Supervised-to-autonomous AI contact centre platform
Cloud Communications / CCaaS · Scaling customer experience without scaling headcount
A contact centre platform needed to move from agent-heavy operations to AI-assisted and ultimately autonomous customer experience.
Existing bots lacked real-time intelligence, emotional context, and handoff logic.
- 60–80% of interactions handled by AI — agents supervise, not execute
- 30–45% CSAT improvement
- <1 sec response latency
- 40–60% projected cost savings at scale
Agentic AI with Human-in-the-Loop
Customer Experience / SaaS · AI adoption at scale with reliability and trust
Accelerated AI adoption without exposing production systems to unacceptable risk. Built agentic workflows with HITL prioritization,
blast-radius assessment, and rollback mechanisms.
- 10x developer productivity gain through AI-assisted development
- 40–60% increase in AI adoption
- 30% fewer production incidents via automated risk management
- 25–35% boost in customer satisfaction scores
Monolith-to-microservices migration
Cloud Communications / SaaS · Scalability & deployment velocity
A SaaS communications platform was running on a tightly coupled monolith with weeks-long deployment cycles and cascading failures under peak traffic.
- 60–80% faster deployments — weeks-long release cycles eliminated
- 99.95% uptime achieved — cascading failures eliminated
- 40% improvement in overall system performance
- 25–40% infrastructure cost reduction
Real-time omnichannel engagement platform
Customer Experience / SaaS · Real-time scale at ultra-low latency
Unified fragmented channels with no centralized session context — sustaining 2–3M+ daily events at sub-150ms latency for personalized interactions.
- <150ms sustained event latency at 2–3M+ daily events
- 40% uplift in engagement and interaction success rates
- 20% infrastructure cost reduction through optimized scaling
AWS cloud transformation & DevSecOps
FinTech / Digital Payments · Reliability, compliance & deployment speed
Migrated to AWS with Multi-AZ HA, auto-scaling, CI/CD automation, and DevSecOps controls — enabling real-time analytics and fraud detection readiness.
- 100% uptime at peak load — downtime eliminated
- 5 min deployment time — reduced from 45 minutes
- 30% infrastructure cost reduction
- PCI-DSS, ISO 27001, RBI compliance — audit-ready
ITSM & ITOM implementation
Public Sector / Telecommunications · Centralized network operations at scale
On-premise ServiceNow deployment integrating SolarWinds, Versa, ManageEngine, and Cisco Meraki at scale — with ITSM, ITOM Discovery, and alert management.
- Single NOC console for all alerts
- Automated incident creation — no manual intervention
- Centralized visibility across 3,000 servers, 1,000 nodes, and 3,000 containers
ITSM migration from Freshworks
Manufacturing · ITSM modernization and service desk automation
Migrated to ServiceNow with ITIL-aligned process design, AD/SSO integration, and a custom service portal designed for a global user base.
- 10,000+ users supported across IT and HR at 3 locations
- ITIL best practice implementation
- Custom service portal for improved experience
IT asset management at scale
Chemicals / Manufacturing · Asset lifecycle visibility and control
Replaced Excel-based asset management with ServiceNow discovery-driven asset creation, warranty notifications, and hardware asset workspace.
- Real-time asset monitoring across 20+ locations
- Reduced asset loss through continuous automated monitoring
- Optimized procurement decisions with accurate lifecycle data
App modernization & Server-Driven UI
Banking · Dynamic UI without app store release cycles
Modernized architecture with Kotlin and Jetpack Compose, implementing Server-Driven UI to roll out UI changes instantly while maintaining performance and security.
- Zero app store releases required for UI changes
- Instant feature rollouts via SDUI
- Improved stability under enterprise constraints
AOSP customization & GMS certification
Telecom / OEM · Device certification blockage
Resolved CTS/GTS failures and SystemUI crashes across Android versions, unblocking device launch through targeted AOSP patching and compliant GMS integration.
- 100% CTS/GTS compliance achieved
- Full GMS certification completed on schedule
- Faster device bring-up cycles
Digital menu & ordering system
Food & Beverage / Hospitality · Manual operations and no sales visibility
Built a QR-based digital menu and ordering platform with POS integration and real-time analytics for peak-hour operations.
- 35% reduction in customer wait times
- 22% increase in table turnover
- Menu updates reduced from 2 hours to 2 minutes
Real-time fleet tracking & logistics platform
Logistics / Transportation · Fleet visibility and paper-based operations
Delivered live tracking dashboards, route optimization, and digital proof-of-delivery to replace manual reporting and reduce delivery complaints.
- 18% fuel cost savings
- 98% delivery accuracy
- 65% reduction in customer complaints
- 40% improvement in operational efficiency
Fractional CTO advisory at an inflection point
Advisory · Technical leadership without the full-time hire
Provided senior technical leadership for roadmap sequencing, architecture decisions, and hiring guidance — embedded into the team cadence on a defined monthly scope.
- Architecture reviews and decision support
- Technical due diligence and risk surfacing
- Mentoring for senior and mid-level engineers
- Hiring advisory and interview design