Headline

Head of AI, Hiver | Author | Architect | HeadwayHQ

About

Leading AI strategy and execution at Hiver — transforming customer support with intelligent automation. Own the end-to-end AI charter across: • Conversation intelligence (classification, extraction, sentiment) • AI-powered Copilot for agent assistance • Workflow intelligence and automation • Knowledge-grounded AI systems • LLM integrations with human-in-the-loop feedback loops Driving measurable impact across CSAT, resolution time, automation rate, and revenue expansion. Building scalable AI systems using LLMs, retrieval pipelines, vector databases, and production-grade evaluation frameworks. Focused on moving AI from experimentation → reliable, revenue-driving infrastructure. Also building HeadwayHQ (https://headwayhq.com) — a side project to help PMs prioritize customer asks using structured insights and AI.

Location

Greater Bengaluru Area

Work experience

Head of AI at Hiver, Jan 2026 - Present · 8 mos, Bangalore Urban, Leading AI strategy and execution at Hiver — transforming customer support with intelligent automation. Own the end-to-end AI charter across: • Conversation intelligence (classification, extraction, sentiment) • AI-powered Copilot for agent assistance • Workflow intelligence and automation • Knowledge-grounded AI systems • LLM integrations with human-in-the-loop feedback loops Driving measurable impact across CSAT, resolution time, automation rate, and revenue expansion. Building scalable AI systems using LLMs, retrieval pipelines, vector databases, and production-grade evaluation frameworks. Focused on moving AI from experimentation → reliable, revenue-driving infrastructure.

Principal Software Engineer at Hiver, May 2022 - Feb 2026 · 3 yrs 10 mos, Bengaluru, Architected an AI Copilot: Led the design and development of an AI-powered copilot that leverages multiple knowledge bases to deliver precise, context-aware answers. Enhanced Customer Support: Integrated the copilot into Hiver’s platform, significantly reducing support response times and improving customer self-service efficiency. Optimized Natural Language Processing: Utilized advanced NLP and machine learning techniques to boost answer accuracy and adapt dynamically to user queries. Cross-Functional Collaboration: Worked closely with product and support teams to align the AI solution with user needs and business objectives. Team Leadership: Mentored and guided a dedicated team of engineers throughout the project, fostering innovation and continuous improvement.

Founder at Prabal Health, May 2022 - Jun 2022 · 2 mos, Bengaluru, Karnataka, India, Prabal is a companion app for health professionals, this app has been used by more than 20+ doctors to treat their patients. This app is built using React-Native-Web. Backend is built using NestJS and MongoDB as a primary DB for storage. It enjoys auto-deployment and auto-scaling as the entire app is hosted on Kubernetes.

Principal Software Engineer at Conviva, Jan 2021 - Apr 2022 · 1 yr 4 mos, Bengaluru, Karnataka, India, Created a shared UI frontend framework to be used across 6 different product lines. Created using tailwind css and headless JS. Worked on micro-frontends to scale frontend development across various functions. Helped devops team to containerize more than 100 applications by creating a common framework using CircleCI ORBS. Architecting and validating features getting developed in-house. Worked hands-on with the team and customers through software engineering design and implementation, setting examples for good engineering practices and coding along the way. Created base for sharable UI dashboards across platform. Code-Reviews and Mentoring the team to write clean and testable code. Created a platform BeeHive to share technical thoughts and created an environment for knowledge sharing among peers. Created technical design document template to be followed for all the design decisions done.

Senior Staff Engineer at Hiver, Jan 2020 - Jan 2021 · 1 yr 1 mo, Bengaluru, Karnataka, Solving the most difficult engineering problems Designing the entire system based on the received requirements Choosing the system architecture and each individual component of this system at a high level Architectural and code review Manage risk identification and risk mitigation strategies associated with the architecture Plan for new technology insertion

Senior Technical Lead at Hiver, Feb 2016 - Jan 2020 · 4 yrs, Bangalore, Hiver is an email collaboration platform for businesses. More than 1500 business all over the world including the likes of Harvard University, Hubspot, Shutterstock use Hiver to manage their Customer Support and Sales directly from their Gmail. Roles and Responsibilities: - Playing a role of a developer and leading a team of 30 members. - Owns/co-owns medium to large projects and executes them with minimum guidance. - Maintaining a productive working environment for development teams. - Representing the technology perspective on a management or board level. - Conduct peer review and provide feedback for the improvements. - Writing quality code and setting an example of quality in front of the team members - Mentoring Engineers to write best quality code following coding guidelines

Technical Lead at Hiver, Feb 2014 - Feb 2016 · 2 yrs 1 mo, Bangalore, Roles and Responsibilities: - Mentoring a team of 12 developers. - Continuous improvement for code quality and software design. - Spend Time 1-on-1 with Team Members

Software Developer at Pramata Corporation, May 2011 - Feb 2012 · 10 mos, Bangalore India, Great venture on Ruby on rails, in depth knowledge in Web Designing.

Education

AISSCE, Computer, English physics chemistry and maths, Atomic Energy Central School

Atomic Energy Central School