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…