About Us Paytm is Indias 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 its 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 setting Why join us