Divvyam Kapoor
CX Engineering | Driving Enterprise CX, Automation & AI in Support Ops | IIM PM | SQL, APIs, AWS | CSM®| ITIL | CX Excellence
- Role
- Lead Engineer - Development at Celigo
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Divvyam Kapoor
I’m a customer-first Lead Product Support Engineer specializing in scaling support…
Experience
Lead Engineer - Development
Oct 2023 — Present · Hyderabad, IN
Leading the comprehensive technical support and CX engineering for both Prebuilt and Integrator Platform.2. Created MS-SQL procedures and shell scripts that enabled faster troubleshooting and reduced resolution time for the CS team.3. Implemented an AI chatbot for the CX team to perform basic issue analysis and retrieve similar past reported resolutions and troubleshooting from JIRA, Slack, and Zendesk, improving efficiency in identifying recurring issues. This has saved 265 hours/month for the CS team.4. Conceptualised and led the development of an AI bot to auto-summarise ticket activity for leadership, saving 90+ hours/month by streamlining access to ticket insights.5. Managed projects related to customer onboarding, scoping, and go-live.6. Configured infrastructure alerts with Grafana to proactively detect service anomalies.7. Spearheaded support workflow optimization using the ITIL framework, improving SLA compliance by 25%.8. Collaborated with the development team to enhance error management on the UI, enabling customers to resolve issues more quickly and efficiently.9. Facilitated cross-functional collaboration to ensure timely resolution of customer issues across product, engineering, and support teams.
Education
DIT UNIVERSITY
Bachelor’s Degree
2013 — 2017
Indian Institute of Management, Indore
Postgraduate Program
2022 — 2023
PMS Public School, Moradabad
10+2
2012 — 2013
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