Mar 2025 – Present · 1 yr 2 mos

• Built a low-latency, synchronous audio quality-check service (speech-to-text + LLM verification) to validate task adherence and block fraudulent/invalid submissions; benchmarked multiple STT/LLM model combinations (Whisper variants, GPT/Gemini) via accuracy + load testing.
• Implemented a configurable workflow deferral/scheduling feature that allows clients to control when support interactions become actionable, improving flexibility and reducing downstream processing complexity.
• Migrated a high-value merchant Change-of-Ownership support workflow from Salesforce to Uber’s internal case-management system, moving ~10K cases/month and reducing manual agent effort for faster resolution.

Aug 2023 – Mar 2025 · 1 yr 7 mos

• Architected and delivered Uber’s first platformized B2B support integration, enabling partners (Careem, Waymo) to create/update support tickets in Uber’s agent tooling through service APIs (Go, gRPC) which powers ~500K partner support interactions/month and drives ~$200K/month realized cost reduction via workflow automation.
• Implemented event-driven partner notifications by consuming support-ticket update events from Kafka, validating changes and dispatching webhooks with ACK tracking and timer-based retries.
• Re-architected core list API performance by migrating JSON → protobuf and caching protobuf payloads in Redis with hybrid TTL + event-driven invalidation and multi-zone fallback; achieved ~99% cache hit rate and reduced P99 latency by 92–93%, unblocking a major source-of-truth consolidation.

Jan 2023 – Aug 2023 · 7 mos

• Built a Lucene-backed search layer for Uber’s support configuration service, enabling real-time search over arbitrary configuration fields at ~1500 RPS and 99.9% availability.
• Contributed to an approval workflow for configuration edits, improving safety and auditability of production config changes.
• Designed and implemented a storage-format migration for persisted configurations from JSON to JSONPB serialization, improving efficiency in write-heavy paths.