Jun 2025 – Present · 11 mos

• Real-time Assistance System: Engineered a robust screen-sharing assistance feature using WebSocket for data relay and WebRTC for media transmission, enabling seamless real-time interaction between agents and customers.
• Designed and developed an API Orchestration Gateway service acting as a secure intermediary between external vendors and internal microservices. Implemented client authentication, authorization, throttling, and intelligent request routing, enabling external partners to securely consume internal APIs without direct exposure of microservices.

Aug 2022 – Present · 3 yrs 9 mos

• Improved the merchant ticket data retrieval process by introducing a database (MongoDB) and cache (Redis) layer, which:
• Reduced paid external API calls significantly.
• Decreased operational costs by Rs 72 lakhs.
• Eliminated API failures due to "Too Many Request" errors.
• Conceptualized, designed, and implemented a process for managing blocked merchant accounts:
• Enabled merchants to upload required documents based on block reasons.Developed a feature for document management within internal tools.Resulted in a 80% reduction in turnaround time and improved document verification accuracy compared to manual processes, improving merchant experience
• Integrated annotation-based traffic diversion and rollback mechanisms to streamline traffic handling.
• Developed the user interface (UI) for an in-house, AI-enabled application personalized for different merchants. This multilingual bot supports the diverse merchant base by providing seamless interaction in various languages, reducing the need for IVR calls to resolve queries. The implementation enhanced user experience and significantly decreased call center dependency.
• Converted Figma designs into responsive,pixel-perfect UI components, ensuring design fidelity,cross-browser compatibility, and enhanced user experience.

May 2022 – Jul 2022 · 2 mos