Deepak Kumar

Engineering Manager

Noida, Uttar Pradesh, India14 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in IVR and CCaaS technologies
Proven leadership in high-stakes environments
Strong background in scalable application development

Stackforce AI infers this person is a SaaS architect with deep expertise in IVR and telephony systems.

Contact

Skills

Core Skills

Contact Center As A Service (ccaas)Team ManagementDialog FlowProduct DevelopmentInteractive Voice Response (ivr)Software Development Life Cycle (sdlc)Voice Over Ip (voip)C++

Other Skills

WebrtcText-to-SpeechEvent Driven ProgrammingVersion ManagementTech LeaderSprint PlanningTeam BuildingEngineeringSpeech RecognitionTeam LeadershipVersion ControlCTIProject ManagementDistributed SystemsProblem Solving

About

Deep expertise in CCaaS ,CTI , IVR, WebRTC and Dialog-flow, combined with hands-on experience transitioning from hardcoded systems to scalable, production-grade applications. Supported by a reputation for resilience and calm leadership in high-stakes environments, this enables me to lead technically complex, customer-facing solutions that deliver consistent performance and business impact.

Experience

14 yrs 9 mos

Total Experience

4 yrs 11 mos

Average Tenure

13 yrs 4 mos

Current Experience

3clogic

5 roles

Engineering Manager

Promoted

Apr 2022 – Present · 4 yrs 1 mo

Managed and mentored a team of Senior Engineers and Architects in designing and delivering a scalable Contact Center Telephony Interface (CTI) leveraging modern distributed systems. Oversaw the adoption of key technologies including AWS WebSocket Gateway for real-time communication, REST APIs for service integration, Redis and DynamoDB for high-performance storage and caching, and Apache Kafka for event streaming. Promoted best practices in version control and collaboration using Git, and enabled real-time client updates via Server-Sent Events (SSE).
Led a Proof of Concept (PoC) project to develop a GDF BOT Connector and ServiceNow Virtual Agent (VA) Connector Application, delivering the solution to the Professional Services team for integration with real-world customer scenarios. Both projects leveraged Google Speech-to-Text (STT), Text-to-Speech (TTS), and real-time media streaming to enable seamless voice-driven interactions.

Team ManagementWebrtcText-to-SpeechProduct DevelopmentEvent Driven ProgrammingContact Center as a Service (CCaaS)+17

Principal Engineer

Promoted

Apr 2018 – May 2022 · 4 yrs 1 mo

Served as the Lead Architect for a mission-critical IVR application, successfully delivering it to market where it continues to operate and generate revenue. Concurrently worked on the modernization of the underlying telephony system by transitioning from a monolithic architecture to a scalable, microservices-based environment, positioning the platform for future growth and innovation.

WebrtcDialog FlowContact Center as a Service (CCaaS)TTSGo (Programming Language)Tech Leader+8

Module Lead

Promoted

Jan 2017 – Apr 2018 · 1 yr 3 mos

Worked on the IVR application development project, including SIPML integration with the CTI platform and customization of PJSIP modules. Played a hands-on role across the entire project lifecycle—from initial development to troubleshooting—proactively identifying and resolving customer issues with long-term, maintainable solutions.

WebrtcSoftware Development Life Cycle (SDLC)Interactive Voice Response (IVR)CTeam LeadershipVoIP protocols SIP+2