Campaign Manager - AI Operations

About Us:  

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About the team:

The AI Operations team is responsible for building, launching, and scaling AI-powered voice and Agentic AI solutions across Paytm’s merchant ecosystem.

The team works closely with Business, Product, Technology, Data, QA, and Operations teams to drive AI-led automation across merchant engagement, retention, activation, support, and service journeys.

The team owns the complete operational lifecycle of AI campaigns — from use-case identification and conversational journey design to voice-bot creation, prompt development, testing, deployment, performance monitoring, and continuous optimization.

About the role:

We are looking for a Campaign Manager – AI Operations who will own the end-to-end execution and success of AI-powered voice and Agentic AI campaigns.

The role will involve creating AI voice agents, writing and optimizing prompts, designing conversational journeys, launching campaigns, monitoring performance, analyzing AI interactions, and continuously improving the agent to drive measurable business outcomes.

The candidate should have a strong combination of operations understanding, prompt engineering, conversational AI, analytical thinking, and execution skills.

Role Expectations/ Responsibilities:

AI Agent Creation: Build and configure AI voice agents for different merchant use cases by defining conversation journeys, agent behavior, business rules, objection handling, and closure logic.
Prompt Engineering: Write, test, and continuously optimize production-ready prompts to ensure the AI agent follows the required conversation flow, understands merchant responses, asks relevant questions, handles objections, and drives the intended outcome.
Conversational Journey Design: Translate business requirements and operational processes into structured AI conversations covering opening, intent identification, probing, resolution, objection handling, confirmation, and closure.
Campaign Ownership: Own AI campaigns end-to-end, from understanding the business requirement and creating the AI agent to testing, launch, monitoring, and post-live optimization.
Campaign Performance: Track and analyze campaign KPIs such as connect rate, successful outcome, retention, activation, conversion, AHT, FCR, drop-offs, retry effectiveness, and cost per successful outcome.
AI Call Analysis: Review AI call recordings and transcripts to identify issues such as incorrect responses, repetition, hallucination, unnecessary probing, long monologues, missed objections, incorrect intent identification, and poor call closure.
Prompt & Agent Optimization: Convert call-level observations into actionable improvements in prompts, agent instructions, conversation flows, business logic, and tool usage.
Agentic AI Optimization: Work on improving the agent's ability to understand context, make appropriate decisions, use available tools, follow business rules, and complete the intended merchant journey autonomously.
Quality Management: Partner with QA teams to define AI quality parameters, conduct regular audits, identify critical quality/compliance gaps, and implement corrective actions.
Business Outcome Management: Ensure AI campaigns are optimized for measurable business outcomes and not only operational metrics such as call connectivity.
A/B Testing & Experimentation: Design and execute experiments across prompts, conversation flows, scripts, retry strategies, and campaign configurations to improve campaign performance.
Production Monitoring: Closely monitor newly launched campaigns, identify issues early, and drive corrective actions to stabilize and scale campaigns.
Data & Anal