Sep 2023 – Present · 2 yrs 9 mos

• Collaborate with product managers and other stakeholders to define requirements, design scalable solutions, break down tasks, plan iterations, estimate timelines, and coordinate across teams to deliver on time with full functional accuracy.
• Responsible for ensuring quality through code reviews, process adherence, mentoring, and knowledge sharing with peers.
• Led the revamp of Flipkart’s CRM message relayer, which enables real-time updates on the agent UI for events like incoming calls, chats, and incident visibility. Added cross–DC replication with Apache Pulsar for seamless failover and introduced a client-side ack protocol to ensure at-least-once message delivery. The system serves over 25K agents in production and is tested to scale to 80K concurrent agents.
• Led design and implementation of CX backend systems to launch Flipkart's Hyperlocal business 'Minutes', delivering within 3 months.
• Spearheaded NFR tests and optimizations for big sale events in 2024, increasing API throughput by 30% for backend system powering CX pages, scaling it to handle 30,000 QPS.
• Optimized a legacy CRM system to handle 80,000 concurrent customer support representatives, up from 50,000, enabling Flipkart's Hyperlocal expansion.
• Re-architected and deployed an Apache Spark-based offline processing system, enabling the operations team to execute bulk actions, including cancellations and returns, with improved efficiency. The transformation from a sync to async system reduced the time required to process 20,000 records from 15-20 minutes to under 1 minute. Led the project end-to-end, defining a roadmap for future migrations.
• Guided and mentored juniors in scaling up and optimizing multiple systems for big sale events in 2023.
• Tech worked on: Java, Dropwizard, Apache Pulsar, MySQL, Redis, Apache Spark, Maven, Docker, Kubernetes, Google Cloud Storage, Google Dataproc

Feb 2021 – Sep 2023 · 2 yrs 7 mos

• Owner of the transactional communication system which sends notifications to customers.
• Scaled up the transactional communication system with micro-optimizations to achieve - 93% increase in throughput, 91% lower database load average, 77% lower database CPU usage and 1/200th latency for API calls.
• Re-designed and re-wrote the communication system to reduce developer pain points, make it more maintainable and reduce time required for product-driven changes in communication flows. Created a migration plan to move all communication flows from the old system to the new system.
• Working on an API gateway for modularization of customer self-serve pages like 'order details', 'order confirmation', etc., to speed up feature development, A/B testing capability, etc.
• Was the lead developer for integrating with a 3rd party vendor for inbound telephony for skill-based routing of inbound calls from customers to the correct agents. I worked with a complex group of cross-functional teams in designing and executing this initiative within a planned timeframe which helped improved connect rate by 90% and helped unblock several other capabilities.
• Led my team in running NFR tests, optimizing and scaling nearly all our backend systems for big sale events in 2022.
• Defined various standards in the team for deployment cycles, contributed to on call bandwidth reduction.
• Involved in hiring as an interviewer for technical competencies for over 150 candidates including fulltime SDE1s, SDE2s, interns, and contract engineers.
• Tech worked on: Java, Dropwizard, Micronaut, Apache Pulsar, Apache Kafka, RabbitMQ, MySQL, Redis, Maven, Docker, Kubernetes, Apache Velocity, MVEL

Feb 2019 – Feb 2021 · 2 yrs

• Part of the Customer Experience engineering team, developing and maintaining systems for transactional communications (Email, SMS, PN) between Flipkart and customers.
• Built multiple cost-cutting features for SMS communications which resulted in annual savings of more than 3.5 Million USD.
• Created a tool for product managers to generate all possible variants of communication templates written in Apache Velocity template language, quickly achieving SMS compliance with government regulations in India (TRAI DLT).
• Tech worked on: Java, Dropwizard, RabbitMQ, MySQL, Redis, Apache Velocity, Maven