Santanu

Software Development Engineer 3

Flipkart•  September 2023 - Present•  Bengaluru

Collaborate with product managers and other stakeholders to define requirements, design scalable solutions, break down tasks, plan iterations, estimate timelines, and coordinate across teams to deliver on time with full functional accuracy. Responsible for ensuring quality through code reviews, process adherence, mentoring, and knowledge sharing with peers. Led the revamp of Flipkart’s CRM message relayer, which enables real-time updates on the agent UI for events like incoming calls, chats, and incident visibility. Added cross–DC replication with Apache Pulsar for seamless failover and introduced a client-side ack protocol to ensure at-least-once message delivery. The system serves over 25K agents in production and is tested to scale to 80K concurrent agents. Led design and implementation of CX backend systems to launch Flipkart's Hyperlocal business 'Minutes', delivering within 3 months. Spearheaded NFR tests and optimizations for big sale events in 2024, increasing API throughput by 30% for backend system powering CX pages, scaling it to handle 30,000 QPS. Optimized a legacy CRM message relayer system to handle 80K concurrent customer support representatives, up from 50K, enabling Flipkart's Hyperlocal expansion. Re-architected and deployed an Apache Spark-based offline processing system, enabling the operations team to execute bulk actions, including cancellations and returns, with improved efficiency. The transformation from a sync to async system reduced the time required to process 20,000 records from 15-20 minutes to under 1 minute. Led the project end-to-end, defining a roadmap for future migrations. Guided and mentored fellow engineers in scaling up and optimizing multiple systems for big sale events.

Software Development Engineer 2

Flipkart•  February 2021 - September 2023•  Bengaluru

Owned and scaled up the transactional communication system with micro-optimizations to achieve - 93% increase in throughput, 91% lower database load average, 77% lower database CPU usage and 1/200th API call latency. Re-engineered the transactional communication system for improved maintainability, developer efficiency, and faster product-driven changes. Led migration of all communication flows to the new system. Worked on an API gateway to modularize CX pages like 'order details', 'order confirmation', etc., enabling faster feature development and A/B testing capability. Led the integration with a 3rd party vendor for inbound telephony for skill-based routing of inbound calls from customers, resulting in a 90% improvement in connect rates and unblocking additional capabilities. Established team standards for deployment cycles, reducing on-call bandwidth. Involved in hiring as an interviewer for technical competencies for over 150 candidates including fulltime SDE1s, SDE2s, SDE3s, interns, and contract engineers.

Software Development Engineer 1

Flipkart•  February 2019 - February 2021•  Bengaluru

Part of the Customer Experience engineering team, developing and maintaining systems for transactional communications (Email, SMS, PN) between Flipkart and customers. Built multiple cost-cutting features for SMS communications which resulted in annual savings of more than 3.5 Million USD. Created a tool for product managers to generate all possible variants of communication templates written in Apache Velocity template language, quickly achieving SMS compliance with government regulations in India (TRAI DLT).

Software Engineer

Furlenco•  November 2018 - February 2019•  Bengaluru

Backend development of microservices dealing with accounting, billing, invoicing of monthly rentals, and refund processing (integration with external refund providers and refund communications).

Software Development Engineer

MoveInSync•  August 2018 - October 2018•  Bengaluru

Worked on creating Real-time Monitoring Systems using Kafka and Elasticsearch.

Software Development Engineer - Intern

Amazon•  January 2018 - June 2018•  Bengaluru

Worked on RESTful web services dealing with seller onboarding, verification, and identification. Created solutions for removing developer pain points, and improved software release process.