Abhay Gupta

About Abhay Gupta

With over 18 years of expertise in web services and distributed systems, I am a highly accomplished software engineer with a proven track record of delivering scalable, reliable, and high-performance solutions that consistently exceed customer expectations. My technical proficiencies include Java, Spring Boot, Cassandra, Active MQ, Splunk, AppDynamics, and AWS. As a collaborative leader, I excel at collaborating with cross-functional teams, product managers, and business partners to design and develop innovative architecture and code.Key Achievements- Spearheaded initiatives that substantially enhanced customer satisfaction, match rates, and system scalability- Successfully delivered matchmaking capabilities, resulting in substantial growth in user engagement and API performance- Led a project to reduce legacy resources by a significant percentage, leading to notable cost savings and improved system efficiency- Enhanced team morale and Net Promoter Score (NPS) while substantially reducing incidents- Architected new product launches, transforming TurboTax architecture and accelerating tax form calculations- Developed reusable code and libraries, driving innovation and efficiency in software development.Generative & Agentic AI Initiatives- Real-time Agent Guidance: Developed an agentic AI system for live conversation monitoring, providing real-time suggestions and resources to enhance issue resolution effectiveness- Intelligent Expert Routing: Built an in-house machine learning and RAG system to replace rules-based call routing, leading to improved resolution speed, reduced transfers, and optimized expert utilization- Automated Skill Tagging: Leveraged generative AI to automatically tag expert skills from daily conversations, improving the accuracy and efficiency of skill identification.Accuracy in Matching Customers with the Appropriate ExpertsAI-Powered System Diagnostics: I have developed an AI-powered system that analyzes data across multiple micro-services for real-time issue detection and automated self-healing.More Innovative Projects in ProgressCustomer Problem & Solution Highlights:I have enabled customers to navigate complex financial products by integrating human experts and personalized support directly into product workflows. My solutions include integrating expert systems with real-time feedback and decision-making into product experiences and leveraging AI for personalization.

Experience

1. Senior Staff Software Engineer

   Intuit

   Feb 2025 — Present · San Diego, CA, US

   Generative & Agentic AI Initiatives1. Real-time Agent Guidance: Developed an agentic AI system that monitors live conversations between customers and experts, providing real-time suggestions and resources to improve the effectiveness of issue resolution.2. Intelligent Expert Routing: Built an in-house machine learning and RAG system to replace rules-based call routing, which improved resolution speed, reduced transfers, and optimized expert utilization.3. Automated Skill Tagging: Used generative AI to automatically tag expert skills from their daily conversations, which improved the accuracy of matching customers with the right experts.4. AI-powered System Diagnostics: Engineered an AI-powered system that analyzes data across multiple micro-services to enable real-time issue detection and automated self-healing.5. More in flight stay tuned :) Customer Problem1. Enabled customers to navigate complex financial products by embedding human experts and personalized support directly into product workflows.Solution Highlights1. Embedded expert systems with real-time feedback and decision-making into product experiences.2. Integrated AI to personalize customer journeys and improve engagement efficiency.Technical & Strategic Leadership1. Technical Leadership: Led the architecture of large-scale, event-driven AI/ML platforms and specialized in building scalable, high-performance backend systems.2. Strategic Leadership: Spearheaded the end-to-end design and deployment of new AI-first systems and mentored cross-functional teams in AI and system design.

Education

• Indian Institute of Technology, Roorkee

  Integrated dual degree ( M.tech + B.tech), Computer Science

  2003 — 2008

Skills

• Erp
• Java
• Ruby
• Software Development
• Restful Architecture
• C
• Programming
• Extract, Transform, Load (Etl)
• Crm
• Agile Methodologies
• C++
• Databases
• Rabbitmq
• Ruby on Rails
• Ejb
• Git
• Performance Tuning
• Soa
• Mobile Applications
• Order Management
• Java Enterprise Edition
• Open Source
• Php
• Design Patterns
• Tortoise Svn
• Automation
• Weblogic
• Mongodb
• Javascript
• Supply Chain
• Web Services
• Subversion
• Mysql
• Distributed Systems
• Sql
• Restful Webservices
• Linux
• Service-Oriented Architecture (Soa)
• Shell Scripting
• Jruby