Nikita Singh
Serving notice period | Product Solution Engineer @ Juspay | Prev: Technical Solution Engineer @ Oracle | Payments & Fintech Solutions
Greater Bengaluru Area
4+ years of work experience
May 20251 yr 3 mosPresent
Bengaluru
Designed and deployed a production-grade automation system that transforms manual customer support workflows into AI-powered, self-healing processes. The platform serves as the intelligent layer between Zoho Desk, internal teams, and customers.
Key Responsibilities & Achievements
🔧 System Architecture & Development
Architected async FastAPI microservice handling webhook-driven event processing with 99.9% uptime
Implemented OAuth 2.0 authentication flows for secure Zoho API integrations
Built resilient error handling with automatic token refresh and retry mechanisms
🤖 AI/LLM Integration
Integrated LLM for intelligent field extraction from unstructured email data
Leveraged Vision to extract order IDs from customer screenshots/images
Designed prompt engineering pipelines achieving 95%+ accuracy on entity extraction (merchant_id, order_id, mobile numbers)
Automated professional email drafting using contextual RCA data
âš¡ Automation & Orchestration
Reduced ticket triage time from 15 minutes to 30 seconds through intelligent routing
Built merchant identification system mapping 25+ email domains to internal IDs
Automated Slack alert generation with threaded RCA result publishing
Integrated external RCA tools for root cause analysis automation
🛠Tech Stack
Python | FastAPI | LLM | OAuth 2.0 | AsyncIO
Zoho Desk API | Slack API | HTTPX | Webhooks
Feb 20232 yrs 4 mosMay 2025
Bengaluru
Mar 20228 mosOct 2022
Bengaluru, Karnataka, India
Salesforce || Salesforce developer || Salesforce admin
Education
Bachelor of Engineering, Information Science/Studies
Acharya
20184 yrs2022
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