February 2020 — Present
Luware BLR
Principal Senior Engineer Current
Belarus (Remote)
Developed a scalable Software-as-a-Service (SaaS) solution leveraging Microsoft technologies to empower call centres with highly configurable call handling workflows, optimising agent efficiency and customer experience.
- Led the development of a new workflow engine, resulting in improvement in call routing efficiency.
- Provided accurate estimations for development efforts.
- Designed the architecture for new reporting functionalities, enhancing data visibility for call centre managers.
- Mentored junior developers, improving team velocity.
- Improved observability and production diagnostics by introducing an automated "debug package" export feature, reducing investigation time for support and engineering teams.