Senior Analyst – Platform Operations

Who are we?

Kapture CX is an <strong>AI-native, verticalized SaaS platform</strong> helping enterprises automate and execute complex customer and business workflows.

At the core of Kapture is <strong>AgentOS — our Agentic Operating System</strong> that brings together AI agents, human intelligence, enterprise systems, and operational intelligence to execute work end-to-end. AgentOS enables enterprises to build, deploy, orchestrate, monitor, evaluate, and optimize AI-powered workflows across <strong>customer support, sales, collections, claims, and other business operations</strong>.

Today, Kapture is trusted by <strong>1,000+ enterprises across 18 countries</strong>, helping organizations move beyond isolated automation toward intelligent, outcome-driven operations.

What is this role all about?

As a <strong>Senior Analyst – Platform Operations</strong>, you will play a critical role in keeping Kapture's AI-powered platform and enterprise workflows <strong>reliable, measurable, and operationally efficient</strong>.

As Kapture evolves toward increasingly <strong>agentic and AI-driven operations</strong>, you will also help build the operational systems, dashboards, controls, and automation required to run these workflows reliably at enterprise scale.

Here's a more detailed description of what you will do:

• Own <strong>production incident management</strong>, troubleshoot platform and campaign issues, drive root cause analysis, and ensure timely resolution of operational incidents.
• Monitor the health and performance of <strong>AI-powered workflows, campaigns, integrations, and platform components</strong>, identifying anomalies and potential issues proactively.
• Execute and monitor large-scale <strong>outbound campaigns</strong>, including campaign configuration, data validation, capacity planning, performance monitoring, and issue resolution.
• Automate repetitive operational workflows, build utilities, and develop internal tools using <strong>Python, SQL, APIs, and scripting technologies</strong>.
• Build and maintain <strong>operational dashboards and reporting frameworks</strong> to track campaign performance, platform health, incidents, SLAs, and business-critical KPIs.
• Validate campaign and customer data, reconcile <strong>CDRs and operational data</strong>, and investigate discrepancies across systems.
• Troubleshoot <strong>REST APIs, integrations, telephony systems, and connected enterprise applications</strong> across the Kapture ecosystem.
• Support production releases by performing <strong>deployment validation, smoke checks, post-release monitoring, and operational readiness checks</strong>.
• Prepare accurate and timely <strong>client-facing reports and operational insights</strong>, translating data into actionable recommendations.
• Work closely with <strong>Engineering, Product, Customer Experience, Finance, Operations, and external technology/telephony partners</strong> to resolve issues and improve platform reliability.
• Leverage <strong>AI-powered tools and automation</strong> to improve reporting, data validation, QA, troubleshooting, documentation, and operational efficiency.
• Identify recurring operational problems and convert them into <strong>automation, monitoring, process improvements, or product feedback</strong>.

What does success look like?

Success in this role means Kapture's enterprise workflows <strong>run reliably, scale efficiently, and recover quickly when something goes wrong</strong>.

You will:

• Maintain high platform and campaign reliability.
• Reduce incident resolution time and recurring production issues.
• Increase operational efficiency through automation.
• Improve the accuracy and speed of client reporting.
• Detect platform and campaign anomalies proactively.
• Build scalable operational processes as AI-powered workflows grow.
• Enable Customer Experience teams to deliver better outcomes for enterprise customers.

Here are the basic requirements:

• Bachelor's degree in <strong>Computer Science, Information Technology, Engineering, or a related field</strong>.
• <strong>3–5 years of experience</strong> in platform operations, production support, technical operations, SaaS operations, campaign operations, or a similar role.
• Hands-on experience with <strong>Python and SQL</strong> for automation, data analysis, troubleshooting, or operational tooling.
• Strong understanding of <strong>REST APIs, API troubleshooting, integrations, and system-to-system workflows</strong>.
• Experience with <strong>monitoring/observability tools, ticketing systems, incident management, and production environments</strong>.
• Experience working with <strong>telephony platforms, outbound campaigns, campaign data, CDRs, or contact-center technologies</strong>.
• Strong analytical and troubleshooting skills with the ability to work across multiple systems and stakeholders.

Here's what you will gain from this role:

• Work on an <strong>AI-native, Agentic Operating System</strong> used by enterprises at scale.
• Get hands-on exposure to the operational side of <strong>AI agents, intelligent workflows, enterprise integrations, and automation</strong>.
• Work with large-scale customer and business workflows across <strong>CX, sales, collections, and other enterprise operations</strong>.
• Solve real production problems where <strong>reliability, automation, data, and customer outcomes</strong> come together.
• Collaborate closely with Engineering, Product, CX, Operations, and business teams.
• Build automation and operational solutions that create <strong>measurable impact on efficiency, reliability, and customer experience</strong>.
• Grow in a fast-paced environment at the intersection of <strong>SaaS, AI, automation, and enterprise technology</strong>.

Does this sound like you?

If you enjoy <strong>solving production problems, working with data, automating the repetitive, and making complex enterprise systems run better</strong>, we'd love to hear from you.