Associate Manager, System Solution Design
Associate Manager, System Solution Design
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Job Description
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.
Role Summary
As the Assistant Manager of System Solutions & Design (SSD) you are the strategic lead driving transformative automation CRM and GenAI initiatives. Youll bridge product thinking operational strategy and tech implementationowning projects end-to-end and reporting directly to Senior Management.
Key Responsibilities
Solution 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 frameworkscollaborating 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
GenAI / 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
- 57 years in systems design automation CRM implementation or operational excellence.
- Proven experience in crossfunctional tech programs (CRM telephony bots AI pilots).
Strong analytical abilitiestranslating business needs into structured system solutions. - Handson familiarity with CRM tools (Salesforce Zendesk Freshdesk) and lowcode/nocode platforms.
- Experience in building custom apps using google script java script etc.
- Exceptional stakeholder management across CX Tech and Ops teams.
- Passion for AI/automationalways on the lookout for emerging technologies.
- Thrives in fastpaced executionoriented settings.
Bonus Points For:
- Experience with LLM architectures promptengineering or GenAI integrations
- Background in fintech or customersupport environments
- Basic SQL familiarity dashboarding or workflowrule engine skills
Required Experience:
Manager
Employment Type
Full Time
