

About the Role

The L3 Integration & Customisation Engineer (ICE 3) is a senior individual contributor within Exotel's Professional Services team, operating across the Integration & Customisation (ECC & Platform) and Chatbot & AI sub-departments. You will own end-to-end technical solution design for the most complex customer integrations — custom microservices, CRM/CTI adapters, and advanced omnichannel/IVR flows — while ensuring every deliverable is functionally accurate, scalable, and secure. Beyond your own build, you set the technical execution baseline for the pod: mapping customer API boundaries upfront, gatekeeping quality through peer code review, and mentoring L1/L2 engineers. This role reports to the PS Manager and/or the relevant Pod Lead, and collaborates directly with Architects on platform guardrails and complex architecture decisions.

Key Responsibilities

Execution, Solution Design & Delivery Accuracy

• Write clean, high-performance code for bespoke microservices, custom CRM/CTI integrations, and complex omnichannel/IVR routing node flows for enterprise clients.

• Author robust technical solution designs for complex builds; run direct technical syncs with engineering teams to map API boundaries, authentication protocols, rate limits, and system prerequisites before coding begins.

• Own the end-to-end software engineering lifecycle on your builds: architecting/designing the system, development, testing, and deployment.

• Instrument what you ship — dashboards and monitoring for your integrations — and own debugging of production issues/incidents on your builds through to resolution.

Governance, SDLC Compliance & Technical QA

• Conduct mandatory code reviews, design sign-offs, and sanity validation for L1/L2 developers in the pod before their work is submitted for customer UAT — eliminating defects and technical debt before they reach the client.

• Strictly follow and enforce peer compliance with SDLC gates, git commit protocols, security scanning, static code analysis, and release SOPs.

Team Collaboration, Technical Mentorship & AI Acceleration

• Mentor L1 and L2 execution engineers to raise the team's technical baseline, share domain expertise, and resolve complex technical blockers.

• Drive daily personal and peer adoption of GenAI coding tools (automated unit-test generation, prompt-driven coding) to reduce build effort.

• Contribute reusable configuration modules to the central repository.

What We're Looking For

Experience

• [Must have] 5+ years of development experience, with prior work delivering complex, custom enterprise integrations — ideally in SaaS, CPaaS, Contact Centre, or Enterprise AI/Software environments.

• Track record of owning a technical build end-to-end (architecture through deployment and production support), not just executing pre-scoped tickets.

• Some exposure to direct customer/engineering-team technical syncs (API boundary discussions, integration scoping) is a strong plus.

Technical Expertise

• Strong hands-on skill building custom microservices, CRM/CTI adapters, and API/webhook integrations.

• [Must have] Good knowledge and experience with full-stack frameworks such as React.js, Angular.js, Node.js — used here for building customer-facing bot/IVR configuration UIs, admin/agent-console screens, and the backend APIs that power them.

•  [Must have] Good programming knowledge in languages like PHP, Go, Python, Java, etc.

• [Good to have] Full-stack development experience — building the web API backend that powers your frontend, not just consuming APIs.

• [Good to have] Experience or interest in UX design and use of design tools, for the configuration/admin interfaces built as part of customer solutions.

• Experience with RDBMS (MySQL, Postgres, etc.) and NoSQL (Elastic, Redis, Aerospike, etc.) as used in integration/customization builds.

• Strong computer science fundamentals.

• Working knowledge of omnichannel/IVR routing logic and complex node-flow design.

• Comfortable with SDLC fundamentals: PR standards, security scanning, static code analysis, and release management.

• Practical experience instrumenting services with dashboards/monitoring and debugging live production issues/incidents.

• Familiarity with GenAI-assisted coding tools and a mindset of using them to compress build/test time.

• Conversational AI/chatbot / NLP-LLM domain exposure is a plus given the Chatbot & AI sub-department scope, but not required if integration/customization depth is strong.

Collaboration & Mentorship Skills

• Comfortable reviewing others' code and giving direct, specific feedback that actually unblocks a junior engineer rather than just flagging issues.

• Able to hold a design or architecture position under questioning from a Principal Engineer or a customer's technical team.

• Self-driven on process hygiene — doesn't need to be chased on SDLC/git compliance.

• Excellent written and oral communication skills — able to present complex technical ideas/concepts clearly and concisely, and to keep customer and internal stakeholders updated on work/project progress.

Good to Have

• Prior peer-review or informal mentorship experience with L1/L2-equivalent engineers.

• Experience contributing reusable libraries/modules that other engineers adopted.

• Aptitude and interest in eventually taking on pod-lead-level ownership (KPI tracking, SOP remediation, cross-pod coordination) — this is the natural next step into the Lead – Integration & Customisation role.

What Success Looks Like (First 90 Days)

• Day 30: Fully ramped on at least one live customer integration; shipping code that passes peer review with minimal rework; actively doing code reviews for at least one L1/L2 engineer.
• Day 60: Owns solution design (not just build) for a complex integration end-to-end, including a direct technical sync with a customer's engineering team; consistently meeting ≥95% first-time UAT success on own work.
• Day 90: Established as a go-to reviewer/mentor in the pod; demonstrable GenAI-tool-driven effort reduction on personal builds; has contributed at least one reusable module to the shared repository.