I leveraged the Model-View-Controller (MVC) framework to develop new user experiences for key Amazon applications, including Prime Video, Kindle, Music, Alexa, and Fire Tablet. I collaborated with cross-functional teams—product managers, software developers, and UX/UI designers—to align on project goals and ensure a seamless user experience. One key feature I developed was the Intent Collection Trigger (ICT), which provided users with helpful suggestions based on ambiguous queries. I also built a Summarized Answer Box to extract and present key information from large articles, making content more digestible. Additionally, I unified two backend indices to support dynamic ICTs, enabling more accurate filtering of results based on specific AppSources. These efforts contributed to reducing the Customer Contact Rate by 6%, equivalent to 33,000 fewer customer service interactions per month.

I developed a system to automate and streamline the mapping of customer questions to their corresponding resolutions, making them easily searchable. I designed and implemented a Batch API in Java to handle large requests and create a dynamic mapping system between questions and resolutions. Additionally, I built a user-friendly interface using React for CRUD operations, allowing users to create, search, and update question-to-resolution mappings efficiently. My work significantly improved the process, reducing the time it took to make resolutions searchable from 3 months to just 3-5 minutes by streamlining the entire question-resolution mapping workflow.