Uber · Bliss-NXT
Software Engineer (Contract via Accenture)
Bliss-NXT is Uber's internal customer support platform — a unified portal used by 30+ global support teams to resolve driver and rider issues. I've been shipping features on it since September 2024, mostly as the sole engineer on each initiative.
Sole engineer. Replaced a manual, PII non-compliant agent workflow for high-value customers with a fully automated bulk comms and voucher system.
Targeted 70–80% reduction in handling time. Processes ~500 vouchers/month globally.
Built the VI (Visual Identifier) and Resolution Action required for Uber's IGM 1.0 compliance independently. Integrated across buyer and seller app flows.
Directly unblocked Uber's India market launch on the government-mandated open commerce network.
Identified root cause of incorrect refund data shown to agents across the platform. Led migration effort, coordinated across multiple internal teams, and onboarded an external engineer to scale the work.
Fixed agent-facing refund accuracy platform-wide. Cross-team initiative shipped end-to-end.
Designed and shipped Visual Identifiers across ONDC, EST, Moonshot, Cash on Delivery, EATS PRO, Grocery, Tap to Ride, and more — reusable UI components that surface trip/order context to support agents.
Serving global support teams across 30+ countries through a unified platform.
Integrated 25+ Uber internal backend services using React, Apollo, and GraphQL to power modular issue resolution widgets within Bliss-NXT.
Enabled support agents to resolve complex multi-service issues from a single unified portal.