Jul 2024 – Oct 2025 · 1 yr 3 mos · Gurugram · On-site

• Led frontend development for a Customer Support SaaS platform in an Agile environment, serving as the primary POC for all UI initiatives. Mentored and managed a team of 4 frontend engineers, fostering skill growth and code quality.
• Collaborated closely with cross-functional teams—product, design, and backend—while driving stakeholder alignment and leading daily Scrum standups. Oversaw successful business integrations with external partners like Blinkit and Hyperpure.
• Designed and developed the Agent Shift Management Suite, enabling real-time tracking of 1,500+ agents’ shift schedules, attendance, break durations, productivity hours and other analytics. Also introduced CRUD functionalities and visualisations to empower team leads and users to manage day-to-day operations efficiently and strategically.
• Led the architecture and development of the Analytics Module, empowering users to build highly customizable dashboards using a no-code Chart Builder UI. Also added support for complex features like deep drill-down insights, chart exports, and dashboard layout editing with resizable tiles. Built end-to-end integration with ClickHouse for event-driven analytics ingestion and frontend data consumption.
• Developed the frontend interface for the Email Ticketing AI Bot, enabling users to build AI-powered ticketing flows using AI Agents (classifiers and generators) in chainable steps. Currently handles 35,000+ tickets daily, significantly improving response automation, filtration and segregation of tickets and overall customer support efficiency, dropping the overall TAT significantly.
• Built many operational features, including Bulk Ticket Operations for CSV-based ticket creation and updates, and the IRT Alert (Intermediate Response Time), proactively notifying agents of prolonged chat inactivity, improving associate responsiveness, lowering handling time and overall customer experience.

Jul 2022 – May 2024 · 1 yr 10 mos · Bengaluru, Karnataka, India

• Constructed complex UIs in React for Onboarding Journeys and Registration Flows across various programs and cohorts facilitating seamless experiences for 15,000+ users.
• Designed crucial modules (responsive UIs) for the Learning Management System, contributing significantly to the company’s monthly revenue.
• Led the creation of a robust frontend for Test Interfaces taken by 10,000+ users, incorporating video and audio capturing capabilities and implementing proctoring support to prevent cheating.
• Led the development of an in-house Design System, crafting 12+ generic components from scratch in adherence to industry standards and following web accessibility guidelines (WCAG).
• Used Webflow Builder and CRM to construct User Portfolios and Experts Landing Pages. Implemented Zapier integrations for data capture.

Jun 2021 – Jun 2022 · 1 yr · Bengaluru, Karnataka, India

• Built scalable, generic and responsive React components and Views, using styled components, styled systems, and custom React hooks.
• Implemented central app state using Redux-Toolkit and Toolkit Query and used Redux-Thunk to manage REST-API.
• Authored SQL scripts and constructed dashboards using Retool for internal teams to get insights.

Sep 2020 – Sep 2021 · 1 yr · Pune, Maharashtra, India · Remote

• Conducted 2 hands-on national-level technical workshops on various technical topics including Java, Python and ReactJS with a capstone project.

Sep 2020 – Aug 2021 · 11 mos · Pune, Maharashtra, India · Remote

• Conducted 2 technical sessions of Competitive Coding, Data Structures and Algorithms with community. Also organized multiple online coding events for the club members.