Job Details
| Experience | Location | Nature of Job | Job Role |
| 5 - 7 Years | Bangalore, KA, IN | Customer Sucess | System Solution Design |
Razorpay was founded in 2014 by Shashank Kumar and Harshil Mathur. Built with the vision of transforming the way money moves in India, Razorpay has quickly grown into one of the country’s most trusted fintech platforms. Today, we process billions of dollars annually for hundreds of thousands of businesses ranging from innovative start-ups to leading enterprises. What started as a payments product now spans across a complete financial ecosystem — payments, business banking, lending, and beyond. Our mission is ambitious yet simple: to enable frictionless banking and payments for every business in India.
Our suite of offerings includes industry-leading products like RazorpayX, our new-age business banking hub, and Razorpay Capital, our platform for credit and working capital financing. Over the last year alone, Razorpay disbursed millions of dollars in loans to support thousands of Indian businesses. Razorpay stands as a full-stack financial services company, helping organisations with state-of-the-art, technology-driven payment solutions, automation capabilities, and robust financial operations tools.
Role Summary:
The Associate Manager – System Solution Design (SSD) is a unique and forward-looking role designed for professionals passionate about blending operational strategy, product thinking, system design, and cutting-edge technology. As the strategic lead in this domain, you will drive transformative projects around automation, CRM optimisation, telephony design, and advanced initiatives powered by Generative AI. Reporting directly to Senior Management, you will act as the bridge between multiple cross-functional teams, ensuring that technology-driven solutions meet real-world business needs and scale for the future.
This role is perfect for someone energised by problem-solving, eager to experiment with Gen AI and automation frameworks, and equally comfortable engaging with engineering, operations, customer experience, and senior stakeholders to deliver end-to-end systems that elevate performance and business impact.
Key Responsibilities:
- Solution Leadership & Strategic Ownership
Lead discovery, planning, and delivery of automation-first projects. Own the lifecycle from problem identification to system rollout. Build powerful business cases to demonstrate ROI, track progress, ensure timely execution, and showcase business impact. - CRM & Telephony Systems Design
Architect advanced CRM (Salesforce, Freshdesk, Zendesk) implementations and telephony frameworks. Define requirements for custom dialer logic, callback mechanisms, queue-based workflows, and IVR systems. Collaborate with engineering, product, and support leaders to design scalable systems. - Gen AI / LLM Initiatives
Identify and prioritise high-impact Generative AI use cases to drive agent productivity, merchant experience, and operational efficiency. Partner with AI/ML & product teams to run pilots, design governance frameworks, evaluate metrics, and iterate solutions. Build Gen AI-driven workflows using tools like Claude, LangChain, N8N, and others. - Process Architecture & Change Management
Re-engineer customer support processes to eliminate redundancy, minimise agent effort, and reduce errors. Align organisational teams with process improvements. Lead change management initiatives and enable seamless adoption of new workflows. - Continuous Improvement & Roadmap Ownership
Drive a structured roadmap based on business priorities and quarterly OKRs. Track adoption of initiatives, gather feedback from stakeholders, monitor system analytics, and continuously refine solutions over time. Act as the steward of operational excellence using both human-centred design and cutting-edge technology.
What You Bring:
- 5–7 years of relevant experience in driving system design, automation, CRM enhancements, or operational excellence programs.
- Proven success in conceptualising and executing complex cross-functional programs, ideally within CRM/telephony frameworks, AI/ML-enabled pilots, or contact centre automation.
- Hands-on familiarity with tools such as Salesforce, Zendesk, Freshdesk, and automation platforms like N8N or Make. Additional expertise with JavaScript, Google Apps Script, or no-code workflow systems is a plus.
- Fluency in translating business needs into structured technology solutions that scale across multiple teams.
- Strong analytical mindset with the ability to model ROI, assess impact, and optimise KPIs.
- Excellent stakeholder management skills, with proven experience aligning CX, Ops, and Tech leadership teams.
- A deep passion for innovation in AI, automation, and emerging technologies; proactively scanning the horizon for potential applications.
- Comfortable working in fast-paced environments where timelines are short, execution is demanding, and adaptability is critical.
Bonus Points For:
- Practical exposure to Large Language Models (LLMs), prompt engineering, or Gen AI integrations at scale.
- Experience in fintech or high-growth customer support contexts where compliance, scale, and innovation intersect.
- Hands-on SQL skills, custom reporting, or basic dashboard creation to support decision-making.
Why Join Us:
At Razorpay, we believe in moving fast, thinking boldly, and building the future of financial infrastructure in India. This role sits at the intersection of operations, technology, and innovation—giving you a unique platform to shape how businesses bank, pay, and grow in India. You will not just be optimising systems; you will be designing the next layer of intelligence that powers India’s fintech ecosystem.
If you are someone with a curious mind, strong systems thinking, a love for automation, and an eagerness to drive transformation with AI-enabled solutions, this is the right home for you. Come, be part of our story, and help us build the payments and banking infrastructure of tomorrow.
Company Ratings
| Platform | Culture & Values | Diversity & Inclusion | Work/Life Balance | Senior Management | Comp & Benefits | Career Opportunity | Avg. (★) |
| Glassdoor | 3.6 | 3.7 | 3.3 | 3.0 | 3.2 | 3.6 | ★★★★☆ |
| Indeed | 4.3 | 3.9 | 4.5 | 4.3 | 4.8 | - | ★★★★½ |
| Ambition Box | 3.5 | 3.5 | 3.4 | 3.3 | 3.3 | 3.2 | ★★★★☆ |
| Capterra | 3.2 | 3.3 | 3.7 | - | 3.2 | - | ★★★★☆ |
Main Skills – Associate Manager, System Solution Design
System Design & Architecture
Automation Tools & Workflow
CRM Implementation
AI & GenAI
Process Optimisation
Analytical Abilities
Programming & Scripting
Stakeholder Management
Continuous Improvement
Adaptability
Bonus Skills
Fintech / Customer Support
Dashboarding & Workflow Rules
Resume Match Score
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Main Skills – Associate Manager, System Solution Design
Bonus Skills
Resume Match Score
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