Senior Manager -Solutions Architecture

About Exotel

Exotel is a leading full-stack customer engagement platform and business-focused virtual telecom operator. Exotel has also recently received a virtual telecom operator license to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator. Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70 million conversations daily for more than 6000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, Exotel's omnichannel contact centre, communication API suite, and conversational AI platform help some of the fastest-growing businesses in emerging countries manage customer engagement. They have a $50 million ARR and a $100 million Series D funding round.

Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category.

About the Role

We are seeking a highly skilled and experienced Senior Solutions Architect to lead our team of Solutions Architects. In this role, you will not only be responsible for designing stable and bespoke solutions for our customers but also for managing and providing technical leadership to a team of Solutions Architects to deliver exceptional results. You will leverage your deep technical expertise in contact center technologies, CPaaS, and messaging services to craft comprehensive solutions that drive business value and enhance customer experiences.

What you will do?

Manage and scale a team of Solutions Architects, providing guidance, mentorship, and technical leadership.

Collaborate with sales, CX and use case teams and customers to understand business requirements and technical objectives.

Design end-to-end solutions that leverage our suite of products, including Contact Center, CPaaS, and Messaging Services offerings, as well as GenAI-based voice-bots and chatbots.

Understand diverse customer use cases beyond just the communication aspects and stitch our products with adapters and other integration layers to fit them to various customer use cases

Consult with customers to help them with various issues in adopting our software products and services

Develop detailed architecture diagrams, technical specifications, and implementation plans.

Provide guidance and recommendations on best practices for integration and customization.

Serve as a subject matter expert on our products and capabilities, both internally and externally.

Support the sales process by delivering compelling presentations and demonstrations to customers.

Work closely with cross-functional teams, including product management, engineering, and customer success, to ensure successful solution delivery.

Build rapport with customers and command respect

Enable the customer-facing team to achieve better deal conversions and work in a goal-driven environment by adopting various strategies from time to time

Be the customer’s advocate in the organisation to evangelise the engineering and other teams to rally around whatever is needed for the customer’s success

Be able to take up travel to customer locations in India and outside for discussions and consulting

Come up with processes, documentation templates and pitch decks for enterprise-grade solutions and ensure that the SA team follows it in every solution done

What do we look for?

Bachelor's degree in Computer Science, Engineering, or related field

Proven experience as a Solutions Architect and Manager or similar role preferably in the contact center or CPaaS industry.

Previous experience leading a team of Solutions Architects or technical professionals.

Preferably knowledge of contact center technologies, including IVR, ACD, CRM integrations, telephony protocols (e.g., SIP, WebRTC) and other communication technologies

Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.

Experience with API integrations and RESTful web services.

Good understanding of Kubernetes

Strong understanding of AI and machine learning concepts, particularly in the context of conversational interfaces.

Excellent communication and presentation skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.

Proven track record of driving successful high-impact solutions.

Ability to thrive in a fast-paced, collaborative environment.

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