Process Excellence - Team Lead - UPI CST

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: 

CST-centric verticals, working closely with the Customer Service Team to enable seamless support experiences. The team focuses on CST enablement, efficiency improvement, and driving support-led innovation across Paytm’s ecosystem.

About the Role: 

We are seeking an experienced Team Lead to drive process excellence and workflow automation within our Customer Service Team (CST) domain. The ideal candidate will lead a High-Performance Team (HPT) to optimize AI-driven customer support chatbots, manage dynamic prompt engineering, and ensure seamless API integrations. You will leverage Lean Six Sigma methodologies to enhance quality, reduce defects, and improve overall customer experience through automation.

1. AI & Prompt Engineering Leadership: Lead the design, management, and enhancement of dynamic prompts for fully AI-based chatbots using JINJAVA/JINJA2 templates.

2. Workflow Automation: Oversee the creation and optimization of CST workflows and agent SOPs, utilizing AI tools and platforms like Devrev. 

3. Quality & Process Improvement: Apply Lean Six Sigma tools and principles to analyze chatbot performance, identify outliers, and drive continuous quality improvement in bot outputs.

4. Cross-Functional Collaboration: Coordinate effectively with Product and Tech teams to introduce new contexts to bots, resolve escalations, and implement feature improvements.

5. Analytics & Debugging: Utilize tools like Grafana and Superset for reporting and analytics, while employing excellent debugging skills to resolve code and logic issues within AI applications.

Must Have: 

Should have good networking capabilities and be willing to travel extensively throughout their specified area. Skilled in coaching and mentoring, a quick learner who grasps and puts into application the new learnt ideas and concepts. 

Superpowers/ Skills that will help you succeed in this role: 

1.⁠ ⁠LLM Experience: Hands-on experience working with LLMs such as Gemini, Llama, and Deepseek.

2. Certification: candidates with Lean Six Sigma Green Belt certification are preferred.

3. Technical Proficiency: Experience with Postman for API testing, JINJA2/JINJAVA, Prompt engineering and JIRA for project management.