May 2025 – Sep 2025 · 4 mos · Gurugram, Haryana, India · On-site

• Led the distributed architecture refactor of Sprinklr's Automatic Call Distribution (ACD) engine - one of the most critical components of the Sprinklr Service platform:
• Redesigned a legacy leader-slave architecture to a Redis-backed distributed system, with Zookeeper for distributed locking to ensure correctness.
• Eliminated the single point of failure by removing the leader concept, reducing critical service downtimes to zero and drastically improving fault tolerance and high availability.
• Achieved true horizontal scalability in new architecture, resulting in infra cost optimisations and a more reliable system.
• Carefully balanced high availability, reliability, correctness, and speed at the highest scale, through tons of optimisations and custom strategies.

Jul 2023 – May 2025 · 1 yr 10 mos · Gurugram, Haryana, India · On-site

• Worked on improving the performance, observability, and reliability of Sprinklr's ACD:
• Built a custom deep-cloning utility after benchmarking several libraries, delivering 6–8× faster clones with lower CPU.
• Added an outage-simulation interceptor (Elasticsearch/Redis) to measure and shrink blast radius across services.
• Shipped Kafka-based monitoring (real-time metrics + Kibana) for ACD.
• Decoupled a critical workflow from Elasticsearch via async sync + Kafka retries to reduce impact of Elasticsearch issues.
• Also worked alongside the product team to design and build new features:
• Owned the end-to-end development to launch of Assignment Settings, which is a dynamic configuration tool for assignment/voice settings of agents. Later adding scheduling features on top of the same.
• Owned the backend development of Smart Assignment, where we built a scoring and prediction engine to better analyze performance of customer support agents, enabling a more accurate best agent assignment for future support tickets.

Jan 2023 – Jul 2023 · 6 mos · Gurugram, Haryana, India · On-site

May 2022 – Jul 2022 · 2 mos · Gurugram, Haryana, India

• Wrote a service to fetch and analyze historical case routing state of a customer care agent.
• Wrote a utility to automate testing for chatbots across several test cases with different output expectations. Worked with MQTT protocol for communication with the bot.

May 2021 – Jul 2021 · 2 mos · Remote

• Wrote a monitoring engine to monitor mission critical data pipelines helping find points of failure faster and automating retries.
• Wrote the microservice in Typescript and also wrote .NET and Python libraries to integrate with services involved in pipeline. Worked with many AWS services like SQS and S3.