Ayush Kumar

Software Engineer

Delhi, India4 yrs 10 mos experience

Highly Stable

Key Highlights

Led projects delivering over $2.3M in savings.
Expert in optimizing customer service workflows.
Strong background in Big Data and distributed systems.

Stackforce AI infers this person is a SaaS expert with a focus on customer service optimization and Big Data technologies.

Contact

Skills

Core Skills

Customer ServiceVoice IdChat SystemsIvrBig Data

Other Skills

ANICredit Card VerificationSMS Self-ServiceChat OptimizationVoice SystemsApache KafkaJavaPush NotificationsBlockchainC++Object-Oriented Programming (OOP)Unit TestingMultithreadingSolidityEthereum

About

I am a Software Development Engineer with 3.5 years of experience building scalable solutions that improve user experience and operational efficiency. At Expedia Group, I’ve led projects like the Vrbo Voice ID rollout and customer service transitions, resulting in significant cost savings and enhanced workflows. I have experience with distributed systems, blockchain, and technologies like IVR, NLU, and LLM.

Experience

4 yrs 10 mos

Total Experience

3 yrs 9 mos

Average Tenure

1 yr 1 mo

Current Experience

Amazon

Software Development Engineer 2

Apr 2025 – Present · 1 yr 1 mo · On-site

Expedia group

3 roles

Software Development Engineer 2

Mar 2024 – Apr 2025 · 1 yr 1 mo · Hybrid

Led Vrbo Voice ID rollout, achieving a 46% identification rate and surpassing the 2024 goal of 30%.
Delivered $1.7M in savings by reducing agent hours (3%) and contact sessions (4.8%).
Enhanced customer authentication with ANI and credit card verification, optimizing workflows for a 96% traveler ID rate.
Spearheaded the transition of customer service from voice to chat, projecting $944,502 in annual cost savings.

Voice IDCustomer ServiceANICredit Card Verification

Software Development Engineer

Jul 2021 – Mar 2024 · 2 yrs 8 mos · Hybrid

Optimized chat and voice channels for Voluntary Air Change flow, resulting in $258K annualized savings and 6.2% decrease in agent contacts.
Delivered $363K in annualized agent savings by transforming IVR for SMS self-service, achieving a 14% AAT reduction and improved self-service efficiency.
Implemented clear messaging for void window timing, ensuring 100% refunds for flight voids, saving $156,851 annually and reducing agent contacts.

IVRSMS Self-ServiceChat OptimizationCustomer Service

Associate Software Development Engineer Intern

May 2020 – Jul 2020 · 2 mos · Gurugram, Haryana, India

Worked with Hotwire, a subsidiary of Expedia Group, specializing in last minute deals (opaque) segment for hotels and cars.
Worked with Customer Engagement Team which is responsible for managing all transactional and promotional email and push notification campaigns for users on Hotwire.
Implemented Push Notification Service that triggers price decrease notification on user's mobile devices when price of the hotel searched today is reduced by at least 5%.
Actively worked on the Big Data stack with Apache Kafka, Apache Storm, Java, Splunk etc.

Big DataApache KafkaJava