Senior Analyst – Platform Operations

Role Name:

Senior Analyst - Platform Operations

At Kapture CX, we are looking for a Senior Analyst - Platform Operations in our Customer Experience team.

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations.

Over a thousand clients across 18 countries have used Kapture's products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, BigBasket, Meesho, Airtel Payments Bank, and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and has offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines, and Indonesia.

What is this role all about?

As a Senior Analyst - Platform Operations, you will play a critical role in ensuring platform reliability while driving the successful execution of large-scale outbound campaigns. You'll work across production support, campaign operations, automation, and client reporting to deliver seamless operational excellence and an outstanding customer experience.

Sounds interesting?

Here's a more detailed description of what you will do in this role:

• You will own production incident management, resolve platform and campaign issues, and perform root cause analysis to improve system reliability.
• You will automate operational workflows, build dashboards, and develop utilities using Python, SQL, and related technologies to improve efficiency.
• You will validate campaign data, coordinate telephony capacity planning, reconcile CDRs, and troubleshoot API integrations across multiple systems.
• You will prepare accurate client reports, monitor platform health, and collaborate closely with Engineering, Product, Finance, and external vendors.
• You will leverage AI-powered tools to streamline reporting, data validation, quality assurance, and operational processes.

This is a Mumbai/Bangalore-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

You consistently deliver reliable platform operations, maintain high campaign performance, reduce incident resolution time through automation, and provide timely, accurate reporting that enables confident business decisions.

What would make you a good fit for this role?

Here are the basic requirements:

• You have a Bachelor's degree in Computer Science, Information Technology, or a related field.
• You have 3-5 years of experience in platform operations, production support, technical operations, or outbound campaign management.
• You have hands-on experience with Python, SQL, REST APIs, observability tools, and ticketing platforms.
• You have experience working with telephony platforms, campaign operations, client reporting, and cross-functional stakeholders.

What are the most critical skills for this role?

• You have strong troubleshooting and root cause analysis skills with a structured, data-driven approach.
• You can automate repetitive operational tasks using Python, SQL, or similar scripting technologies.
• You are skilled at monitoring platform health, campaign KPIs, dashboards, and operational metrics.
• You communicate effectively with internal teams, enterprise clients, and external vendors while managing multiple priorities.

You will have an advantage if you:

• You have worked in a SaaS or cloud-based platform environment.
• You have experience with outbound campaigns, collections, lending, or BPO operations.
• You have exposure to production release monitoring, deployment validation, or platform observability tools.
• You have used AI-powered tools such as ChatGPT, GitHub Copilot, or Claude to improve productivity and operational efficiency.

Why should you be interested?

Here's what you will gain from this role:

• Opportunity to work on enterprise-scale SaaS platforms serving leading global brands.
• Exposure to cross-functional collaboration with Engineering, Product, Finance, Operations, and Customer Success teams.
• Hands-on experience building automation and operational solutions that create measurable business impact.
• A fast-paced environment that encourages innovation, ownership, continuous learning, and career growth.

Does this sound like you?

Click the Apply button to let us know!