SHALINI GURRAM

Software Engineer

Sullurpeta, Andhra Pradesh, India5 yrs 8 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Spearheaded AI workflows reducing resolution time by 57%.
Enhanced customer satisfaction by implementing AI-driven solutions.
Strong foundation in technical troubleshooting and product development.

Stackforce AI infers this person is a SaaS-focused Technical Engineer with a strong emphasis on product management and user experience.

Contact

Skills

Core Skills

Product ManagementNatural Language ProcessingTechnical Assistance

Other Skills

ChatbotsGenerative AICustomer SatisfactionAI SolutionsOperational EfficiencySecurity Assertion Markup Language (SAML)Apache KafkaPresentation SkillsCommunicationVolunteeringMachine LearningLarge Language Models (LLM)Natural Language Processing (NLP)DocumentationProduct Requirements

About

As a Senior Technical Engineer with 2+ years of experience, I’ve worked at the intersection of customer experience and technical solutions. My role has consistently exposed me to real user pain points, fueling my passion for product development that solves real-world problems. With a strong foundation in technical troubleshooting, client communication, and cross-functional collaboration, I bring valuable user insights into the product conversation. I’m actively growing my skills in product strategy, agile methodology, and roadmap planning. Currently exploring opportunities in Product Management where I can combine my technical background and user empathy to build impactful, scalable solutions.

Experience

5 yrs 8 mos

Total Experience

2 yrs 10 mos

Average Tenure

2 yrs 11 mos

Current Experience

Sprinklr

2 roles

Senior Technical Engineer

Promoted

May 2025 – Present · 1 yr 1 mo

Spearheaded development and optimization of Conversational AI workflows using NLP and Generative AI (NER, BERT, GPT-4.0), reducing resolution time by 57% and boosting CSAT by 10%.
Designed and implemented guided workflows and AI-driven solutions (Sprinklr AI+) to streamline agent-customer interactions, significantly enhancing operational efficiency for global support teams.
Conducted A/B testing and performance analysis to continually refine conversational flows, improve intent recognition, and ensure response accuracy.
Identified recurring pain points, reducing ticket volume by 10% by recommending proactive product changes
Created support documentation and feature walkthroughs to enhance customer onboarding

Technical AssistanceChatbotsProduct ManagementNatural Language Processing