Jul 2022 – Aug 2025 · 3 yrs 1 mo · Greater Seattle Area

• Built and led a high-performing, cross-functional group supporting 40M+ annual support calls across Square, Cash App, and Afterpay. Over the past 3 years, I’ve grown the team balancing scale with cost-efficiency, and delivering impactful systems spanning AI-powered call routing, virtual agents, real-time customer data delivery, and unified communication tools.
• AI-Powered Call Routing: Led the development of an intent-based routing system using AWS Lex and ML, improving call resolution speed and saving millions of dollars through secure self-service automation and virtual agents.
• Agent Workspace for Sales: Launched a personalized communication platform for a few thousand Sales/Account Managers - handling half a billion dollars in revenue - integrating phone, SMS, Salesforce, real-time notifications, and GenAI-powered productivity tools.
• Real-Time Data Pipelines: Architected a Kafka-streamed system that reduced customer identification time from 10s of seconds to milliseconds by shifting to an event-driven, cached data layer.
• Infrastructure Modernization: Drove reliability and agility via AWS migrations and CI/CD for Lambda-based apps, ensuring scalable backend services.
• Operational Tools: Delivered a centralized WFM tool for monitoring multi-channel queue health and response times.
• I’m passionate about technical strategy, mentorship, and building systems that blend AI, real-time data, and intuitive UX to improve customer and agent experience at scale.

Feb 2022 – Jun 2022 · 4 mos · Greater Seattle Area

• o Leading the Contact Engineering team inside Foundational Engineering at Block that caters to building the customer support experience and infrastructure to connect the phone callers to the right customer support representatives on AWS Amazon Connect platform.
• o Responsible for onboarding new backend services - a soft phone app for advocates, a service for routing and data collection engine for calls, a serverless app to manage and block/unblock robo and abusive callers according to compliance policies.

Mar 2020 – Feb 2022 · 1 yr 11 mos · Greater Seattle Area

• Core Workflows Services in Core Infrastructure
• o As Part of the Core Workflow Services (CWS) team in Core Systems at Facebook Infrastructure that runs 1 Billion+ backend workflows/day on 1000+ machines and 5000 Mqsql shards foe customers teams like Dev Infra, Data center Infra, Code deployment, Tupperware (FB’s version of AWS EC2) and Smart Deploy (FB’s AWS API Gateway).
• o Owner of the CWS framework clients which are thick client libraries to support continuous callbacks, polling, custom code execution, and caching. Added support for Rust library to use FFI with C++ using Rust crate – Cxx.rs.
• o Introduced features like effective customer rate limiting with cost calculations per API, per service and per account for debuggability and insights across 5 microservices in CWS.

Sep 2015 – Mar 2020 · 4 yrs 6 mos · Greater Seattle Area

• AWS IoT Device Management, Seattle
• o https://aws.amazon.com/iot-device-management/ is a managed service that lets customers securely onboard, organize, monitor, and remotely manage your IoT devices at scale throughout their lifecycle.
• o Developed the entire product’s lifecycle Over The Air updates (OTA) system that orchestrates updates to thousands of devices and maintains the status of the updates to reflect it back to the customer.
• o Envisioned a new service for Application Version Management over the previous OTA service that eases customers’ responsibility of tracking version on each device. The customers would roll out a new version and the service would cater to deploying it to all version eligible devices.
• o Developed a new streaming service that lets customers remotely ssh into an IoT device securely. Built the entire message communication protocol between devices and the IoT cloud. Built the AWS console for this service as well.
• o Responsibilities included envisioning new ideas, service design, implementation, ensuring backward compatibility, working on team dependencies across IoT, integration testing, continuous deployment, dashboarding, alarms, public documentation, aws public blog, console development, security reviews, pen testing.
• o Closely worked on AWS ecosystem to solve challenging distributed computing problems at scale involving tens of thousands of devices with first-hand experience in various AWS technologies and focus on incessantly high software quality and operational excellence to support IoT on public cloud throughout the world and expanding the regional footprint to 22 AWS regions.
• AFT FaaST Insights, Hyderabad
• o Working on a new platform for Amazon Fulfillment Technologies (AFT) known as FaaST (Fulfillment as a service technology) which aims at launching an Amazon warehouse (with Amazon's highly scalable software support) within minutes - anywhere on the globe - be it a shop, garage, truck or any big warehouse as well.

Jul 2014 – Sep 2015 · 1 yr 2 mos · Hyderabad Area, India

• o Built as a platform over unix crontab, batch system is a critical software in the firm to install, run, and monitor (via UI) - scheduled jobs, user specific commands and scripts.
• o Handles a load of around 75K job processes per day running jobs on local & cluster nodes.
• o Primary responsibilities included developing data loader scripts to transfer historical data from file to database, aid in development of Persistence APIs to store data in SQL Server DB, evaluating performing of data rendering on UI through tools like TreeGrid. Addition of extensive unit and integration tests.

Jun 2012 – Jul 2012 · 1 mo · New Delhi Area, India

• Worked as an intern in a US based startup which builds apps for mobile multi player gaming.
• Involved in android development for building a fun with words app by the name of "Unscramble this!"
• https://play.google.com/store/apps/details?id=com.applimobile.unscramble&hl=en

May 2012 – Dec 2012 · 7 mos

• o Naughts & Crosses App:
•  Explored the SDL Library and analyzed algorithms for Naughts & Crosses app for HP-WebOS.
•  Employed mechanism to allow Man Vs Machine and Man Vs Man play.
• o Arithmetic Challenge App :
•  Designed a 60-second-basic-arithmetic-problems app for HP-WebOS.
•  Code was deployed in C using SDL Library for handling mouse and keyboard events.
•  Developed graphics designs for the app using Photoshop CS4.

Dec 2011 – Jan 2012 · 1 mo

• Developed Parsing, categorizing of emails in PERL as cgi scripts using MYSQL as DB. Dynamic collection of
• mails from mail server was employed. Categorizes such as e-bills, groups, social network were implemented.