Headline

Software Development Manager|Technical Project Management|Datawarehouse|Automation|Cloud|Agile|DevOps|CI/CD

About

Mission-driven engineering professional & architect with 15+ years of experience managing and growing technology organizations. Strong leadership and communication skills. Well-versed in project management, scrum, and all stages of product development and services. Enabling clients to enhance customer experience by the adoption of conversational, automation & digital solutions. Effectively coaching, mentoring, and developing global teams to design and deliver high-speed, redundant and scalable next-generation application platforms. •Extensive experience in designing and building B2B & B2C products, large scale application platforms and solutions. •Design, development & implementation of Business Applications, multi/omni channel platforms, Self-service Products and CRM platforms; developed in-house and off the shelf products. •Setup and managed data platforms using the warehouse technologies like Databricks, Redshift, Airflow, Jenkins and SQL server with Tableau, Power BI, Qlik etc. •Award winning automation solution for e-commerce, in Return Order processing; resulting reduction in AHT by 20%, FRT from as high as 2 days to near instant, 100% follow up adherence and seamless execution. •Built AI based self-service app and achieved 85% deflection in the incident volumes and reduction in resolution time from nearly 15 minutes to less than one minute. •Designed & implemented RPA solution for e-commerce client in refund claim processing and achieved reduction in processing TAT by approx. 50%. •Discovery, mining, and design of automation solution for a background verification client, potential of approx. 40% manpower reduction using RPA •Architecting solutions for Azure and AWS cloud ecosystems as part of product enhancements & App modernization utilizing IaaS and PaaS models •Implementation of NLP/NLU enabled AI based conversational systems for various business processes, functions & verticals. Tech Stack - Node.js, React.js, Angular, PostgreSQL, Recurly.js, Opentok, Prerender.io, Onetrust, Swagger, ELK stack, Sendinblue, Twilio, AWS connect, Redis Cache, Kafka, AWS, Airflow, Data Lake (S3), Redshift, Redash, Tableau, Jenkins, GitLab, JIRA, Confluence, .Net, SQL Server, Databricks, Python, Android, iOS, API, SDK, SMPP, CTI, Dialer, AWS, Azure, Lambda, Logic Apps, SES, AI, ML, Chatbot, RPA, Automation, Omnichannel Multichannel, Voice Bots, Databricks, CI/CD (Jenkins), Power BI, MS Dynamics, Zendesk, HubSpot, AI, Chatbot, Voice Bot, Visual IVR, SMPP, Cordova, Ionic, Capacitor, XCode, Play Store, App Store, API, DLL, WCF, REST, Web Services, Hadoop, Spark.

Location

Bengaluru

AI stack

claude code

claude

Work experience

Senior Software Engineering Manager at SmartBear, Feb 2023 - Present · 3 yrs 7 mos, Bengaluru, Karnataka, India

Director Software Development at Support.com, Feb 2022 - Dec 2022 · 11 mos, Bengaluru, Karnataka, India, Responsibilities include Product Engineering, Architecture, Development, Recruitment and team management, Sprint budgeting & planning, scrum management, velocity management, data platform management, consumer portal and integrations etc. • Managing a professional team of 10+ onshore/offshore employees on software development, QA, and BA using C#, ASP.Net, SQL Server, React, Angular, Nodejs, PostgreSQL, Elastic, Kafka. • Responsible for managing scrum, backlog reviews and bug scrub meetings to prioritise and align the deliveries. • Partner with Product Management to define the roadmap and product strategy. Defining Sprint budget, planning and setting up sprint goal to be achieved. • Driving corrective actions through continuous communication, reviews, and adherence to organizational policies. • Managing Dialer and IVR CTI integrations for real-time screen pop-ups and auto case tagging. • Leading enterprise-wide modernization project to setup new Data warehouse using Databricks platform and managing existing warehouse setup built using Airflow, Redshift, Redash & Jenkins. • Participate in DevOps forum, work closely with Ops on release plans and architecture reviews. Partner with Infra team to build multi region redundant platform with failover mechanism. • Coordination with staffing partners for recruitment & backfilling, feedback, and staff planning. • Prepare resource & services cost monthly/annuals provisions and annual budgets. • Implement test automation practices and reduce regression TAT for faster deployment cycles.

