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SDE2 @ Urban Company | Building AI Voice & Chat Support Platforms at Scale
</AboutMe>
Hi! I'm Smitesh, a Software Development Engineer at Urban Company, where I work on large-scale platform systems powering customer and provider support experiences across multiple geographies. The platforms I work on handle millions of monthly support interactions across India and international markets.
Over the last few years I've worked across backend services, distributed systems, workflow orchestration, communication platforms and applied AI — from chat-first support platforms and multi-channel voice infrastructure to LLM-powered systems for automation, classification and operational intelligence.
I enjoy owning complex problems end-to-end — from understanding business context and writing design docs to building scalable solutions and driving them to production. My core interests are distributed systems, backend architecture, applied AI & LLM systems, system design and developer productivity. Outside work, I play cricket, game, and explore how AI is reshaping products and everyday experiences.
</Skills>
Tech Stack
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JAVASCRIPT
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REACTJS
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NODEJS
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C++
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LLM / AI
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GITHUB
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GIT
</Experience>
Urban Company
Bangalore, India
- Led evolution of Urban Company's provider-support platform across India and the Middle East, driving chat-first experiences, AI-powered automation and multi-channel communication infrastructure.
- Architected and scaled backend systems across chat, voice and telephony serving 1M+ monthly support conversations and 1M+ monthly voice interactions, enabling multi-geo expansion and seamless channel interoperability.
- Built LLM-powered classification, evaluation and quality-improvement systems using experimentation frameworks and automated analysis tooling, driving ~10% gains in support-routing accuracy.
- Key technical owner for provider-support systems — mentoring junior engineers and driving architecture, design and execution across frontend and backend services.
Urban Company
Bangalore, India
- Delivered platform enhancements that reduced avoidable support interactions and generated ₹2 Cr+ annual savings while improving service fulfillment and operational efficiency.
- Led migration of business-critical workflows from legacy systems to scalable service-oriented architectures, reducing tech debt and improving platform reliability.
- Built automation and self-service capabilities serving high-volume support operations, cutting manual effort while improving resolution efficiency across multiple geographies.
- Developed localization, compliance and operational capabilities that enabled expansion into Middle East markets and supported multi-geo platform growth.
Urban Company
Bangalore, India
- Developed production-grade AI and automation tooling for customer-support operations, focusing on conversational intelligence, ticket understanding and agent productivity.
- Built LLM-powered summarization, response-generation and agent-assist systems that reduced manual effort and accelerated issue resolution for support teams.
- Built conversational automation systems powering customer and partner support journeys while contributing to platform security and compliance (PII encryption) initiatives.
Samsung R&D Institute India
Remote
- Developed virtual-reality integration prototypes exploring synchronization between physical devices and their virtual counterparts.
- Built proof-of-concept solutions using Lua and Roblox-based environments to evaluate immersive interaction workflows.