Utkarsh M.

effy - End to end delivery of Integrations & Business Solutions via: o Customer Requirement gathering, feasibility & scoping o Software Architecture design, development approach and resource allocation, formulation of estimates & Statement of Work o Sprint planning, DevOps & Deployment/Provisioning plan, UAT, Quality of delivery & Customer support o Managed/delivered 20+ Node JS based integration projects o Use cases -- e-bonding entities between SaaS applications via REST endpoints, middleware and webhooks -- Enhancing Customer support via integrated eCommerce portals right inside the platforms - Delivered Customer Support Intelligence & Business automation enhancement for an OTT platform which offered: o Automated and intelligent Canned Responses for support requests, placed according to customer’s use cases. o Automated churning out of tickets originating from non-applicable Social media responses o Queue based Bulk Ticket automation application capable of handling millions of Ticket operations in an hour, with a failsafe mechanism to handle rate limits and API failures. o Sent asynchronous KPIs to Business Intelligence o The capability suite has been performing successfully, even during peak traffic hours (~500 agents handling intake of 15-20k tickets/hour and ~40k tickets during a major sports events) with zero incidents - Industries: Customer Support, Sales, Computer Telephony Integration, Messaging, OTT Media, ITSM & more CultureMonkey - Built and lead the development of the Employee Engagement SaaS platform completely from the scratch o Lead the development of core analytics module responsible for measuring Employee Engagement through survey results o The reporting module powers all visual graphs & insights to display Employee Engagement KPIs, distributions & predictions o Assisted Customer Success team with the delivery of Customer Industry-focused reports o Lead Web development to deliver a marketing-focused online presence

• Developed and maintained Shopo Search, capable of searching through billions of records and supporting logic-based relevance. • Ensured zero downtime and max ~40ms latency throughout the Search app endpoints using best distributed node configurations and optimized indices. • Developed Monitoring and Reporting tool to detect anomalies and generate Relevance, Database integrity reports and User behavior insights