Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Education
Generic

Ravi Anchala

Papillion,NE

Summary

Experienced Engineer Leader and Architect proficient across multiple Programming Languages, Frameworks and Enterprise Architecture a development and technical implementation. Detail-oriented and quality-driven professional with 15 years of experience and expertise in Payments, Insurance, Telecom, AI, Customer Success, Customer Support and Complaints Management.

Overview

15
15
years of professional experience

Work History

Senior Software Development Manager

PayPal
06.2017 - Current
  • Lead development of enterprise applications for customer support, customer success, complaints, distributed monitoring, and computer telephony interface.
  • Engineered applications & systems using open source, in-house, commercial platforms and frameworks.
  • Achieved remarkable operational efficiency, with applications supporting 13,000 support agents 24/7 with 99.999% availability.
  • Reduced operational costs by optimizing processes and enhancing application performance, resulting in 75% reduction in average customer contact handle time.
  • Unified Task Delivery and Computer Telephony Interface: Built Efficient Voice, Chat, Email Task Delivery Systems in Electron that interacts with Genesys, Telephony and Skill and Decision Management Systems and CRM and brough Operational Efficiencies
  • Unified Messaging Center: Designed Frictionless unified messaging platform that Customer Support Agents can use for customer contacts through PayPal chat, Social Media messaging and email
  • Legal, Regulatory & Escalated Complaints:
  • Complaint Management Automation: Pioneered creation of complaint management platform for PayPal using AI to predict and identify complaints, automate remediation, and resolve issues without human intervention.
  • NextGen Customer Support Solutions: Lead development of building re-imagined next gen CRM workflows moving away from Pega products into Salesforce for cost saving, improved experience and reduced Time to Market.

Member of Technical Staff

PayPal
10.2015 - 06.2017
  • Lead development of new Resolution Center for PayPal dedicated to managing disputes and grievances.
  • Managed applications with peak daily traffic of 30 Millions of views, ensuring efficient data processing and seamless interaction with various systems across PayPal ecosystem.
  • Successfully reduced operating expenses while enhancing self-service channels.
  • Utilized user research findings to translate abstract concepts and requirements into practical planning tools, including journey maps, user personas, and storyboards.
  • Developed site maps, user flows, wireframes, and mockups based on established methodologies, stakeholder input, and user feedback.
  • Designed user interfaces within frontend web frameworks such as React and Redux, as well as backend frameworks like Express.
  • Created prototypes to support research and usability testing, ensuring user-centric design principles.
  • Implemented and maintained Continuous Integration (CI) and Continuous Delivery (CD) practices using tools like Jenkins and Git Hooks.
  • Identified, documented, and reported on technical factors that impacted interface performance, facilitating performance enhancements.
  • Monitored usability, performance, and reliability using tools like Google Analytics and internal Instrumentation Monitors.

Senior Software Engineer

PayPal
09.2012 - 09.2015
  • Migrated one of oldest systems in PayPal to new tech stack from C++ in record time for Consumer facing applications that worked well across devices with Mobile first strategy.
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Trained and mentored junior developers and engineers, teaching skills in Java, C++, Spring and working to improve overall team performance.
  • Improved system performance by applications by reducing load times by 80%
  • Trained and mentored junior developers and engineers, teaching skills in multiple ares and working to improve overall team performance.

Application Engineer

Oracle
01.2011 - 09.2012
  • Developed and maintained features for IRecruitment application as part of Oracle Tools Suite.
  • Reduced defect rate by 85% and improved customer satisfaction

Programmer Analyst

Cognizant Technologies Solutions
01.2011 - 10.2011
  • Identified causes of issues within applications and determined which modifications needed to be made.
  • Collaborated with product management to design, build and test systems.

Assistant Systems Engineer

Tata Consultancy Services
08.2008 - 01.2011
  • Developed, maintained and supported technical infrastructure, hardware and system software components for Canadian Telecom giant.
  • Ensured 99.999% availability and reduced Time to Identify and Time to triage by around 70%
  • Configured, debugged and supported multiple infrastructure platforms to support Test Environments

Education

Bachelor of Science - Computer Science Engineering

Vellore University
Tamil Nadu, India
06.2008

Skills

  • People Management, Project Management, Agile, Cap Credit Management, Resource Planning
  • Java, Spring, Spring Web flows,Spring Boot, Spring Batch, JAX-RS
  • Javascript, React, Redux, Angular, NodeJS, Express, Electron
  • Apache Kafka
  • Oracle, SQL/PLSQL, NoSQL, Cassandra
  • REST
  • C
  • HTML, HTML5, CSS
  • Shell scripting, PowerShell
  • Salesforce LWC, Apex
  • CI/CD Jenkins
  • Design patterns, Data Structures and Algorithms
  • Python, Django
  • Docker
  • Elastic ELK stack, Splunk, Signal Fx
  • AWS, GCP, Azure

Additional Information

Worked on multiple personal projects using Flutter, Django, Docker, Python.

Contributed to open source for NodeJS and Electron.

Timeline

Senior Software Development Manager

PayPal
06.2017 - Current

Member of Technical Staff

PayPal
10.2015 - 06.2017

Senior Software Engineer

PayPal
09.2012 - 09.2015

Application Engineer

Oracle
01.2011 - 09.2012

Programmer Analyst

Cognizant Technologies Solutions
01.2011 - 10.2011

Assistant Systems Engineer

Tata Consultancy Services
08.2008 - 01.2011

Bachelor of Science - Computer Science Engineering

Vellore University

Education

Bachelors of Computer Science Engineering from Vellore University , Tamil Nadu, India

Graduated in May - 2008

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