AVP Application Development at Startek, Apr 2015 - Feb 2022 · 6 yrs 11 mos, Bengaluru, Karnataka, India, Responsible for Software Development, Application Strategy and Roadmap, AI/ML, Conversational Systems, Vision AI, RPA, Social Media Solutions, Omnichannel Development, Collections systems, Dialer, CTI, HRMS, ITSM, Claim Management etc. • Recruit, train and manage a global/remote team of 35+ resources including Managers, Architect, QAs, BAs, and Developers using C#, VB.Net, ASP.Net, WCF, REST, Web Services, Angular, Nodejs, SQL Server, PHP, MySQL, Selenium, UiPath, Automation Anywhere, Dialogflow, Ionic, Cordova & Capacitor. • Principle Software Architect designing solution blueprints, architecture, technology stack for optimum performance and in compliance to organization and client defined policies. • Budget planning, cost provisions and new products evaluation. Ensuring customer success by providing tailor made solutions for client with minimal operating cost • Driving business transformation by adoption of digital tech and platforms across business verticals. • Dialers, CTI and IVR solutions integrated with CRMs, ERPs, and financial systems for screen popups, auto tagging, profile updates etc. • Lead the development & implementation of company’s flagship Social Media Technology Platform offering LISA. • Developed contact centre banking CRM used across locations for a nationalized Indian bank. • Built and managed a multichannel platform for Telco client; used by 5000+ users across country. • Web portal used by PAN India vendor partners of subsidiary of National Dairy Development board • Automation Solution for eCom client; achieving 3x reduction in resolution TAT and manual labour. • Email, Live Chat & Chat bot systems for leading Mutual Fund Investment brand in India. • Enterprise-wide multichannel ITSM solution, HRMS & Attendance management systems.

Asst. Manager (Software Development) at Aegis Customer Support Services Private Limited, Apr 2013 - Mar 2015 · 2 yrs, Bengaluru Area, India, Lead the projects and deliveries for a 15 FTE team of Software / Application Developers, QC and DBA  Mentoring, guiding and managing the development, support & road map for the in-house software products  Co-ordination with Ops/Strategy team(s) for the automation opportunities in all new transitions  Establishing compatibility with these third party software products by developing APIs & layers for integration.  Mentoring & inspiring the software development team(s) for implementation of new age technologies in applications.  Applying the principles of quality management to achieve process improvement and organizational effectiveness. Development of generic CRM system to cater dynamic requirement of the business on day to day basis  Successful implementation of In-house Collection Management system to replace a third party product and saving of USD 20K per year on license cost  Enhancement & up-gradation of In-house dialer system e.g. GSM compatibility, multi campaign etc.  Successful implementation of a library for Core SMSC services integration for automated SMS for a major India telecom company  Real-time lead inflow integration of the dialer system with more than 10+ websites/systems for a major US based automobile company

Team Leader - Service Delivery (Software Development) at Aegis Customer Support Services Private Limited, Aug 2010 - Mar 2013 · 2 yrs 8 mos, Gurgaon, India, Deployed at the client site "Aegis Ltd" and taking care of the automation requirements of their International businesses operated from Gurugram location.  Leading & working with a team of 6 resources including Developers and QC  Mentoring, guiding and managing the development, support & road map for the in-house software products  Interacting with business and gathering the requirement based on business needs  Assignment of job to the developers with the documentations and mentoring them on the business impact  Establishing compatibility with these third party software products by developing APIs & layers for integration.  Mentoring & inspiring the software development team(s) for implementation of new age technologies in applications.  Applying the principles of quality management to achieve process improvement and organizational effectiveness. Re-architecture the existing EDT applications to speedup the end to end data upload processes from hours to minutes  Re-worked on the Letter automation applications to bring in more controls and ensure compliance  Optimization of reporting applications for one of the major Japan based automobile company to achieve a time decrease in monthly report generation process to minutes

Software Programmer at Intellicom Contact Centers, May 2009 - Aug 2010 · 1 yr 4 mos, Working as a L1 programmer for delivery of the assigned applications and automations  Co-ordination with team(s) for requirement gathering, infra setup etc  Configuration & proactive monitoring on the ASPECT system

Education

M.Sc. (CS), Computer Science, Makhanlal Chaturvedi National University of Journalism and Communication, Bhopal

B.A., Economics, Kumaun university