PLN Rahul
Summary
Engineering leader with extensive experience in Java systems at Sprinklr. Focused on customer-centric solutions that align with organizational goals, enhancing product adoption. Utilized generative AI to improve user experience and operational efficiency. Skilled in mentoring teams and fostering innovation to ensure robust solutions that safeguard customer data and platform integrity.
Overview
7
7
years of professional experience
Work History
Director, Engineering
Sprinklr
06.2024 - Current
- Enhanced guided workflows by adding functionalities that served as a backbone for Sprinklr CCaaS customers.
- Pioneered initiatives using generative AI to simplify configuration of complex guided workflows and after-call systems.
- Led backend team for after-call workflows, crucial for automating post-call processes.
- Optimized database calls, significantly improving CPU utilization for voice cases.
- Integrated audio from call recordings through media stitching, enhancing agent screen recording experience.
- Implemented resiliency and security improvements across all modules to protect customer data and platform integrity.
Associate Director, Engineering
Sprinklr
04.2023 - 05.2024
- Directed backend development of agent screen recording, supporting quality management reviews.
- Led backend team for guided workflows, enhancing overall functionality and user experience.
- Enhanced care reporting resiliency and usability for customers through targeted strategic initiatives.
- Oversaw development of customer onboarding features, ensuring smooth integration and user experience.
- Developed agent-initiated cobrowsing features, ensuring maintenance and reliability.
- Mentored new graduates, fostering learning of modules and technologies for self-sufficiency.
Lead Product Engineer
Sprinklr
04.2022 - 03.2023
- Developed new guided workflow functionalities, reducing net average handling time.
- Integrated cobrowsing feature, enhancing real-time agent guidance for customers.
- Managed reporting module, improving customer visualization of key metrics driving decisions.
- Mentored new team members on codebase, tech stack, and best practices.
Product Engineer
Sprinklr
06.2019 - 03.2022
- Achieved significant performance enhancements in database updates by refining update processes, resulting in 70-80% reduction in MongoDB oplog.
- Implemented smart clustering techniques for customer cases and surveys, reducing average handling time and enabling proactive issue resolution.
- Managed reporting module in Sprinklr to visualize key metrics, empowering customers to drive informed business decisions.
- Integrated social messaging channels, including Facebook Messenger and WhatsApp Business, enhancing client communication with customers.
Education
Bachelor of Technology - Electrical and Electronics Engineering
National Institute of Technology
Warangal05-2019
Skills
- Java
- Spring
- Kafka
- Docker
- Kubernetes
- MongoDB
- Elasticsearch
- Redis
- MySQL
- Python
- Groovy
- C
Accomplishments
Part of Technological Entrepreneurship Program(TEP) at the Indian School of Business (ISB) during 2017-19.
Timeline
Director, Engineering
Sprinklr
06.2024 - Current
Associate Director, Engineering
Sprinklr
04.2023 - 05.2024
Lead Product Engineer
Sprinklr
04.2022 - 03.2023
Product Engineer
Sprinklr
06.2019 - 03.2022
Bachelor of Technology - Electrical and Electronics Engineering
National Institute of Technology