Lead automation, CRM optimization, and Gen AI projects, bridging operational strategy and tech implementation while managing stakeholder relationships.
Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.
We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).
As the Assistant Manager of System Solutions & Design (SSD), you are the strategic lead driving transformative automation, CRM, and Gen AI initiatives. You’ll bridge product thinking, operational strategy, and tech implementation—owning projects end-to-end and reporting directly to Senior Management.
Key ResponsibilitiesSolution Leadership & Strategic Ownership:-
- Spearhead discovery, planning, and execution of key automation and CRM optimization projects.
- Build business cases, model ROI, and manage project timelines and deliverables.
CRM & Telephony Systems Design
- Lead enhancements in CRM and telephony frameworks—collaborating with engineering, product, and operations.
- Define system design requirements for custom telephony architecture, callback mechanisms, and dialer logic.
- Work closely with our strategic partners and build solutions at scale benefitting business
Gen AI / LLM Initiatives
- Identify high -impact AI use cases to elevate agent productivity and merchant experience.
- Partner with AI/product teams to co -own pilot deployment, governance, and performance tracking.
- Proficient in designing and building workflows using Claud, N8N, and similar automation tools.
Process Architecture & Change Leadership
- Redesign support -operation workflows to minimize friction and error.
- Own change management across impacted teams to ensure seamless adoption.
Continuous Improvement & Roadmap Management
- Maintain a strategic roadmap aligned with quarterly OKRs.
- Track metrics, gather stakeholder feedback, and iterate on initiatives.
What You Bring
- 5–7 years in systems design, automation, CRM implementation, or operational excellence.
- Proven experience in cross functional tech programs (CRM, telephony, bots, AI pilots).
Strong analytical abilities—translating business needs into structured system solutions. - Hands on familiarity with CRM tools (Salesforce, Zendesk, Freshdesk) and low code/no code platforms.
- Experience in building custom apps using google script , java script etc.
- Exceptional stakeholder management across CX, Tech, and Ops teams.
- Passion for AI/automation—always on the lookout for emerging technologies.
- Thrives in fast paced, execution oriented settings.
Bonus Points For:
- Experience with LLM architectures, prompt engineering, or Gen AI integrations
- Background in fintech or customer support environments
- Basic SQL familiarity, dashboarding, or workflow rule engine skills
Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
Follow us on LinkedIn & Twitter
Top Skills
Claud
Crm Tools (Salesforce
Freshdesk)
Google Script
Java Script
N8N
Zendesk
Similar Jobs
Financial Services
As a Data Scientist Senior Associate, you'll develop fraud detection strategies, analyze data for operational efficiency, and collaborate with risk teams to improve fraud processes and compliance.
Top Skills:
Cloud-Native Microservices ArchitectureData ScienceFraud Analytics
Information Technology • Software • Financial Services
The C++ Software Engineer will design, build, and optimize high-performance systems for trading, collaborating with traders and engineers to enhance production systems.
Top Skills:
C++
Cloud • Internet of Things • Software • App development • Automation
As a Senior Software Engineer, you'll design, document, and implement systems in Java 8, build microservices, and collaborate with stakeholders to deliver scalable applications while following Agile methodologies.
Top Skills:
AWSJava 8JSONMicroservicesRdsRestS3SoapSpring Framework
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
