{"id":2786238,"url":"https://alion.io/job/kapture-cx-senior-analyst-platform-operations-2","title":"Senior Analyst – Platform Operations","company":{"id":59417,"name":"Kapture CX","domain":"kapture.cx","url":"https://alion.io/company/kapture-cx","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17500,"max_usd":35000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":26},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Incident Management","optional":false},{"name":"LLM","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-10T06:14:15Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-10-22T03:11:54Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"Who are we?\nKapture 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.\nFounded 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.\nWe're hiring people who want to build AI that millions of customers rely on every day.\nWhat is this role all about?\nAs 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.\nAs 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.\nSounds interesting?\nHere's a more detailed description of what you will do:\nOwn production incident management, troubleshoot platform and campaign issues, drive root cause analysis, and ensure timely resolution of operational incidents.\nMonitor the health and performance of AI-powered workflows, campaigns, integrations, and platform components, identifying anomalies and potential issues proactively.\nExecute and monitor large-scale outbound campaigns, including campaign configuration, data validation, capacity planning, performance monitoring, and issue resolution.\nAutomate repetitive operational workflows, build utilities, and develop internal tools using Python, SQL, APIs, and scripting technologies.\nBuild and maintain operational dashboards and reporting frameworks to track campaign performance, platform health, incidents, SLAs, and business-critical KPIs.\nValidate campaign and customer data, reconcile CDRs and operational data, and investigate discrepancies across systems.\nTroubleshoot REST APIs, integrations, telephony systems, and connected enterprise applications across the Kapture ecosystem.\nSupport production releases by performing deployment validation, smoke checks, post-release monitoring, and operational readiness checks.\nPrepare accurate and timely client-facing reports and operational insights, translating data into actionable recommendations.\nWork closely with Engineering, Product, Customer Experience, Finance, Operations, and external technology/telephony partners to resolve issues and improve platform reliability.\nLeverage AI-powered tools and automation to improve reporting, data validation, QA, troubleshooting, documentation, and operational efficiency.\nIdentify recurring operational problems and convert them into automation, monitoring, process improvements, or product feedback.\nWhat does success look like?\nSuccess in this role means Kapture's enterprise workflows run reliably, scale efficiently, and recover quickly when something goes wrong.\nYou will:\nMaintain high platform and campaign reliability.\nReduce incident resolution time and recurring production issues.\nIncrease operational efficiency through automation.\nImprove the accuracy and speed of client reporting.\nDetect platform and campaign anomalies proactively.\nBuild scalable operational processes as AI-powered workflows grow.\nEnable Customer Experience teams to deliver better outcomes for enterprise customers.\nWhat would make you a good fit?\nHere are the basic requirements:\nBachelor's degree in Computer Science, Information Technology, Engineering, or a related field.\n3-5 years of experience in platform operations, production support, technical operations, SaaS operations, campaign operations, or a similar role.\nHands-on experience with Python and SQL for automation, data analysis, troubleshooting, or operational tooling.\nStrong understanding of REST APIs, API troubleshooting, integrations, and system-to-system workflows.\nExperience with monitoring/observability tools, ticketing systems, incident management, and production environments.\nExperience working with telephony platforms, outbound campaigns, campaign data, CDRs, or contact-center technologies.\nStrong analytical and troubleshooting skills with the ability to work across multiple systems and stakeholders.\nWhat are the most critical skills for this role?\nProduction troubleshooting: Ability to diagnose complex platform and integration issues and drive structured root cause analysis.\nAutomation mindset: Ability to identify repetitive operational tasks and automate them using Python, SQL, APIs, or similar technologies.\nData orientation: Strong ability to work with large datasets, validate data, identify anomalies, and translate operational data into insights.\nPlatform monitoring: Ability to track system health, campaign KPIs, SLAs, incidents, and operational metrics.\nIncident ownership: Ability to take ownership of issues from detection through resolution, RCA, and preventive action.\nCross-functional collaboration: Ability to work effectively with Engineering, Product, CX, Finance, vendors, and enterprise stakeholders.\nExecution mindset: Comfortable operating in a fast-paced environment where priorities can change quickly and reliability matters.\nYou will have an advantage if you:\nHave worked in a SaaS, cloud, contact-center, CPaaS, CCaaS, or AI platform environment.\nHave experience with outbound campaigns, collections, lending, BFSI, BPO, or high-volume customer operations.\nHave worked with telephony infrastructure, dialers, CDRs, IVR, Voice AI, or conversational AI platforms.\nHave exposure to production release monitoring, deployment validation, observability, or SRE-style operational practices.\nHave experience building operational dashboards, automation scripts, internal utilities, or reporting systems.\nHave worked with AI-powered systems, AI agents, conversational AI, Voice AI, LLM-based workflows, or agentic automation.\nRegularly use tools such as ChatGPT, Claude, GitHub Copilot, or similar AI tools to improve productivity and solve operational problems.\nWhy should you be interested?\nHere's what you will gain from this role:\nWork on an AI-native, Agentic Operating System used by enterprises at scale.\nGet hands-on exposure to the operational side of AI agents, intelligent workflows, enterprise integrations, and automation.\nWork with large-scale customer and business workflows across CX, sales, collections, and other enterprise operations.\nSolve real production problems where reliability, automation, data, and customer outcomes come together.\nCollaborate closely with Engineering, Product, CX, Operations, and business teams.\nBuild automation and operational solutions that create measurable impact on efficiency, reliability, and customer experience.\nGrow in a fast-paced environment at the intersection of SaaS, AI, automation, and enterprise technology.\nDoes this sound like you?\nIf you enjoy solving production problems, working with data, automating the repetitive, and making complex enterprise systems run better, we'd love to hear from 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