Product Head, Voice AI

Role overview

Product Head, Voice AI at Exotel Techcom Pvt Ltd

We are looking for someone who can turn this technology into a large, profitable business.

Particularly relevant experience Voice AI / Conversational AI LLM applications Real-time AI systems Speech-to-Text / Text-to-Speech LLM inference economics Model routing/caching/optimisation CPaaS / Contact Centre / Telephony Enterprise SaaS AI products with usage-based pricing Working with Forward-Deployed Engineering / Delivery teams This Role May Be a Strong Fit If You Are A Product leader who has genuinely owned a business, not just a roadmap.

Responsibilities

• You will own where we play, what we build, who we sell to, how we price, how we scale, and ultimately whether the business wins.
• You will: Build the business plan with GTM and Finance.
• Work directly with Sales on strategic opportunities.
• You will: Build and own the unit-economic model.
• Drive down inference and infrastructure costs.
• Build a High-Agency Pod You will lead a self-contained Voice AI pod comprising: Product Engineering Delivery Forward-Deployed Engineering The pod owns the journey from: Customer problem → Solution → Production Voice Agent → Measurable outcome Your job is to give the team direction, raise the quality of decision-making and remove dependencies that slow execution.
• You will decide: What FDEs should build for a customer.

Employment details

• Location: Bengaluru [Karnataka] [India]

About the employer

• About Exotel Exotel is a Customer Engagement Platform for businesses, built for interactions handled by both people and AI agents.

Additional role details

• We provide the stack behind those interactions - voice, SMS, WhatsApp, RCS and the telephony infrastructure underneath it.
• Our customers use Exotel to sell, support, collect payments, resolve issues and serve millions of their own customers.
• Voice AI is a major part of where this is going.
• Our Voice AI agents answer and place phone calls, reason with an LLM, integrate with customer systems and complete tasks.
• Customers are already running them in production and paying us by the minute.
• The market is moving fast.
• Models are getting better and cheaper, latency is falling and new competitors appear constantly.
• We need someone who can build the business at that pace.
• Build and run Voice AI as a business Exotel is building the infrastructure behind customer conversations across voice, SMS, WhatsApp, RCS and AI agents.
• Voice AI is becoming a major part of this business.
• Our AI agents answer and place calls, reason using LLMs, connect with customer systems and complete real-world tasks.
• Customers are already running these agents in production and paying us based on usage.
• The market is moving extremely quickly.
• Models are getting better and cheaper, latency is falling, and competition is increasing.
• This is not a traditional Product leadership role.
• What You Will Own 1.
• Strategy - Decide Where We Win Build a clear view of: Which customer segments and use cases are worth pursuing.
• Where Voice AI can create meaningful business value.
• Where we have a genuine competitive advantage.
• Where we are behind the market.
• What we should build, buy, partner for or ignore.
• Which opportunities are attractive enough to invest in.
• You will continuously test this thesis through customers, deals, product usage and losses.
• The roadmap should be a consequence of this strategy - not the starting point. 2.
• Product - Build What Customers Will Pay For Set the product direction for Voice AI.
• Decide: Which workflows agents should handle end-to-end.
• Which capabilities should become core product features.
• What should remain customer-specific.
• How agents integrate with customer systems.
• When to use the best model versus the most economical model.
• What should be built internally versus sourced externally.
• You own the customer experience.
• If an agent is slow, unreliable, interrupts unnecessarily, makes mistakes or fails to complete a task - you own the problem. 3.
• Business - Own the Number You will own the business outcome.
• Determine where revenue should come from by segment, use case and account.
• Set pricing and commercial guardrails.
• Decide which deals are worth pursuing.
• Understand why the business is ahead or behind plan.
• Balance growth with profitability.
• You should be equally comfortable discussing product metrics and revenue numbers. 4.
• Economics - Know What Every Interaction Costs Voice AI economics are fundamentally different from traditional SaaS.
• Model choice, inference, routing, caching, infrastructure, latency and architecture directly impact margins.
• Define cost-per-minute targets.
• Understand contribution margin by use case/customer.
• Make quality vs latency vs cost trade-offs.
• Decide when higher model cost is justified by higher customer value.
• The cost of a minute is a product and business decision. 5.
• Customers & GTM - Stay Close to the Market You will spend significant time with customers and prospects.
• You should be comfortable: Joining strategic customer calls.
• Running important product demonstrations.
• Understanding customer workflows.
• Listening to successful and failed conversations.
• Working with Sales on important opportunities.
• Understanding why we win and lose.
• Turning market feedback into product, pricing and positioning decisions.
• The expectation is not to sit behind the product team and wait for customer feedback.
• You are expected to be in the market. 6.
• You should be comfortable operating with high autonomy and limited structure. 7.
• Turn Customer Work Into Product Early customers will require significant hands-on implementation.
• Your job is to continuously reduce this dependency.
• What should become a reusable product capability.
• What should never be built again.
• Which patterns across customers deserve product investment.
• A key measure of success is: Less custom work → Faster deployment → Better margins → More scalable growth.
• What We're Looking For We care more about what you have actually owned than your previous title.
• You have ideally: Built and launched an AI product used by paying customers in production.
• Taken a product from 0→1 or early scale and materially influenced its direction.
• Owned revenue, gross margin, P&L or meaningful business metrics.
• Personally made pricing or commercial decisions.
• Built or deeply understood product unit economics.
• Worked directly with Sales and customers on important deals.
• Led cross-functional Product and Engineering teams.
• Operated with significant autonomy and incomplete information.
• Made difficult product/business trade-offs.
• Changed or killed initiatives when evidence showed they were not working.
• A GM / Business leader with deep product and technology understanding.
• A Founder / early-stage leader who has built an AI product and taken it to customers.
• An AI product leader who has worked closely with GTM, customers, pricing and unit economics.
• This is probably not the right role if: Your experience is primarily roadmap execution.
• You have worked on AI technology but haven't shipped products to paying customers.
• You have limited exposure to revenue, pricing or business economics.
• You prefer large, well-defined organisations and established processes.
• You are primarily an engineering leader without product/customer/business ownership.
• What Success Looks Like After a Year Voice AI is a better business because you ran it.
• We know where to compete and where not to.
• The product strategy is clear, and the roadmap follows from it.
• Customers reach production faster.
• Agents complete more of the jobs they are given.
• Conversation quality, latency and reliability improve materially.
• Cost per minute falls, and gross margins improve.
• Custom work decreases as FDE learnings become product capabilities.
• The pod operates with high autonomy.
• Revenue grows, and customers continue to expand their usage.
• The numbers should confirm the story: Revenue growth | Gross margin | Cost per minute | NRR | Time to production | Task completion | FDE hours/customer