Jan 2023 – Oct 2025 · 2 yrs 9 mos · On-site

• Led multiple strategic initiatives focused on both cost optimization and customer experience enhancement. By introducing innovative infrastructure strategies, I successfully reduced expenses while maintaining high performance across our platforms. I took ownership of the major Lobs in Go-MMT and post-sales workflows, driving automation, scalability, and engineering excellence in these areas.
• Key Initiatives & Achievements
• Conceptualized & Architected the new Business Services tech stack—from design to code reviews—ensuring zero code smells and duplicate-free repositories.
• Conceptualized & Architected the new Backend For Front End tech stack—from design to code reviews—ensuring zero code smells and duplicate-free repositories.
• Architected the next-gen Post Sales Service tech stack, enabling any post-sales operation across lines of business to be orchestrated efficiently on a unified post-sales engine.
• Led telephony upgrades and development, paving the way for next-generation Generative AI platforms.
• Played a pivotal role in HLD (High-Level Design) discussions for numerous projects, while conducting hands-on code reviews to maintain top-tier code quality and stay aligned with the development teams.
• Implemented operational efficiencies by reducing manual interventions and establishing scalable, automated solutions, directly impacting productivity and delivery timelines.
• Oversaw architecture design to ensure robust, high-performance systems in sync with organizational goals.
• Steered cross-functional teams, managing end-to-end release deliverables and mentoring team members to cultivate professional growth and expertise.
• I’m passionate about driving innovation, maintaining engineering excellence, and leading teams toward transformative results that align with both customer and business objectives.

Oct 2020 – Dec 2022 · 2 yrs 2 mos · On-site

• Led multiple cross-functional teams to deliver high-impact, customer-centric solutions in the post-sales ecosystem—spanning self-service platforms (App, M-Site, Website), CRM applications, and operational excellence initiatives.
• Key Technical Initiatives & Achievements
• Microservices-Based Self-Service Platform
• Built a booking details, cancellation, and refund tracking system that significantly reduced agent dependency and enhanced API performance.
• Developed automated workflows leveraging Java, Spring Boot, Kafka, and MySQL to handle complex exceptions in cancellation flows.
• AI-Driven CRM Optimization
• Implemented a rule engine to allocate customer support tickets dynamically based on travel windows, leading to faster response times and streamlined operations.
• Utilized Kafka’s exactly-once semantics and Elasticsearch to ensure consistent, real-time customer updates and maintain data integrity across workflows.
• Workflow Automation & Operational Excellence
• Designed and integrated a Workflow Manager to give Product/Ops teams the ability to create and visualize processes, improving agent efficiency and reducing manual overhead.
• Leadership & Team Management
• Mentored multiple PODs (across Hotels,Flights, Growth,GT and other LOBs), focusing on talent development, end-to-end ownership, and quality deliverables.
• Actively drove organizational decisions around project planning, people processes, and performance management, ensuring the right balance of technical innovation and resource alignment.
• Fostered a culture of operational excellence by championing code reviews, low-level design (LLD), logging/monitoring improvements, and cross-team collaboration.
• Impact on Customer Experience
• Enhanced MyDesk CRM (MakeMyTrip’s in-house platform) by improving ticket handling and reducing resolution times through real-time data and optimized querying of customer journeys.
• Revamped IVR, VoIP, and other communication channels to improve customer connectivity and overall satisfaction.

Oct 2019 – Sep 2020 · 11 mos · On-site

• Lead the consolidation of MakeMyTrip and Goibibo’s post-sales operations, delivering a unified, efficient customer experience across both platforms. My work streamlines critical workflows—such as loyalty program integrations, MyTrips displays, and booking management—while accommodating platform-specific nuances. By standardizing these processes, I’ve helped ensure scalability, consistency, and customer satisfaction for more than 2 lakh daily customers.
• A key part of my role involves designing and implementing highly scalable system architectures using Java, ReactJS, Akka, Spring Boot, and various AWS services. I pioneered Myra, our AI-driven chatbot platform capable of resolving 70% of customer queries with high CSAT scores—on par with human agents. This technology underpins our multi-channel contact solutions (e.g., WhatsApp, IVR, web, and app chat), reducing customer wait times and improving agent productivity by 2X.
• I also led the development of My Desk, an all-in-one in-house CRM, ERP, and BPM platform integrated with a custom telephony solution (CTI). Built entirely with Java, React, and Groovy, My Desk eliminates reliance on third-party CRM tools, cuts licensing costs, and improves customer query resolution times. Additionally, I’ve reengineered key self-service flows—such as web check-in, ancillary management, and automated claim handling—that reduce customer contacts and mitigate fraudulent claims.
• My commitment to 99.99% uptime, sub-100ms latencies, and agile/TDD practices ensures that our microservices ecosystem is robust, resilient, and primed for global expansion. Whether optimizing order summaries with distributed caching or orchestrating large-scale event scheduling with Cronus, my focus remains on continuous innovation, operational excellence, and a top-tier user experience. Through these initiatives, I’ve delivered a 20% reduction in contact volume, boosted CSAT by 1.5X, and helped MakeMyTrip & Goibibo expand seamlessly into new markets.

