Sushovan Chakraborty

ML & GenAI Solutions:

• - Intelligent Case Routing (ICR) – Designed and led an AI-powered routing system for customer incidents, matching cases to the most qualified agents based on expertise, availability, and workload. Reduced resolution time and improved customer satisfaction by optimizing ticket allocation.
• - Querius (Text-to-SQL) – Spearheaded an AI-based solution enabling users to query databases using natural language, automating SQL generation and execution while enforcing data security and role-based access. Increased productivity and reduced dependency on technical teams.
• - Confluence RAG Agent – Built a Retrieval-Augmented Generation (RAG) solution to extract precise answers from large Confluence wiki spaces, enabling faster information retrieval and reducing knowledge search time for new and existing employees.

Java Spring Framework Solutions:

• - Connected Appliances – Optimized HPE system connectivity with customer assets, automated case resolution using metrics, and ensured entitlement-based processing.
• - Machine-to-Machine Controller – Led a solution to streamline remote support client registration across groups, improving collaboration and eliminating redundant contract management. Delivered improved visibility and sharing of customer cases across teams.
• - API Consumerator – Directed a 5-member team to develop a platform simplifying API consumption for 10k+ users, reducing maintenance costs by 20% and improving code quality through standards and test coverage improvements.

• - Developed RESTful APIs using JSON over HTTP/HTTPS customer/device details, device registration, and partner data, enabling faster integration across multiple business units.

• - Project: Myriad – Built scalable SOAP and REST-based web services using Java and Spring Framework.
• - Developed Oracle stored procedures to support complex business logic, ensuring high performance and reliability.