Exotel is the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of a communication APIs, Ameyo’s omnichannel contact center (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D funded company with $60 million in ARR.
Exotel is building an AI-first communication platform that transforms how enterprises engage with their customers. As a Product Manager for Agent Assist, you will be responsible for defining and executing the product strategy for our AI-powered Agent Assist offering.
This product is designed to empower customer support and contact center agents with real-time suggestions, knowledge retrieval, auto-summarization, and contextual workflows – all powered by GenAI. You will lead the product charter end-to-end, working with AI/ML teams, enterprise customers, and cross-functional stakeholders to create intuitive and impactful agent experiences.
This is a high-impact, cross-functional role that sits at the intersection of GenAI innovation and customer service productivity.
Define and own the product strategy and roadmap for Agent Assist, aligned with Exotel’s broader GenAI and CCaaS vision.
Drive end-to-end product delivery – from requirement gathering to solution design, release, and iteration.
Partner with AI/ML, engineering, design, sales, customer success, and support teams to bring features to life with high quality and usability.
Engage directly with enterprise customers and contact center leaders to understand user journeys, pain points, and success metrics.
Prioritize and manage the product backlog, making trade-offs based on business impact, user needs, and technical feasibility.
Monitor product performance, user adoption, and impact metrics to inform product decisions and iterations.
Evangelize the product internally and externally – support GTM planning, demos, enablement, and customer conversations.
6+ years of total experience, with at least 3+ years in Product Management in a B2B SaaS or enterprise software setting.
Demonstrated experience delivering AI/ML or productivity-enhancing products (e.g., agent tools, CRM integrations, chatbots, contact center tech).
Familiarity with GenAI technologies like LLMs, NLU/NLG, speech-to-text, and summarization.
Strong grasp of contact center operations and CX workflows is preferred.
Ability to translate complex requirements into clear user stories, PRDs, and delivery plans.
Strong communication skills with the ability to influence and collaborate across functions and levels.
Analytical mindset with a focus on data-driven product decisions and continuous iteration.
Proficiency in agile development methodologies and product management tools (e.g., JIRA, Confluence, Figma).
Bachelor’s degree in Engineering, Computer Science, or related field; MBA is a plus.
Customer-First Thinker – You focus on real agent challenges and how AI can solve them meaningfully.
Tech-Comfortable – Able to work closely with engineers and data scientists, asking the right questions and defining the right solutions.
Execution-Focused – You can drive clarity and progress even in ambiguous environments.
Outcome-Oriented – You measure success by adoption, impact, and business outcomes, not just delivery.
Collaborative Leader – You drive alignment across teams without authority and influence decisions through storytelling and data.
Ownership of a core AI product charter in Exotel’s evolving CPaaS/CCaaS suite.
Opportunity to build and scale real-time agent-assistive solutions used by thousands of enterprise users.
Work with cutting-edge GenAI models, real-world customer datasets, and impactful use cases.
High-visibility role with career growth opportunities in AI product leadership.