Experience & impact

Engineering services for a Contact Center as a Service (CCaaS) platform, focused on reliable event processing, cloud delivery, and production service quality.

• Optimized Kafka message processing for real-time call routing, achieving 3× higher throughput by identifying and addressing latency, throughput, and resource bottlenecks.
• Improved a configuration-driven batch distribution service by parallelizing large-file ingestion to Amazon S3 and JSON output generation, reducing end-to-end processing by 30–40 minutes.
• Built a web-based onboarding flow for Dockerized microservices, storing service configuration in MongoDB and triggering deployments to AWS ECS through CodePipeline.
• Developed NLP microservices for sentiment analysis, summarization, and intent recognition using call audio/transcript data.
• Supported application security through SAST, DAST, open-source dependency, and container-image scanning, and improved reliability by refactoring internal services.
• Contributed to backend service development, debugging, observability, and modernization across call-routing and data-processing workflows.