Karthik Gopalan

• Recruited engineering personnel, technical staffing and decided on project team formation.
• Worked closely with product teams, arrived at a product roadmap, and worked on tight deadlines to deliver an MVP within 6 months.
• Directed the design and implementation of a large batch data pipeline for a complex data model, processing around 3 billion records every month.

• Company Overview: Flex is a contact center experience SaaS product with over a $100M+ in revenue. Built on top of the Twilio Super network, Flex enables contact centers to be setup with minimal costs and no specific hardware required
• Built a strong team of 11 members from scratch
• Assisted in recruitment for leadership roles like Principal Engineers, Technical Program Managers, Engineering Managers and Architects across business units within Twilio.

Owned and delivered on several key initiatives for Flex, such as:

• Developed email channel integration to streamline customer communication for agents and supervisors in Flex.
• Customer profiles in Flex - Show customer profiles based on incoming tasks
• Enabled flex functionality on virtual desktops to facilitate efficient voice communication.
• Improved the application framework and reduced tech debt with the following: Improved UI load times by implementing features such as easy load and lazy load of data and SDK's
• UI load time was reduced from 11 seconds to 4 seconds
• Provided a more robust experience by ensuring that failures are handled gracefully, and customer impact is minimal
• Reduced failures by 40%
• Provided a framework for developing UI components
• This framework encompasses telemetry, component load times, easy/lazy loading strategies, error handling and caching mechanisms, all based built on Java, ReactJS, Redis, for caching which uses Micro frontend principles
• Solved major customer issues such as long loading time of queues, enabling customers to use Salesforce inside Flex, effectively
• Improved the processes in the following areas: Worked with supportability and Account Managers, to streamline the support/escalations and ensure they are addressed in a timely manner
• Developed a release calendar to ensure various teams have visibility to when the features will be released
• Assumed responsibility for managing the Flex Real-Time Insights function.
• This is built on kafka streams, Redis for caching, java for various API's we expose, and the underlying store in MySQL

• Resolving technical issues as well as mentoring teams ensuring on time and quality of deliverables
• Co-created the main product in the Ad-Tech Space by conceptualising the architecture, the tech stack and bringing it to life with a team of high performing members
• Conducting requirement analysis, finalizing specifications, validating designs and reviewing detailed documents in terms of product quality
• Performed R&D for necessary modifications in component design; worked closely with alpha clients and designed and drove the product strategy

• Led the entire gamut of operations entailing Requirement Analysis, Product Roadmap Creation, Product Development, Engineering, Deployment and Support and Talent Management
• Coordinated & worked with industry experts to analyze challenges faced by dealerships; studied competitors' landscape to identify key strategies for the product
• Worked on sprint planning, user story prioritization and product backlog reviews every sprint
• Assisted product roll-outs, monitoring usage, working closely with users and ensuring issues are addressed on priority
• Managed & conceptualized product roadmap; delivered on 3 product versions

• Developed the product roadmap for FinCapture; Supervised a team of 15 members to deliver on end-to-end product life cycle and followed Agile methodology
• Evaluated various OCRs (Google Tesseract vs
• Abbyy FineReader vs
• Nuance Omipage)
• Acted as Scrum Master; defined sprints and prioritized user stories; managed the product backlog