Oct 2021 – Dec 2024 · 3 yrs 2 mos

• Leading large engineering team of managers and staff engineers that builds the Supervisor experience in the Customer Obsession org.
• Core focus areas:
• 1. AI-powered omni-channel routing: Matches incoming contacts/issues to the right agent for effective issue resolution while maintaining high agent occupancy.
• 2. Proactive support: A customer service strategy that anticipates and addresses customer needs before they arise. It’s a game changer for delivering a magical user experience.
• 3. Datashield: This team builds tools and technologies to anticipate and prevent internal and external security threats, creating the most secure customer engagement platform.
• 4. CO Insights: Processes billions of events to provide actionable insights for business stakeholders and product managers. Goal is to utilize data from support interactions to reduce product defects and fixing broken support experiences.

Mar 2021 – Oct 2021 · 7 mos

• Evangelized and Ideated the Proactive customer support platform. Mentored and Grew multiple junior engineers to next level and helped building an awesome team.

Aug 2018 – Mar 2021 · 2 yrs 7 mos

Oct 2016 – Aug 2018 · 1 yr 10 mos · Bengaluru Area, India

May 2014 – Oct 2016 · 2 yrs 5 mos · New Delhi Area, India

• Built big data platform which handled ~1000 distinct events, 100+ daily jobs, 2+TBs of compressed data hosted on~20 node cluster.
• Built a unified customer view by collating all the user data and to build, run and maintain the business specific targeted audience to run initiatives like customer promotion, discounts, emails etc.
• Built Centralized Real-time monitoring for monitoring, alerting and analytics of services. Easy to integrate, whether the application is Java-based or a shell script or anything else. Could scale to capture and process millions of events per minute.
• Built time machine to monitor the various state of product creation in real time. The salient features were to support more than 40 million events per hour, easily queryable , business logic on top to summarise the outcome of the update, list errors during etc.
• Built Publisher system to update various services in case of update or creation of products. Workflow was maintained through xml and addition of new channels could be achieved only by configuration. This application was required to be scalable at 50 million updated per hour

Dec 2013 – Apr 2014 · 4 mos · New Delhi Area, India

• Maintained and developed multiple features in Content Mangement system which was A 24x7 high performance multitier system for very high data rate environment to aggregate millions of feeds from vendor, identify unique products to update and create, while simultaneously getting feed in order to maintain a valid business workflow.

Jan 2012 – Dec 2013 · 1 yr 11 mos

• I worked on designing and coding critical components across various projects under the casino vertical. Work on various games with new features with their mathematical formulation and common functionalities which can be used across different games.

Jun 2010 – Jan 2012 · 1 yr 7 mos

• I was responsible for designing and development of casino games's back end and its mathematical implementation.