As a passionate and results-driven Engineering Manager with over 11 years of experience in designing and scaling enterprise-level applications, I specialize in building high-performing engineering teams and delivering cutting-edge solutions in AI-driven platforms, omnichannel engagement, and cloud technologies.Currently leading a talented team at [24]7.ai, I’ve been instrumental in developing and scaling an omnichannel contact center platform, driving innovation with AI-based agent training platforms, and enhancing customer engagement with chat, voice and video capabilities. My focus is on architecting scalable solutions, improving product efficiency, and delivering measurable results that impact both customer experience and business success.I pride myself on blending strategic thinking with hands-on technical leadership. Whether it’s leading complex cross-geo teams, driving innovation in AI automation, or collaborating with stakeholders to refine roadmaps, I’m committed to delivering excellence at every stage of the product lifecycle.Key Achievements:- Spearheaded the development of an AI-driven agent training platform, improving onboarding efficiency by 30% and reduced support response time by 20% - Led a team of 12 engineers to build and scale a multi-channel omnichannel engagement platform, boosting customer satisfaction and reducing downtime.- Successfully launched the [24]7 Chat Widget on Salesforce AppExchange, increasing platform integration opportunities by 20%.- Developed asynchronous communication support for the chat platform, enabling integration with third-party messaging services like WhatsApp and Facebook Messenger, resulting in a 15% increase in customer engagement.- Designed and implemented microservice architectures to improve scalability and reduce latency by 20%, improving overall platform performance- Skilled in collaborating across diverse teams, including QA, DevOps, Networking and Security, to ensure seamless product development and delivery - Recruited, mentored and coached a diverse team of engineers Fostering a high-performance culture and supporting career development Skills & Expertise:- Engineering Leadership & Team Building- AI & Machine Learning Integration- Enterprise Application Architecture- Omnichannel Platforms (Chat, Voice, Video)- Microservices & Cloud Solutions- Stakeholder & Client Management- Agile Methodologies (Scrum, Kanban)- API Development & Integration- Performance Optimization & Scalability- Cross-Functional Collaboration