Jul 2021 – May 2024 · 2 yrs 10 mos

• Contacto - Omnichannel customer service platform with call, chat, WhatsApp, SMS support. Businesses can service their customers effortlessly using the customizable workflow builder.
• Took ownership of architecting and designing the backend services of the product.
• Managing a pod of 8 engineers that focus on stability, reliability and scalability of systems.
• Set up a data pipeline that efficiently transforms data from PostgreSQL to ClickHouse data
• warehouse in near real time to support various reporting requirements.
• Implemented a platform that enables 80% faster onboarding of third-party systems like CRM,
• helpdesk and order management systems into Contacto workflows.
• Implemented functionality for the team’s supervisor to monitor or coach the agent in real time
• during a conversation with the customer.
• Designed a conversation system to power omnichannel communication and transfer use cases.
• Effectively managing the cloud infrastructure focusing on cost, security and compliance.
• Implemented chatbot capability that handles customer queries based on the knowledge base’s
• content using the retrieval-augmented generation (RAG) technique.

Feb 2019 – Jun 2021 · 2 yrs 4 mos

• Zentrunk - A SIP trunking service distributed across 6 regions in 5 continents.
• Architected and designed Zentrunk focusing on low latency, high availability and high throughput.
• Lead engineer responsible for tech explorations and decision making related to engineering.
• Implemented domestic call routing that reduced cost by 50% and increased call quality by 25%.
• Identified limitations in the architecture and proposed various actionable steps to scale the
• product to serve 1000 calls per second and achieve an uptime of 99.99%.
• Mentored 4 engineers and guided them to grow their technical skills.
• Implemented the longest prefix match based rating service that had a p99 response time of 5ms.
• Implemented a critical coordinator service that acts as a gateway between voice and non-voice
• components with a high availability of 99.99% uptime.
• Account Service - Customer account operations and authentication service.
• Owned the authentication service that processes around 1500 requests per second during peak
• traffic with a p99 response time of below 10ms.
• Increased resiliency to ensure 99.99% uptime with multi-region setup and automatic failovers.

Sep 2016 – Jan 2019 · 2 yrs 4 mos

• PlivoCloud - Interface for customers to manage their Plivo account & API integrations.
• Implemented various features - fraud reduction, payment gateway integrations, single sign-on for
• internal portals.
• Proposed an architecture to migrate plivocloud to micro-services with dedicated voice, SMS,
• phone number, account and payment services.

Feb 2014 – Jul 2016 · 2 yrs 5 mos · Bengaluru Area, India

• Jnaapti is an EdTech startup that provides custom learning solutions and training processes to suit learner needs.
• Virtual coach - Self-paced customisable learning tool, featuring ubuntu based lab that enables the learners to experiment/learn over 20+ technologies.
• Responsible for leading and decision making related to engineering.
• Designed and implemented a review automation engine that optimized the coach’s time up to
• 40% by running automated tests against the learner’s solution.
• Implemented an interactive dashboard for coaches that gave insights into learner’s performance.
• Mentored a team of 2 engineers to implement a web based personal wiki management tool.
• Implemented various reusable UI components using ReactJS that help reduce development time
• for new pages.
• Reviewed and coached people with various experience levels on “virtual coach”.

Jul 2011 – Feb 2014 · 2 yrs 7 mos · Bangalore

• Infosys is an NYSE listed global consulting and IT services company.
• Contributed to implementing a tool for configuring aeroplanes for the client.
• Implemented and tested various feature requests from the client.