Senior Analyst – Platform Operations

Who are we?

Kapture CX is building the agentic platform for CX. Our AI agents complete customer service, sales, collections and claims work for large enterprises. When a case needs judgement, they hand it to a person with the full context attached. If you've tracked an order, disputed a charge or followed up on a claim in India, there's a good chance Kapture was working behind the scenes.

Founded in Bengaluru in 2014, Kapture has grown to over 400 people and works with more than 1,000 enterprises across 18 countries, including Unilever, Reliance, Tata, Coca-Cola, Bigbasket, Meesho, Lenskart and Airtel Payments Bank. We're headquartered in Bengaluru, with offices in Mumbai, Delhi NCR, the USA and the UAE.

We're hiring people who want to build AI that millions of customers rely on every day.

What is this role all about?

As a Senior Analyst - Platform Operations, you will play a critical role in keeping Kapture's AI-powered platform and enterprise workflows reliable, measurable, and operationally efficient.

As Kapture evolves toward increasingly agentic and AI-driven operations, you will also help build the operational systems, dashboards, controls, and automation required to run these workflows reliably at enterprise scale.

Sounds interesting?

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

• Own production incident management, troubleshoot platform and campaign issues, drive root cause analysis, and ensure timely resolution of operational incidents.
• Monitor the health and performance of AI-powered workflows, campaigns, integrations, and platform components, identifying anomalies and potential issues proactively.
• Execute and monitor large-scale outbound campaigns, including campaign configuration, data validation, capacity planning, performance monitoring, and issue resolution.
• Automate repetitive operational workflows, build utilities, and develop internal tools using Python, SQL, APIs, and scripting technologies.
• Build and maintain operational dashboards and reporting frameworks to track campaign performance, platform health, incidents, SLAs, and business-critical KPIs.
• Validate campaign and customer data, reconcile CDRs and operational data, and investigate discrepancies across systems.
• Troubleshoot REST APIs, integrations, telephony systems, and connected enterprise applications across the Kapture ecosystem.
• Support production releases by performing deployment validation, smoke checks, post-release monitoring, and operational readiness checks.
• Prepare accurate and timely client-facing reports and operational insights, translating data into actionable recommendations.
• Work closely with Engineering, Product, Customer Experience, Finance, Operations, and external technology/telephony partners to resolve issues and improve platform reliability.
• Leverage AI-powered tools and automation to improve reporting, data validation, QA, troubleshooting, documentation, and operational efficiency.
• Identify recurring operational problems and convert them into automation, monitoring, process improvements, or product feedback.

What does success look like?

Success in this role means Kapture's enterprise workflows run reliably, scale efficiently, and recover quickly when something goes wrong.

You will:

• Maintain high platform and campaign reliability.
• Reduce incident resolution time and recurring production issues.
• Increase operational efficiency through automation.
• Improve the accuracy and speed of client reporting.
• Detect platform and campaign anomalies proactively.
• Build scalable operational processes as AI-powered workflows grow.
• Enable Customer Experience teams to deliver better outcomes for enterprise customers.

What would make you a good fit?

Here are the basic requirements:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 3-5 years of experience in platform operations, production support, technical operations, SaaS operations, campaign operations, or a similar role.
• Hands-on experience with Python and SQL for automation, data analysis, troubleshooting, or operational tooling.
• Strong understanding of REST APIs, API troubleshooting, integrations, and system-to-system workflows.
• Experience with monitoring/observability tools, ticketing systems, incident management, and production environments.
• Experience working with telephony platforms, outbound campaigns, campaign data, CDRs, or contact-center technologies.
• Strong analytical and troubleshooting skills with the ability to work across multiple systems and stakeholders.

What are the most critical skills for this role?

• Production troubleshooting: Ability to diagnose complex platform and integration issues and drive structured root cause analysis.
• Automation mindset: Ability to identify repetitive operational tasks and automate them using Python, SQL, APIs, or similar technologies.
• Data orientation: Strong ability to work with large datasets, validate data, identify anomalies, and translate operational data into insights.
• Platform monitoring: Ability to track system health, campaign KPIs, SLAs, incidents, and operational metrics.
• Incident ownership: Ability to take ownership of issues from detection through resolution, RCA, and preventive action.
• Cross-functional collaboration: Ability to work effectively with Engineering, Product, CX, Finance, vendors, and enterprise stakeholders.
• Execution mindset: Comfortable operating in a fast-paced environment where priorities can change quickly and reliability matters.

You will have an advantage if you:

• Have worked in a SaaS, cloud, contact-center, CPaaS, CCaaS, or AI platform environment.
• Have experience with outbound campaigns, collections, lending, BFSI, BPO, or high-volume customer operations.
• Have worked with telephony infrastructure, dialers, CDRs, IVR, Voice AI, or conversational AI platforms.
• Have exposure to production release monitoring, deployment validation, observability, or SRE-style operational practices.
• Have experience building operational dashboards, automation scripts, internal utilities, or reporting systems.
• Have worked with AI-powered systems, AI agents, conversational AI, Voice AI, LLM-based workflows, or agentic automation.
• Regularly use tools such as ChatGPT, Claude, GitHub Copilot, or similar AI tools to improve productivity and solve operational problems.

Why should you be interested?

Here's what you will gain from this role:

• Work on an AI-native, Agentic Operating System used by enterprises at scale.
• Get hands-on exposure to the operational side of AI agents, intelligent workflows, enterprise integrations, and automation.
• Work with large-scale customer and business workflows across CX, sales, collections, and other enterprise operations.
• Solve real production problems where reliability, automation, data, and customer outcomes come together.
• Collaborate closely with Engineering, Product, CX, Operations, and business teams.
• Build automation and operational solutions that create measurable impact on efficiency, reliability, and customer experience.
• Grow in a fast-paced environment at the intersection of SaaS, AI, automation, and enterprise technology.

Does this sound like you?

If you enjoy solving production problems, working with data, automating the repetitive, and making complex enterprise systems run better, we'd love to hear from you.