Jul 2023 – Mar 2025 · 1 yr 8 mos · Hyderabad, Telangana, India

• + Introduced in-home troubleshooting (IHT) as an alternative resolution for Customer Service Associates (CSAs) handling defective product cases. Prior to this, CSAs could only offer "Free Replacements." The new IHT option allows a free technician visit to address the issue before issuing a replacement.
• + Designed and implemented a replacement concession resolution for UDS (Unified Delivery and Service) orders, where product delivery and service fulfillment occur simultaneously, for both US and EU5 regions. The new Replacement Feature allows Customer Service Agents (CSAs) to create replacement orders with the same shipping option, ensuring that customers receive their orders without disruption to any associated service.
• + Designed and developed a new service contact handling experience for Customer Service Associates (CSAs) as part of a mandatory migration affecting over 1,500 CSAs worldwide. This update supports the management of refund and cancellation operations for heavy/bulky, service, and local-selling orders. Implemented enhanced information display capabilities across 13 marketplaces in North America, Europe, Japan, India, and the Middle East, ensuring compliance with regional operational requirements and the Digital Markets Act regulations.
• + Proactively identified and addressed challenges to drive operational excellence. Led team projects including migrating to JDK 17, setting up alarms, monitors, and dashboards, and integrating automated deployment pipelines with thorough testing. Managed customer escalations and on-call duties, improving software quality and maintenance efficiency.

Aug 2021 – Jul 2023 · 1 yr 11 mos · Hyderabad, Telangana, India

• + Developed and implemented a feature for creating assurance contracts and managing post-purchase claims for upsold warranties on heavy, bulky, and high-value tech products. It enabled customers who initially missed opting into the service to place service orders independently, streamlining the process and improving customer satisfaction.
• + Implemented a standalone page on the Amazon retail website to display service order details. This page consolidates all relevant service order information and facilitates a digital handshake between the customer and technician using a Job Start PIN before any Amazon-managed service begins.
• + Designed a customized experience to enhance the discovery of self-service options—such as checking order status, managing delivery prerequisites, rescheduling or canceling services, and updating delivery instructions—on the Customer Service Landing Page (CSLP) and Channel Selection Page (CSP) of the Amazon retail website. This improvement enabled more customers to resolve their issues independently.

Sep 2020 – Jul 2021 · 10 mos · Gurugram, Haryana, India

• + Designed and developed a Delivery Partner App customised for the Thailand market, optimising driver allocation using geospatial data analysis.
• + Managed AWS infrastructure setup and evaluated various datastores for efficient storage and retrieval of geospatial information.
• + Implemented a robust solution for reconciling daily financial transactions, ensuring accuracy and consistency across systems.
• + Engineered scheduled job workflows to update rider fees and designed a performance-based incentive framework.

May 2019 – Jul 2019 · 2 mos · Hyderabad, Telangana, India · On-site

• + Worked on building highly available applications. Primarily focussing on acknowledgement and session behaviour in an ActiveMQ based application and thereby ensuring that the application is active-active.
• + Analysed the health status of the application and availability using custom Datadog dashboard.