Shivendra Upadhyay

As Senior Manager, Gen AI and Machine Learning at Freshworks, I led strategic AI initiatives focused on innovation, scalability, and customer success. Solutions used by 100+ SDRs and BDRs

Key Contributions

• End-to-End Gen AI Implementation:Developed, deployed, and optimized ML solutions on AWS and GPUs, ensuring high performance and scalability using AKS.
  Delivered robust code quality and operational efficiency.
  
• LLMOps Leadership:Delivered production-grade LLMOps/MLOps workflows leveraging AWS SageMaker and vLLM, streamlining deployment and operations.
  
• Advanced AI Innovations:Built cutting-edge ML, DL, and NLP solutions, fine-tuning LLMs using techniques such as PEFT, DPO, LoRA, instruction tuning, and prompt engineering.
  
• Product Development & Collaboration:Partnered with product managers, CX teams, and leadership to align AI capabilities with product goals, driving customer satisfaction and revenue growth.
  
• Leadership & Management:Scaled the AI team through strategic hiring, performance management, and fostering adoption of advanced AI and LLM solutions.
  

Results-driven leader with expertise in generative AI chatbots, semantic search engines, and image/vision capabilities for enterprise-scale academic content platforms. Skilled in NLP, OCR, and backend solutions for content discovery and Lens development, delivering innovative, user-centric outcomes in fast-paced environments.

Key Contributions

• AI Chatbots:Led the development of multilingual generative AI chatbots using Deep Learning and GEN AI , enhancing customer engagement and satisfaction.
  
• Semantic Search:Architected a robust semantic search engine for discovering diverse academic content such as videos, tests, and books using NLP ,Vector DB ,NoSql ,Kafka etc
  
• Image & Vision Capabilities:Integrated advanced image recognition and analysis into AI chatbots and B2B mobile apps, improving content understanding.
  
• Mobile Lens Development:Managed backend solutions using NLP and OCR for efficient indexing and search functionality for a mobile lens developemnt.
  
• Leadership & Stakeholder Management:Worked closely with stakeholders and CEO to align technical solutions with business requirements and deliver projects on time.
  
• Agile Methodologies:Leveraged agile practices to adapt to evolving priorities, optimize resources, and ensure timely project delivery.
  
• Technical Research:Conducted ongoing research to integrate cutting-edge advancements in AI into product enhancements.
  

Experienced Leader at PayPal India, driving AI-ML strategy, ideation, and budgeting while leading cross-functional teams to deliver scalable solutions. Proficient in PyTorch, TensorFlow, SQL, Hive, and platforms like AWS, Azure, S3, Docker, MLFlow, and ElasticSearch. Expertise in big data tools, NLP, and end-to-end AI development with a focus on innovation and impact.

Key Achievements

• Sentiment Prediction Model:Developed and deployed a Roberta + GRU-based sentiment model for chatbots, achieving 80-85% accuracy and supporting 200+ agents.
  
• Smart Reply System:Designed an NLP-powered Smart Reply solution for PayPal chatbots, integrating transformer models and semi-supervised clustering to provide contextual responses, reducing agent handling time (AHT).
  
• Social Media Sentiment Classifier:Built a real-time sentiment classifier leveraging Kafka, BigQuery, and NLP models to efficiently route customer complaints, enhancing resolution speed.
  
• Team and Stakeholder Management:Led team hiring, mentoring, and performance management, while collaborating with stakeholders to align AI initiatives with business objectives and drive operational efficiency.
  

Accomplished Data Science Leader specializing in telecom systems, failure prediction, and advanced analytics, with expertise in MLOps and deep learning innovations.

• Failure Prediction:Led a team of 5-10 to develop a charging node failure prediction system using CatBoost, Tomek links, and Bagging Classifier, handling 15GB/day of data.

Key Contributions

• Data Analytics:Utilized PCA, SVD, and ElasticSearch for analysis and storage, deploying three real-time prediction models and visualizing insights in Kibana.
  
• Center of Excellence (CoE) Establishment:Founded a Center of Excellence for Data Science, spearheading research on deep learning models and fostering cross-functional innovation.
  
• MLOps Implementation:Streamlined development with CI/CD pipelines, automated retraining, and deployment processes, ensuring accuracy and responsiveness to data changes.
  
• Model Optimization:Delivered SHAP-based explainability in Kibana dashboards, implemented dynamic model selection, and built a BERT-based Q&A module for tailored customer solutions.
  
• Stakeholder Management & Team Leadership:Managed cross-functional teams and collaborated with stakeholders to align data science initiatives with business objectives, driving operational efficiency and innovation.
  

Experienced Leader in Management Consulting, driving data-driven strategies and technology adoption across BFSI, CPG, Retail, Healthcare, and Manufacturing sectors.

Key Contributions

• Business Initiatives:Guided analysts to deliver insights-driven solutions tailored to client business, technology, and market needs.
  
• Data-Driven Strategies:Co-created solutions that align with client objectives, fostering rapid technology adoption through collaboration and stakeholder coaching.
  
• Stakeholder Management:Partnered with stakeholders to bridge gaps between business requirements and technical implementations, ensuring alignment and success.
  
• Programming & Data Analysis:Python, SQL, PySpark, Pandas, NumPy, TensorFlow, ScikitLearn, Keras, Word2Vec, OpenCV, Spacy, Gensim, NLTK
  
• Visualization & Reporting:Tableau, matplotlib, Bokeh, Seaborn
  
• Big Data & Cloud:AWS EC2, Docker, Hive, SVN
  
• Machine Learning & AI:TensorFlow, Keras, ScikitLearn
  

DB/BI Developer at NTT Data, Bangalore, working on the Fidelity DWH Project for the HR and business activity dashboard Digital Dashboard.

Key Contributions

• Business Metrics Development:Designed periodic dashboards, reports, and story points in Tableau to aid decision-making for Fidelity's top management in investment.
  
• Data Handling:Performed data migration, unit testing, and performance tuning in SIT, UAT, and Dev environments.
  
• Requirement Gathering:Collaborated on requirement gathering, enhancements, and data modelling, resolving production defects and providing on-call support to business users.
  
• Technical Tools: Utilised Informatica, PL/SQL, and Tableau for front-end reporting, delivering real-time insights with KPIs to optimize business processes and improve efficiency.
  

Oracle Application Developer at TechMahindra (3.5 years), specializing in PL/SQL development.

Key Contributions

• Functional & Technical Knowledge:Extensive experience in Sales and Marketing and Order Management systems.
  
• Skills:Strong analytical and programming skills with deep knowledge of telecom systems and technical nuances.
  Self-motivated, quick learner, and effective team player.