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Aman Kumar

Designing & Building Scalable Multimodal Agentic AI Systems | Freshworks

Greater Bengaluru Area

11+ years of work experience

Freshworks
Mar 20242 yrs 8 mosPresent

Hybrid

Migrating CX AI agents from a legacy assistant-based platform to a next-gen agent platform using a phased rollout. Driving execution through a workflow orchestration layer, backed by a tool abstraction layer for clean integration decoupling. Replacing assistant-bound retrieval and LLM routing with a unified search capability and a centralized model gateway.
Freshworks
Jul 20212 yrs 9 mosMar 2024

Remote

Developed a centralized gateway handling millions of AI requests per day across providers. Achieved ~40% reduction in AI spend through intelligent LLM routing, rate limiting, and caching. Built an AI-driven insights platform processing large-scale telemetry data across products. Designed a multi-stage pipeline (aggregation → analytics → LLM generation) ensuring consistency and accuracy. Optimized performance with caching and multi-tenant isolation, reducing dashboard latency to sub-second.
Flipkart
Jul 20183 yrsJun 2021

Platform Engineering & Reliability Owned production systems ensuring 99.9% uptime and resolving critical issues within strict SLAs. Reduced production incidents through proactive monitoring and continuous system improvements. Defined and executed product roadmap using SAFe methodology. Customer & Order Management Developed and scaled a customer compensation system issuing EGVs for order discrepancies, improving operational efficiency through continuous enhancements. Designed workflows covering the full order lifecycle — returns, cancellations, and NDR. Built a microservice platform for post-order workflows, optimizing throughput and latency through efficient orchestration. Platform & Infrastructure Engineered a critical platform for customer feedback collection and agent billing. Led database migration from MySQL to HBase, improving scalability and performance. Enhanced reliability through load balancing and targeted system optimizations. Data & Integrations Developed APIs for enterprise data streaming, enabling reporting, billing, and analytics use cases. Improved data availability and pipeline efficiency, enabling data-driven insights across teams.
Mindtree
Apr 20171 yr 3 mosJun 2018

Bangalore

Design and Developed features for SITA World Tracer Baggage - User Interface.
Mindtree
Oct 20142 yrs 6 mosMar 2017

Developed features and unit test coverage for SITA Novabill, a billing platform serving the airline industry

Aman’s AI Stack

github copilot
github copilot
glama
glama
kiro
kiro
metaai
metaai

Education

NIST University

Bachelor’s Degree, Computer Science

NIST University

20104 yrs2014
NIST GmbH

Bachelor of Technology, Computational Science

NIST GmbH

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Headline

Designing & Building Scalable Multimodal Agentic AI Systems | Freshworks

About

From distributed systems to agentic AI — 11+ years architecting platforms that perform at scale. I design and deliver solutions built for production — from distributed systems handling 50K+ events/sec to AI platforms processing millions of requests per day. My work consistently drives measurable impact: ~40% reduction in infrastructure and AI costs, sub-second latency, and 99.9% uptime on mission-critical systems. At Freshworks, I'm currently leading the migration of CX AI agents to a next-generation agent platform — built on workflow orchestration, unified search, and centralized LLM routing. Strong focus on system design, atomicity, resilience, and engineering excellence.

Location

Greater Bengaluru Area

AI stack

github copilot

glama

kiro

metaai

Work experience

Lead Software Engineer at Freshworks, Mar 2024 - Present · 2 yrs 8 mos, Hybrid, Migrating CX AI agents from a legacy assistant-based platform to a next-gen agent platform using a phased rollout. Driving execution through a workflow orchestration layer, backed by a tool abstraction layer for clean integration decoupling. Replacing assistant-bound retrieval and LLM routing with a unified search capability and a centralized model gateway.

Senior Software Engineer at Freshworks, Jul 2021 - Mar 2024 · 2 yrs 9 mos, Remote, Developed a centralized gateway handling millions of AI requests per day across providers. Achieved ~40% reduction in AI spend through intelligent LLM routing, rate limiting, and caching. Built an AI-driven insights platform processing large-scale telemetry data across products. Designed a multi-stage pipeline (aggregation → analytics → LLM generation) ensuring consistency and accuracy. Optimized performance with caching and multi-tenant isolation, reducing dashboard latency to sub-second.

Software Engineer at Flipkart, Jul 2018 - Jun 2021 · 3 yrs, Platform Engineering & Reliability Owned production systems ensuring 99.9% uptime and resolving critical issues within strict SLAs. Reduced production incidents through proactive monitoring and continuous system improvements. Defined and executed product roadmap using SAFe methodology. Customer & Order Management Developed and scaled a customer compensation system issuing EGVs for order discrepancies, improving operational efficiency through continuous enhancements. Designed workflows covering the full order lifecycle — returns, cancellations, and NDR. Built a microservice platform for post-order workflows, optimizing throughput and latency through efficient orchestration. Platform & Infrastructure Engineered a critical platform for customer feedback collection and agent billing. Led database migration from MySQL to HBase, improving scalability and performance. Enhanced reliability through load balancing and targeted system optimizations. Data & Integrations Developed APIs for enterprise data streaming, enabling reporting, billing, and analytics use cases. Improved data availability and pipeline efficiency, enabling data-driven insights across teams.

Senior Software Engineer at Mindtree, Apr 2017 - Jun 2018 · 1 yr 3 mos, Bangalore, Design and Developed features for SITA World Tracer Baggage - User Interface.

Software Engineer at Mindtree, Oct 2014 - Mar 2017 · 2 yrs 6 mos, Developed features and unit test coverage for SITA Novabill, a billing platform serving the airline industry

Education

Bachelor’s Degree, Computer Science, NIST University

Bachelor of Technology, Computational Science, NIST GmbH