Integration and Customisation Engineer - 2

About Us

Exotel is the emerging market’s leading full-stack customer engagement platform and business-focused virtual telecom operator. Founded in 2011, our cloud-based product suite powers over 50 million daily engagements across voice, video, and messaging channels.

Trusted by 6,000+ companies across 60+ countries—including India, Southeast Asia, the Middle East, and Africa—Exotel enables unified customer engagement for leading businesses such as Ola, Swiggy, Flipkart, GoJek, Byju’s, HDFC Bank, Zomato, and Urban Company. Our offerings include communication APIs, a modern omnichannel contact center, and a conversational AI platform hosted on the cloud.

We are a Series D company valued at $100 million with $60 million in ARR.

@Professional Services

The Professional Services team is the "Special Forces" of our engineering organization. We don't just build products; we solve high-stakes enterprise puzzles. Our engineering solves infrastructure-level problems to ensure no one misses a call or an SMS, even in highly customized enterprise environments.

• We focus on building fault-tolerant, scalable, and real-time distributed systems that integrate seamlessly with complex enterprise ecosystems.
• Our stack is diverse—built on PHP, Python, Golang, and Node.js—and we emphasize clean abstractions and loosely coupled services.
• We leverage MySQL, NoSQL stores, Elasticsearch for discovery, and Grafana/Kibana for deep observability.
• We are firm believers in "You build it, you own it!"—operating a distributed system in a customization-heavy environment requires a true DevOps mindset.

Roles & Responsibilities:

As a Integration and Customization Engineer - 2, in the Professional Services team, you will be the technical anchor for complex ECC (Enterprise Contact Center) project customizations. Your role is a blend of deep engineering, architectural solutioning, and high-impact delivery.

• Engineering Excellence: Design and develop high-complexity customizations, integrations, and automation modules for large-scale enterprise customers.
• Technical Leadership: Independently deliver complex modules and take ownership of the end-to-end execution of internal projects.
• Mentorship: Guide and unblock L1 engineers, ensuring the team maintains high coding standards and best practices.
• System Ownership: Navigate and optimize forked, legacy, or complex codebases to ensure high performance and reliability.
• Stakeholder Management: Work closely with Product, Engineering, Infosec, and Customer-facing teams to translate enterprise requirements into executable technical roadmaps.
• Quality Assurance: Ensure uncompromising quality through rigorous code reviews, comprehensive test plans, and flawless deployment execution.
• Operational Health: Track and report engineering health metrics, ensuring that production incidents are minimized and resolution is swift.

Must-haves

• 2–4 years of software engineering experience with a Bachelor’s or Master’s in Computer Science.
• Advanced proficiency in PHP and expert knowledge of HTML, CSS, and React.JS
• Deep mastery of Data Structures, Algorithms (DSA), Concurrency, and Multithreading.
• Practical experience with 3-Tier and Microservices architectures, RESTful services, and HTTP protocols.
• Expert in SQL/NoSQL data modeling, caching layers, and building/deploying Linux-based applications.
• Understanding of TCP/IP networks and Linux OS configuration.
• A proven track record of taking end-to-end ownership of complex delivery cycles and production quality.
• Ability to thrive in a dynamic, fast-paced environment while handling the maturity required for enterprise stakeholder interaction.

General Skills

• Ability to translate deep technical hurdles into clear, actionable roadmaps for Product, Infosec, and enterprise clients.
• Mastery of the SDLC and project management tools like Jira/Confluence to ensure transparency and timeline alignment.
• Strong capability in creating technical diagrams, flowcharts, and project scope documents to maintain system clarity.
• Leadership: Proactive in unblocking peers and collaborating across cross-functional units (Development, Vendors, Partners).

Good-to-haves

• Experience with GenAI technologies and their practical applications in enterprise workflows.
• Familiarity with visualization tools like Grafana and Kibana.
• Experience with cloud deployments (AWS/GCP/Azure) and a strong affinity for DevOps culture.
• Experience working in customization-heavy environments or managing "forked" codebases.

What differentiates a successful candidate?

• The Average Candidate: Can write code to a specification but struggles when the documentation is missing, or the codebase is "messy."
• The A-Player: Sees a complex legacy codebase as a challenge to be mastered. They don't just fix bugs; they refactor for scale, mentor those around them, and anticipate enterprise needs before they become bottlenecks. They possess the technical depth to code and the maturity to navigate a high-pressure production environment.

What success looks like (first 90 days)

In this role, success is measured by your ability to move from code fluency to system-ownership. We expect high-impact contributions in two key areas:

• End-to-End Ownership of Complexity: Within 90 days, you will have taken full responsibility for the design, implementation, and production stabilization of a high-complexity enterprise customization. You aren't just writing code; you are operating with a "you build it, you own it" mindset, ensuring that your modules are fault-tolerant, scalable, and meet all engineering health metrics.
• Technical Leadership & Unblocking: You will be a recognized technical anchor who independently identifies and resolves architectural challenges within legacy or forked codebases. Success means you are effectively guiding L1 engineers through rigorous code reviews and test plans, while confidently managing technical trade-offs in discussions with enterprise stakeholders.