Software Development Engineer – II, Agent Chat Experience, Customer Service (Dec 2023 – Present)
Owned Tier-1 services for a highly distributed agent–customer chat platform handling millions of contacts daily.
Created a 1-click bug report workflow capturing screen recording and session data, reducing ticket resolution time by 40%.
Led development of intelligent auto-scroll feature for Chat, delivering $7.5M annual savings across 1B+ chat contacts.
Rebuilt acceptance test framework for Chat to support concurrency, isolation, and AWS Connect routing, saving ~1000 on-call hours per year and stabilizing Tier-1 CI pipelines.
Developed a real-time response template recommendation service for live chat, generating $1.2M in annual savings.
Software Development Engineer – I, Payment Care, Customer Service (Oct 2021 – Nov 2023)
Owned payment and transaction workflows for Customer Care agents within highly distributed Customer Service platform.
Migrated 10+ Payment Services API contracts from legacy authentication protocol to modern OAuth-based authentication protocol, eliminating 6000+ daily errors.
Created a CI analyzer to analyze pull requests, identify vulnerabilities, code smells and bugs in new code using SonarQube, resulting in more secure and reliable software. Currently being used by 500+ packages across my org.
Enabled multi-region support for a Tier-1 AWS ECS service (330 TPS) with zero downtime, reducing yearly costs by 27%.