Jun 2024 – Present · 1 yr 9 mos

• Collaborating on designing and developing configurable conversational AI agents for customer-facing workflows. Implemented traditional decision-tree-based dialogue management with manual configuration of intent paths, actions, and fallback handling while also contributing to prompt engineering and agent workflow design using LLMs to ensure clarity and task completion across diverse user scenarios.
• Re-architected a high-scale, workflow-based outbound messaging platform for multi-channel communications, emphasising scalable
• design patterns. Integrated bulkhead isolation, asynchronous scheduling, and smart rate limiting ensure robust cross-tenant resource
• management and prevent system outages.
• Optimised system throughput by redesigning code flow and DB interactions via batching, caching, and retry pipelines, enabling safe
• scaling under high load.

Jul 2023 – Jun 2024 · 11 mos

• Created Voice Lite, a lightweight telephony fallback solution built in a separate repository as disaster recovery during voice platform
• outages that reduced downtime impact on customer's critical workflows
• Owned several platform optimisation efforts including building an abstract ES utility for index sharding, tuning Tomcat latency, and
• MongoDB query profiling reducing system latencies

Jun 2021 – Jul 2023 · 2 yrs 1 mo

• Built new integrations module and led implementation for 3rd-party platforms: Jira, Zendesk, Salesforce, Stripe, Freshdesk.
• Created the official Sprinklr-Jira connector, enabling bi-directional communication for tickets and updates.
• Converted an internal guided workflow system into a client-facing self-serve helpdesk, with dynamic screen flows, API hooks, and
• conditional logic nodes.

May 2020 – Jul 2020 · 2 mos · Gurgaon, Haryana

• Ingested high-volume performance logs into Elasticsearch for analytics and automated Excel-based reporting on API bottlenecks and
• costly endpoints providing easily identifiable bottlenecks in the system