Job Description

About Us

: Paytm is India's leading financial services company that offers full-stack payments & financial
solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a
billion Indians into the mainstream economy through payments, commerce, banking, investments, and
financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar
Sharma.

About the team:

Merchant Helpdesk post live team

About the role:

Paytm is hiring for it's Merchant helpdesk vertical.
Expectations/ Requirements
? Lead planning, development, deployment, and optimization of IVR systems (including design, call flows,
scripts, integrations).
? Collaborate with product owners, designers, and business stakeholders to define IVR requirements and
translate them into technical deliverables.
? Work closely with development teams (internal or external) to ensure timely delivery and alignment with
technical standards.
? Manage project scope, timelines, resource allocation, and risks across multiple IVR initiatives.
? Define and monitor success metrics: call containment, transfer rates, resolution rates, customer
satisfaction, and error rates.
? Oversee IVR testing (functional, regression, UAT) and ensure production readiness.
? Drive continuous improvement, ensuring IVR systems evolve with business needs, regulatory requirements,
and new technologies (AI, NLP, speech-to-text).
? Coordinate with vendors, telecom partners, and platform providers as needed.
? Prepare regular updates and reports for leadership on project health, risks, dependencies, and outcomes.

Superpowers/ Skills that will help you succeed in this

? Bachelor's degree in Computer Science, Engineering, Information Technology, or related field
(Master's is a plus).
? 5-10 years of experience in program/project management, preferably in telecom, fintech, BPO, or
customer experience domains.
? Strong understanding of IVR systems, CTI, call routing, telephony platforms (Genesys, Avaya, NICE,
Five9, Cisco, Twilio, Exotel, etc.).
? Experience with AI/ML-based IVR, voice bots, speech recognition, and NLP solutions is a plus.
? Solid understanding of software development lifecycle (SDLC), Agile/Scrum, and project management
tools (JIRA, MS Project).
? Excellent communication, stakeholder management, and cross-functional coordination skills.
? Analytical mindset with ability to interpret data and drive insights.
? Ability to manage multiple projects simultaneously in a fast-paced environment.

Why join us <

A collaborative output driven program that brings cohesiveness across businesses through technology Improve the average revenue per use by increasing the cross-sell opportunities A solid 360 feedback from your peer teams on your support of their goals Respect, that is earned, not demanded from your peers and manager

Compensation

: If you are the right fit, we believe in creating wealth for you
With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a
unique position to democratize credit for deserving consumers & merchants - and we are committed to it.
India's largest digital lending story is brewing here. It's your opportunity to be a part of the story!