Pratibha Sharma

Director of Engineering

Seattle, Washington, United States10 yrs 3 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Led development of global customer service chatbot at Amazon.
Managed engineering teams to enhance customer support experiences.
Designed scalable systems for ad moderation automation.

Stackforce AI infers this person is a SaaS expert with strong capabilities in software development and customer experience management.

Contact

Skills

Core Skills

Software DevelopmentEngineering ManagementCustomer Experience

Other Skills

JavaJavaScriptData StructuresCustomer SupportChatbot DevelopmentMachine LearningSystem DesignSAP FioriCCore JavaHTMLJSPOracleABAPWeb Design

Experience

10 yrs 3 mos

Total Experience

1 yr 8 mos

Average Tenure

2 yrs 10 mos

Current Experience

Airbnb

Software Engineering Manager

Jun 2023 – Present · 2 yrs 10 mos · Seattle, Washington, United States · On-site

Engineering manager for the Trust Platform team within the Trust & Safety organization of Airbnb.

JavaJavaScriptData StructuresSoftware DevelopmentEngineering Management

Lyft

Engineering Manager

Feb 2022 – Jun 2023 · 1 yr 4 mos · Seattle, Washington, United States

As part of the Customer Care organization at Lyft, we build world-class help experiences for our drivers and riders, and we enable our customer support associates to solve problems efficiently and delightfully.

Customer SupportSoftware DevelopmentCustomer ExperienceEngineering Management

Amazon

2 roles

Software Development Manager

Sep 2019 – Jan 2022 · 2 yrs 4 mos

SDM of Amazon’s global customer service chatbot experience, currently available in US, UK, Germany, Japan, FR, IT and ES with 2M+ weekly visits.
As the manager of Amazon's Chat Bot Team, led a team of engineers to work on the chatbot for customer service. The northstar being to reduce customer effort in resolving issues and lower operational costs for the company.
Through strategic partnerships with Product, Data Science, and Machine Learning teams, we grew the project from a pilot to a fully operational chatbot launched in the United States, United Kingdom, Germany, Japan, and India.
At Amazon, we are committed to being the most customer-centric company on Earth, and the CET team plays a crucial role in achieving that goal. Our team is responsible for creating customer-facing products that enable seamless communication and support between customers and customer service associates, contributing to Amazon's reputation for exceptional customer service.

Chatbot DevelopmentMachine LearningSoftware DevelopmentCustomer Experience

Software Development Manager III

Sep 2019 – Jan 2022 · 2 yrs 4 mos

Amazon web services (aws)

SDE 2 at AWS Supply Chain

Feb 2019 – Aug 2019 · 6 mos · Seattle, Washington

Worked in the core and infra team and led the design and implementation of complex highly available and scalable systems.

System DesignSoftware Development

Amazon

2 roles

SDE 2 at SSPA Ads

Promoted

Mar 2018 – Aug 2018 · 5 mos

Worked on the implementation and design of a highly scalable system for Amazon Ads that automates the moderation process. By utilizing a combination of machine learning models and fraud detection techniques, the system provides advertisers with real-time signals on potential risks and flags during ad creation.
With the goal of reducing ad-related fraud, the system can automatically approve or reject a high volume of ads, thus eliminating the dependency on manual moderation processes. As a result, the system has been instrumental in achieving automation goals and currently supports more than 10 ad programs across over 10 marketplaces.
Today, the system auto-approves millions of ads daily, making a significant contribution to Amazon Ads' ad creation process.

Machine LearningSystem DesignSoftware Development