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 make a difference in how companies look at customer communication. Read our growth story here.

Job Description 

Role Overview

We are seeking a highly motivated and detail-oriented Intern to join our Messaging & Compliance Operations team. This role offers hands-on exposure to A2P Domestic & International SMS, telecom compliance frameworks, and business operations across multiple geographies.

The ideal candidate is someone who is eager to learn, comfortable working with data, and capable of coordinating across teams in a fast-paced environment. This internship provides a strong foundation for building a career in telecom operations, enterprise messaging, and regulatory compliance.

Key Responsibilities

1. A2P Messaging & International SMS

• Assist in managing A2P Domestic & International SMS operations, including routing validation, traffic monitoring, and delivery performance checks.
  
  

• Work closely with telecom partners for DLT approvals, template/header validation, and routing escalations.
  
  

• Review customer messaging use cases to ensure alignment with TRAI/DOT guidelines and global messaging standards.
  
  

• Support onboarding activities such as header setup, template configuration, and compliance verification.
  
  

• Prepare daily/weekly MIS for SMS delivery trends, anomaly detection, and operational insights.
  
  

2. Compliance Coordination

• Assist with NDNC/DND, CAF, KYC, DLT, TRAI/DOT regulatory compliance and internal audit requirements.
  
  

• Maintain structured trackers for compliance workflow, ensuring timely follow-up and closure.
  
  

• Support audit documentation, regulatory submissions, and standard operating procedures.
  
  

• Coordinate with internal stakeholders to strengthen compliance adherence across products.
  
  

3. Complaints Management

• Handle end-to-end coordination for NDNC, Cyber/Chakshu, DLT, and customer complaints.
  
  

• Gather customer consent proofs, opt-in artefacts, logs, and justification details.
  
  

• Maintain updated logs and prepare concise complaint summaries for leadership review.
  
  

• Follow up with Tech, CX, and Product teams for faster resolution and RCA.
  
  

4. Business Operations Support

• Collaborate with internal cross-functional teams (Tech, CX, Finance, Vendor Ops, Legal) on daily operational requirements.
  
  

• Support preparation of process documentation, KRAs/KPIs, SOPs, and operational workflows.
  
  

• Assist in vendor coordination, procurement follow-ups, and tracking of deliverables.
  
  

• Contribute to internal projects, cost optimization tasks, and workflow improvements.
  
  

5. Data, Reporting & AI Automation

• Build and maintain Excel-based dashboards, trackers, reconciliations, and operational MIS.
  
  

• Utilize AI tools (ChatGPT, Gemini, Copilot) to automate reporting, generate summaries, create templates, and enhance workflow productivity.
  
  

• Assist in data cleanup, analysis, and preparing insights that support decision-making.
  
  

6. Additional Responsibilities

• Support internal and external audit requests with documentation and evidence.
  
  

• Prepare presentations, meeting minutes (MOMs), weekly updates, and compliance briefs.
  
  

• Participate in operational reviews, regulatory discussions, and process enhancement initiatives.
  
  

Required Skills & Qualifications

Technical Skills

• Strong proficiency in Excel (Pivot Tables, VLOOKUP/XLOOKUP, basic formulas, formatting).
  
  

• Understanding of A2P SMS, DLT ecosystem, headers/templates, international messaging routes is an advantage.
  
  

• Comfortable using AI tools for rapid content generation, analysis, and automation.
  
  

• Strong documentation and analytical skills.
  
  

Soft Skills

• Excellent communication and stakeholder coordination abilities.
  
  

• High attention to detail with a structured and process-driven approach.
  
  

• Strong problem-solving mindset and willingness to learn new concepts.
  
  

• Ability to manage multiple priorities with a sense of ownership.
  
  

Education

• Bachelor’s or Master’s degree in Engineering, Telecom, Computer Science, Business Management, or related fields (students currently pursing are also encouraged).
  
  

What You Will Gain

• Deep understanding of enterprise messaging (A2P), international SMS routing, and telecom compliance.
  
  

• Exposure to real-world operations across operators, regulators, and enterprise customers.
  
  

• Experience in data handling, reporting, automation, and process improvements.
  
  

• Opportunity to work with cross-functional teams and industry stakeholders.
  
  

• Hands-on learning in a rapidly growing communication technology domain.