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Led the development effort for customizing MS CRM Dynamics software for Amway's global customer care solution. Guided successful rollouts in multiple countries across the globe. 
Currently I am responsible for architecting the future state (more stable and performant) Customer Care solution.

Solution Architect & Technical Lead

Amway - Global Customer Care

January 2015 -till date

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Led the development effort for Amway's knowledge base self-help portal and AI-based chatbot solution (MS Bot Framework, LUIS engine) with a seamless escalation to live agent. Delivered custom insights based on analytics requirements. 

Technical Lead

Amway - AI-based Chatbot & Knowledgebase

July 2017 - Dec 2018

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Worked as a web developer for Amway's custom eCommerce platform - focused on India implementation. Developed reconciliations for Data Quality.

Web Developer

Amway - eCommerce platform

Dec 2013 -Dec 2014

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Liaised with business and functional owners of Maxis to identify their business needs to formulate user requirement specifications. Interfaced with 6 to 7 cross-functional teams and facilitated 4+ medium-to-large scale and 15+ small implementations for broadband applications.  Won Client Satisfaction Award. 

Application Developer

IBM - Maxis (Malaysia-based Telecom client)

January 2015 -till date

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Worked on 6+ medium-to-large scale and 15+ small scale implementations, including web applications and stand-alone software. Responsibilities included creating a solution matrix, an estimation plan, authoring technical design, coding, interfacing with testing team, UAT support and administering production releases.

Application Developer

IBM - Virgin Media (UK-based Telecom client)

September 2006- July 2009

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Created and executed Test Strategies and Test Scripts to ensure the quality of the eCommerce website developed for our Telecom client.

Quality Assurance Engineer

IBM - NTL (UK-based Telecom client)

July 2005 -Aug 2006