Sep 2025 – Present · 6 mos

Jun 2023 – Sep 2025 · 2 yrs 3 mos

• 1. Currently leading an initiative to decouple agent state management from agent chat systems into a new system, projected to reduce on-call overhead by 70% and enforce SOP adherence for agents.
• 2. Contributed to Flipkart Minutes by adding new pools of agents based on skill and integrating a product widget in chats, resulting in a 2X increase in agent chat count and improved customer satisfaction.
• 3. Led instrumentation efforts across the agent chat platform, achieving 99%+ accuracy in reported metrics, enabling data-driven decisions for product and analytics teams.
• 4. Onboarded a dedicated agent pool for handling large OBD orders, reducing turnaround time (TAT) from 72 hours to 8 minutes.
• 5. Led the MongoDB deprecation project, deprecating a legacy service to reduce volume of on-call issues by 50%, lower infrastructure costs, and enhance system resilience and debuggability. This included transitioning agent chat messaging flows from asynchronous to synchronous.
• 6. Conducted non-functional requirements (NFRs) and optimizations to scale systems for 5X traffic during Big Billion Days.
• 7. Onboarded and mentored 5 team members to ensure effective knowledge transfer and team growth in managing Agent Chat systems.