Jan 2024 – Jul 2024 · 6 mos · Bangalore Urban, Karnataka, India

• Architect in the Atlassian ITSM organization. Responsible for Knowledge and Search capabilities within Jira Service Management. Led the architecture for integrating Rovo (Atlassian's AI capabilities suite) & 3rd party search into Jira Service Management. Advocated and successfully simplified the service graph, directly resulting in infrastructure cost savings.

Dec 2021 – Jan 2024 · 2 yrs 1 mo · Bangalore Urban, Karnataka, India

• Architect for the teams which built and operated historical and real-time reporting services (a.k.a Flex Insights) for the contact center solution offered by Twilio. The critical data pipelines we operated handled traffic for all of Twilio's contact center customers around the globe.
• Led the effort for migrating and integrating the historical data pipelines from an infrastructure inherited by Twilio through an acquisition. Introduced numerous improvements for the stability of the solution. Was a key member of the architects' group that spearheaded a transition from Twilio's proprietary Kafka platform to AWS MSK.

Jan 2020 – Dec 2021 · 1 yr 11 mos · Bangalore Urban, Karnataka, India

• Architect in the Webex Contact Center business unit of Cisco. Worked across teams to drive several high impact initiatives.
• Scaled the real-time reporting application for Cisco's Enterprise contact center solution by 3x, increasing capacity from 12,000 to 36,000 concurrent agents.
• Implemented continuous and automated load testing, reducing software release cycles from months to weeks.
• Led a successful refactoring of the monolithic back-end web application into a modular architecture, introducing RESTful APIs for seamless integration with customer solutions.
• Collaborated with Product Management, UX Designers, partners, and customers to replace a legacy user interface with a modern, experience-driven UI. This successful project paved the way for UI refreshes in other contact center applications.
• Established a robust security process with continuous static analysis and penetration testing, proactively identifying and mitigating vulnerabilities.
• Architect-ed and led the development of features that enabled customers to upgrade their large contact center deployments by connecting to cloud services operated by Cisco. Transformed the experience of maintaining & upgrading these deployments from what was earlier managed through tons of documentation to something that is automated and hassle-free.
• Implemented application performance monitoring using AppDynamics for all Enterprise contact center solution components, ensuring optimal performance and reliability.

Dec 2015 – Jan 2020 · 4 yrs 1 mo · Bangalore Urban, Karnataka, India

May 2013 – Dec 2015 · 2 yrs 7 mos · Bangalore Urban, Karnataka, India

Apr 2010 – May 2013 · 3 yrs 1 mo · Bangalore Urban, Karnataka, India

Sep 2007 – Apr 2010 · 2 yrs 7 mos · Bangalore Urban, Karnataka, India

• Technical leader in Service Management business unit of Nokia Networks.
• One of the first team members to start the development of Nokia's service provisioning product in Bangalore.
• Helped build a team which eventually grew to 30 members.
• Hands on development using Java and J2EE.
• Developed better user experience in terms of ease of integration.
• Trained global customers on integrating service provisioning into their enterprise and won accolades for the quality of training provided.

Feb 2003 – Aug 2007 · 4 yrs 6 mos · Charlotte Metro

• Technical leader in Bank of America's Customer Information Systems (CIS) group. (On contract from Infosys)
• Developed high performance APIs which are critical to the banking center front-ends and online banking applications.
• Supported high performance requirements for these APIs. Latencies would have resulted in direct CSAT reduction.
• Part of the team that developed Bank's solution for sending email alerts to the customers of Bank of America.
• Regularly participated in workgroup meetings representing the CIS group for providing subject matter expertise to nail down business requirements.
• Was a part of the CIS group's framework team which maintains a collection of reusable code base that is utilized by multiple components.