Pankaj Meena

As VP of Engineering at Capillary Technologies, I report directly to the CTO and lead the end-to-end technology function for the CRM portfolio, which includes 8 core product offerings such as the Loyalty Platform, Customer Data Platform (CDP), Engage, Insights, etc. I head a team of 150+ engineers across backend, frontend, data, and platform engineering functions.

My key areas of responsibility include:

• AI adoption to improve engineering productivity.
• Technology strategy, architectural direction, platform scalability, reliability, and uptime management.
• Delivery excellence across products and Cross-functional collaboration with product, sales, and customer success.
• Security, compliance, and governance (e.g., PCI-DSS readiness, HiTrust etc).
• People management, leadership development, and team structuring.
• Cost optimization and vendor management.
• Leading technical mergers and integrating products to CRM from acquired entities.
• Participating in M&A conversations from technical side.

Key achievements at Capillary technologies:

• Scaled the engineering team from 80 to 150+ developers, while maintaining high delivery consistency, team health, and leadership alignment. Built a strong leadership pipeline, mentoring 3 Directors, 2 Principle Architects, 3 Senior Architects and 4 Senior Engineering Managers, and enabling multiple engineering managers, and architects to step into broader roles.
• Boosted engineering efficiency and quality by adopting AI-first development practices, leading to a 25% improvement in productivity and 75% reduction in P0/P1 production bugs over 1.5 years.
• Delivered 99.999% uptime across global loyalty platforms and scaled platform performance 5x, reinforcing platform reliability for enterprise clients across US, Asia, EU, and Middle East.
• Successfully integrated Rewards+ from an acquired company into the CRM portfolio with zero attrition and no business disruption.
• Launched org-wide initiatives like the Tech Guardian Program and Architect Guild, institutionalizing engineering best practices, architectural reviews, and quality benchmarks across teams.
• Deployed structured operational cadences including RCA debriefs, on-call charters, monthly engineering reviews, and quarterly technical retrospectives to improve system reliability, decision making, and engineering maturity.
• Partnered with Product and Customer Success to drive a 50%+ improvement in client NPS, aligning engineering outcomes with customer-centric goals and retention metrics.
• Led org-wide cost optimization through infra rightsizing and resource planning, enhancing ROI from engineering investments without impacting delivery.
• Drove PCI-DSS, and HiTrust readiness, improving security posture and compliance for enterprise-grade deployments in regulated industries.
• Defined and executed tech OKRs across cross-functional PODs, leading initiatives such as cost capitalization tracking, long-term tech debt reduction (e.g., Java upgrades), and system improvements that enhanced financial reporting accuracy and cost attribution.

• Reported to the SVP/CTO and was part of the bank's core leadership team, owning six major product lines including Net Banking, Direct Money Transfer, and the Paytm Payments Bank app.
• Oversaw platforms serving 60M+ accounts, 950M+ monthly transactions, and 10k-15k TPS daily.
• Maintained the lowest UPI fail rate (0.03%) and helped the bank remain the largest UPI beneficiary bank (450M+ monthly transactions).
• Built annual tech roadmap for frontend (React) and backend teams, aligned with business and product goals.
• Migrated 80% of the native Paytm Bank app to React, reducing cost and turnaround time.
• Led 100% migration of Net Banking and Money Transfer from VueJS/AngularJS to React.
• Achieved 100% compliance with RBI and UIDAI mandates on data, security, and UX (50+ requirements).
• Instituted rigorous code and peer review processes, resulting in zero security observations during third-party (SISA) audits.
• Delivered 99.99% uptime for Net Banking and Paytm Bank app.
• Successfully represented platforms in RBI IT audit, PCI-DSS certification, and UIDAI audits.
• Scaled the team from 15 to 75 engineers with 90%+ retention.

• Owned end-to-end delivery for the traveller-facing business, including iOS/Android apps, web frontend, and the TravelTriangle blog, covering both pre- and post-lead user journeys.
• Led migration from monolithic to microservices architecture, achieving higher system resilience and 99.9X% uptime for the traveller platform.
• Re-architected the frontend to be A/B experiment-friendly, enabling the product team to run 3x more experiments independently, driving V2L (Visitors-to-Lead) conversion from 10% to 15% on mobile.
• Built a dynamic page backend engine for SEO/marketing to create custom landing pages (hotels, packages, etc.), leading to 100%+ YoY user session growth.
• Developed an in-house analytics platform (modeled after Segment) and saved $18K annually in tooling costs.
• Architected and launched a user profiling engine for behavioral segmentation, enabling targeted engagement and helping maintain strong L2C (Lead-to-Conversion) rates amid growing V2L.
• Merged native app and React teams to optimize delivery, reduce TAT, and leverage internal React expertise, resulting in team efficiency and cost savings.
• Managed vendor relationships with Google Places, VWO, ImageKit, and others-negotiating cost-effective contracts, saving over $10K annually.
• Led frontend performance enhancements, achieving 90+ Google PageSpeed scores and an Apdex score of 8+ on New Relic.
• Delivered an in-house chatbot, generating 70K+ additional leads/month and expanding top-of-funnel capture.

• Held complete ownership of the NightStay tech vertical, driving end-to-end architecture, development, and team management.
• Continued leadership through the acquisition by Paytm, ensuring seamless tech integration and product continuity.

• Owned and led development for Shiksha's core Listings module (courses and institutes), along with associated features like rankings and category pages.
• Additionally, managed the entire search vertical, ensuring high-performance discovery and relevance across the platform.

• Built iMo Controller, an iPhone app that turned smartphones into video game joysticks.
• Selected as a TechCrunch50 finalist in 2009 for innovation in mobile gaming interfaces.

• Company Overview: A startup incubated in IIT Kharagpur.
• A startup incubated in IIT Kharagpur.
• Built a mobile-first social platform at Minekey, focused on enabling users to share and engage with public opinions on trending topics.
• Designed to support lightweight, real-time discussions within trusted networks.