Apr 2018 – Sep 2019 · 1 yr 5 mos · On-site

• I led the complete overhaul of MakeMyTrip’s Contact Center Application Suite—including IVR and CRM—to dramatically improve both customer experience and operational efficiency. By collaborating with cross-functional teams, I introduced self-service solutions (such as Myra Chatbot and automated workflows) that now handle nearly 70% of all incoming queries without compromising CSAT scores.
• Key Achievements & Responsibilities
• Contact Center Revamp: Rewrote the IVR application (using Neo4j for rules management, Consul for configuration, and Redis for session handling) and integrated an in-house CRM tool with Avaya for soft telephony.
• Conversations Platform: Architected and deployed Myra (Chatbot) plus human chat functionality across Android, iOS, PWA, and Desktop, enabling seamless omnichannel experiences.
• MyTrips & Post-Sales Ownership: As the technical lead, I revamped MyTrips on React.js and migrated the Android funnel to React Native, thus unifying the codebase and reducing time to market. I also developed new frameworks using CouchDB, Redis, and MySQL to optimize response times and manage user sessions.
• Automation & Scalability: Implemented a WhatsApp Chatbot (NLP-driven) for support and designed a new scheduling system with Cassandra, Akka, and Kafka, replacing traditional cron jobs.
• Refunds & Ancillaries: Automated key workflows (instant refunds, partial sector cancellations, and wire transfer retries) and built microservice-based solutions for flight ancillaries, seat selection, baggage, and multilingual offerings (Hindi, Arabic).
• Customer Satisfaction Boost: Launched MMTPromise—an initiative paying customers for delays in issue resolution—leading to a 10-point improvement in support NPS.
• My role included architecting new services, optimizing existing platforms, and mentoring cross-functional teams to ensure scalability and robust customer engagement at every stage of the travel journey.

Apr 2016 – Mar 2018 · 1 yr 11 mos · On-site

• Post-Sales Backend Rewrite
• Objective: Overhauled the core post-sales backend system to handle increased scale (over 120K orders/day and 800K+ communications across SMS, email, WhatsApp, and notifications).
• Tech Stack: Java, Dropwizard (REST Services), Couchbase (caching), RabbitMQ (messaging), Kafka & Avro (logging), MySQL (transaction management), MyBatis (data mapping).
• Impact: Improved reliability, reduced system complexity, and enabled faster vendor payments and reconciliation.
• MIMA Revamp (MyAccount/MyItinerary)
• Objective: Rewrote the MyAccount/MyItinerary desktop modules in Java for higher scalability, applying the Bulkhead pattern to ensure resilience under heavy load.
• Tech Stack: Java, Spring Boot, Hystrix, Angular 2, REST.
• Outcome: Achieved robust performance, better user experience, and easier maintenance.
• Midoffice Revamp
• Objective: Migrated the entire post-sales system to Java and Angular 2 while moving databases to Couchbase/MySQL. Ensured backward compatibility by syncing updates with the legacy SQL Server.
• Tech Stack: Dropwizard, Guice, iBatis/MyBatis, MySQL, Couchbase, RabbitMQ, SQL Server, REST, Angular 2.
• Result: Streamlined data flow between systems and laid groundwork for future scalability and modularity.
• MyPromise
• Objective: Implemented a tracking system for turnaround times on customer requests, offering wallet compensation if a request exceeds its resolution window.
• Tech Stack: Spring Boot, Drools, Couchbase, MySQL, REST.
• Benefit: Elevated customer satisfaction and trust by providing transparent, time-bound resolutions.
• Through these projects, I honed my expertise in scalable system architecture, API integration, and automation—driving tangible improvements in operational efficiency and customer satisfaction.

Jul 2014 – Mar 2016 · 1 yr 8 mos · On-site

• Modernized critical post-sales platforms by migrating legacy APIs to a RESTful .NET microservices architecture and creating a robust SQL Server data layer in C#. Drawing upon .NET MVC and ASP.NET principles, I developed a new landing page from scratch and implemented pivotal features for Flights, Hotels, and B2B services. My responsibilities spanned:
• Designing and delivering key LOB projects, such as partial/full booking cancellations, partial sector cancellations, and date-change workflows
• Building the My Account user management module to enhance account-related functionalities
• Migrating legacy NAVISION CAL code and SQL stored procedures into a .NET C# services architecture
• Collaborating with cross-functional teams to translate complex business requirements into scalable .NET services and ensure smooth day-to-day operations
• Through these initiatives, I helped increase platform stability, enhance customer experiences, and streamline development for MakeMyTrip’s post-sales ecosystem.