Associate Manager, System Solution Design

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. We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business.

Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

Role Summary

As the Assistant Manager of System Solutions & Design (SSD), you are the strategic lead driving transformative automation, CRM, and Gen AI initiatives. You’ll bridge product thinking, operational strategy, and tech implementation—owning 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 frameworks—collaborating 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

Gen AI / 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

5–7 years in systems design, automation, CRM implementation, or operational excellence.
Proven experience in cross functional tech programs (CRM, telephony, bots, AI pilots).Strong analytical abilities—translating business needs into structured system solutions.
Hands on familiarity with CRM tools (Salesforce, Zendesk, Freshdesk) and low code/no code platforms.
Experience in building custom apps using google script , java script etc.
Exceptional stakeholder management across CX, Tech, and Ops teams.
Passion for AI/automation—always on the lookout for emerging technologies.
Thrives in fast paced, execution oriented settings.

Bonus Points For:

Experience with LLM architectures, prompt engineering, or Gen AI integrations
Background in fintech or customer support environments
Basic SQL familiarity, dashboarding, or workflow rule engine skills

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe. Follow us on LinkedIn & Twitter

Life at Razorpay Software Private Limited

We are a spirited, ambitious and bunch of fun folks who have taken up the challenge of transforming the way businesses accept digital payments in India. We have gone from offering a pure payment gateway to offering a product suite that manages the entire payments lifecycle for all businesses, from startups to SMEs to large enterprises. We are a payment solution for forward-looking businesses. We enable online merchants with any payment need to easily accept, process and disburse payments through the most developer-friendly APIs, easy integration, onboarding processes and truly involved customer support. Our customers swear by our tech and UX, and we are ecstatic to see people enjoy the results of our fanatic focus on making online payments simple and accessible. Our strength lies in the people we are and we go to great lengths to nurture a family of coders, designers, sellers, marketers, analysts, writers, runners, photographers, gamers, tinkerers and above all people who are dreamers and doers at the same time. We are also powered by an enviable list of investors, who guide us to deliver outstanding outcomes and lead the way in redefining payments. Together we say - 'The Future of Payments is Here' OUR CULTURE We think you can do your best with a freedom to experiment, sense of ownership of your work, license to fail and when you have peers who care just as much as you about their art. We default to transparency because everyone can contribute to anything, and it's only possible if you get to know what's going on. Meetups, gaming, movies, team outings, celebrations, conferences & events, are some of the things we enjoy. AND YOU ARE Someone who thinks learning is the aim of life. You don't want to hide behind a mundane corporate job, a cog in the bigger scheme that's unknown. You want to own what you do and drive it to completion, with a touch of perfection befitting your zeal for your work. You swear by perfection and you bow to the church of research-based innovation. You love your tech and automation is your religion. Now that you know us and we know you, let's talk about what you can work on at Razorpay. CONTACT US Email: jobs@razorpay.com