Oct 2022 – Oct 2023 · 1 yr

• 📍 Project Iota – Field Execution Infra
• Embedded directly with Market Managers across multiple cities — posed as one of them to understand:
• → Workflow bottlenecks
• → Repeated hacks
• → Behavioral edge cases and incentive gaming
• 🛠️ Built two foundational systems:
• 🗺️ Beat Framework: territory assignment, geo-tracked logins/logoffs
• 📌 Task Framework: goal-driven prompts, offline caching, and integration-ready structure
• Designed backend and mobile architecture for low-connectivity ops, fast retries, and multi-region scale
• → Tools became the default for market expansion and agent accountability
• 📚 Catalog Platform – Quality Bridge in Re-Arch
• Embedded into senior Catalog re-architecture group (Principal Architect, GM, senior SDE3s)
• Owned “Quality of Catalog” charter during the transition from legacy to new platform
• → Focused on classification, SKU grouping, vendor override patterns, and taxonomy consistency
• Acted as translator between product, ops, and new infra
• → Ensured new platform met real-world data expectations
• → Prevented silent breaks across pricing, search, and inventory tools
• 👥 Execution Scope
• Operated as founding engineer for Market Ops stack — with direct trust from field leadership
• Prioritized delivery speed, platform cleanliness, and resilience in messy real-world contexts
• Balanced zero-to-one engineering with long-term maintainability patterns
• 🧰 Stack: Node.js, Golang, Redis, PostgreSQL, Android clients, internal orchestration tools
• 📈 Impact: Enabled scalable field ops for offline GTM expansion; ensured catalog data quality survived platform overhaul without regressions

Jan 2022 – Oct 2023 · 1 yr 9 mos

• 💬 Assist Platform (Essentials Vertical)
• 🧠 Operated as Lead Product Engineer (SDE-IV) on Assist v2 — powering chat, voice, ticketing, and resolution flows for 400+ agents
• Scoped and shipped a redesigned agent dashboard focused on speed, context, and resolution flow
• → Unified chat/call/ticket surfaces → Cut agent cognitive load
• → Reduced bounce rate on issue raise flows, improved AHT consistency
• Owned Assist for Essentials (Food, FMCG, Medicine) verticals (~90% of business revenue)
• Mentored SDE-III handling Non-Essentials, ensured tooling reuse + convergence across verticals
• ☎️ Telephony Re-Architecture
• Partnered with Ziyad (remote SIP architect) to rewrite udaan’s Telephony stack
• → Migrated from Twilio to a modular, in-house SIP-based system
• → Focused on stateless architecture, call traceability, and failure recovery
• → Achieved ~85% infra cost reduction, increased call success rate to ~99%
• Owned high-level product-architecture bridge: agent feedback → call flows → system re-design
• → Made call context + failure explainability part of Assist UI
• → Gave CX leaders visibility into where resolution broke down (and why)
• 👥 People & Trust Scope
• Led pod execution post-layoff — with only senior engineers retained
• Mentored directly toward platform independence (Gautam → SDE-IV track)
• Trusted to converge Assist v2 across verticals, align category PMs, and handle delivery from ground up
• 🧰 Stack: Node.js, Golang, SIP/Asterisk, Kafka, Redis, internal orchestration
• 📈 Impact: Unified Assist platform org-wide, rewrote telephony for long-term control + cost efficiency, rebuilt core CX systems with minimal headcount

Jan 2020 – Dec 2022 · 2 yrs 11 mos

• 🧱 Platform Systems Built
• 🧩 Designed and shipped udaan’s Discovery Platform from scratch
• → Replaced static layouts with real-time merchandising infrastructure
• → Enabled non-tech teams to launch personalized storefronts in minutes using:
• Tile Builder
• Page Builder
• Campaign Scheduler
• → Became the default interface for all homepage, seasonal, and vertical-led campaigns
• 🛍️ Led platform work on udaan Studio
• → Built for seasonal brands (Adidas, Puma, Reebok) to run range-based pre-sales
• → Supported pre-orders, long-tail inventory discovery, and buyer-side planning
• ⚡ Architected backend for Quick Commerce (Fresh/FMCG)
• → Focused on regional personalization, availability-aware browsing, and bundling logic
• → Handled catalog overrides, pricing tiers, and GTM-aware discovery flows
• 👥 Team & Execution Ownership
• 👨‍👩‍👧‍👦 Led a cross-functional pod of engineers and designer(s); owned roadmap + delivery
• 🧠 Mentored engineers who later led org-critical systems (Search, Payments, Coupons, Onboarding)
• 🔄 Designed for internal reuse and experimentation: infra served Ops, Merch, Category, and Studio teams
• 📦 Created platform artifacts that became standard:
• Dynamic layout engines
• Real-time campaign rendering
• Multi-vertical content targeting
• 🧠 Org-Level Influence
• 🏗️ Operated as a Staff-level IC + EM hybrid, focused on platform leverage
• 🤝 Embedded with stakeholders across merchandising, ops, and product — shaped roadmap from ground-level ops feedback
• 🪴 Trusted by Head of Engineering to scale internal tooling across categories while keeping infra cost sustainable
• 🧰 Stack: Node.js, React (internal), Redis, Solr, internal CMS + campaign engines
• 📈 Impact: Reduced campaign iteration from days → minutes, improved discovery-led conversion, and laid the foundation for Assist 2.0 personalization

Jan 2018 – Oct 2020 · 2 yrs 9 mos

• 🛠️ Systems Designed & Owned
• ☎️ Built udaan’s first in-house Telephony stack
• → Replaced Twilio/Exotel with SIP-based infra
• → Cut costs by ~80%, improved call reliability to >98%, and enabled full call traceability
• 🧩 Architected Assist v1 primitives: ticketing, chat, IVR routing, agent skill trees
• → Enabled 400+ agents to operate with contextual resolution flows and in-dashboard actions
• ⚡ Designed fast, agent-focused workflows
• → Unified chat/call UI, AHT-reducing raise/resolve actions, and cross-channel continuity
• → Improved Average Handle Time (AHT) by ~20% and increased agent utilization
• 📉 De-risked org-wide support dependency on vendors
• → Migrated from Freshdesk + Exotel to internal tooling stack in under 12 months
• 📊 Built observability dashboards for SLA tracking, agent throughput, and call failure rates
• → Gave ops full visibility + tunability without engineering intervention
• 🧠 Strategic Ownership
• 🤝 Worked across Product, Ops, and Infra to align latency, cost, and scale tradeoffs
• 🏗️ Defined core patterns for how udaan scaled CX across verticals (grocery, pharma, lifestyle)
• 🪜 Laid groundwork for future personalization, campaign-led CX, and self-serve resolution
• 🧰 Stack: SIP/Asterisk, Node.js, WebRTC, MySQL, Redis, Kafka, Freshdesk APIs
• 📈 Impact: Built systems powering CS during udaan’s hypergrowth — when support was a core revenue lever

Jun 2017 – Aug 2017 · 2 mos · Bengaluru Area, India

• > Worked with SpiceJet to development E2E SpiceJet App for Airplane Cockpit in Xamarin.Forms and Azure
• > Maintained a team of 4 developers as the Scrum Master

Jun 2016 – Jul 2016 · 1 mo · New Delhi Area, India

• -> Analysing Sentiment Patterns on Texts using IBM Watson Engine