Apr 2025 – Present · 11 mos · Noida, Uttar Pradesh, India

• Rolling out multilingual GenAI voice-bot for 50K+ field agents, enabling onboarding, payout, and service query resolution across Indian languages.
• Scaling earlier charters (onboarding, KYC, logistics, compliance) into strategic pillars across new business verticals, automation layers, and regulatory touchpoints.
• Leading device deployment, service, and SIM lifecycle platforms with Airtel, VI, and logistics partners for warehouse, activation, and DoT compliance.
• Building a Pre-Dispatch Inspection service, giving Paytm greater control and visibility into warehouse operations, asset quality, and compliance before shipment.
• Driving international rollout of Paytm’s merchant onboarding and device lifecycle platforms, adapting regulatory and operational workflows for new markets.
• Continuing to play a catalyst role across the merchant platform, ensuring execution velocity and alignment on critical, cross-team initiatives.
• Mentoring senior leads on scaling teams, systems, and platforms.
• AI/Automation Leadership: Driving adoption of speech, orchestration, and LLM frameworks (e.g., Whisper, Google TTS/STT, LangGraph, GPT-4o, OpenAI embeddings, Cohere re-rankers, Bedrock). Applying these to power workflow automation, multimodal assistance, retrieval-augmented guidance, and AI-driven root-cause analysis — reducing manual effort, accelerating compliance, and scaling platform efficiency.

Jul 2024 – Mar 2025 · 8 mos · Noida, Uttar Pradesh, India

• Led KYC remediation post-embargo, building a unified repository with cross-bank visibility for ecosystem-wide transparency.
• Built multilingual GenAI bot integrated with onboarding and agent systems; adopted by 40K+ field executives for real-time guidance.
• Delivered image classification service on AWS Bedrock, reducing QC turnaround from over an hour to minutes, and automated onboarding flows to lower manual dependency.
• Expanded logistics with direct-from-warehouse and hub-based replacement flows; courier-integrated workflows improved merchant serviceability by over 80%.
• Acted as a catalyst across the merchant platform team, reviving and accelerating slow-moving projects into production-ready, scalable systems.
• Scaled onboarding, KYC, and workflow platforms into org-wide enablers for compliance, automation, and resilience.

Apr 2022 – Jun 2024 · 2 yrs 2 mos · Noida, Uttar Pradesh, India

• Owned backend systems for 35K+ Field Service Executives, covering onboarding, tasking, performance tracking, and exit flows.
• Architected Task Management System handling 1Cr+ fortnightly tasks with incentive/skill-based task distribution and real-time reassignment.
• Designed Workflow Engine powering onboarding, compliance, and operational flows; also built Review System with maker-checker flows and audit-ready data and approval handling.
• Delivered Shipment Tracking System integrated with logistics partners for replacements, handovers, and visibility.
• Enhanced 1000+ TPS Central Onboarding Engine and owned External Gateway Service for Airtel, ICICI, and CleverTap integrations.

Dec 2020 – Mar 2022 · 1 yr 3 mos · Noida, Uttar Pradesh, India

• Led sales and onboarding journeys for merchant devices (EDC, Soundbox, App POS, Dynamic QR) across assisted, self-serve, and Paytm Mall channels.
• Scaled Central Onboarding Platform for profiling and identity resolution; built Plan Master Management Service for real-time commercial plan retrieval during devices sales/service & profile enhancement journeys.
• Built Asset Tracking Service managing lifecycle of devices, SIMs, FASTags, QR Stickers/Standees, and merchandising kits — handling 2L+ daily inventory handshakes across sourcing, deployment, and recovery.
• Developed External Gateway Service for Airtel, ICICI, and CleverTap integrations.
• Built in-house CRM and Lead Management Platform for sales and revisit workflows.