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Dilip Joshi

@dilipjoshi2

Engineering Lead at Persistent Systems building agentic AI for ITSM, including ticket automation that reduced manual triage effort by 53%.

India

Message

At Persistent Systems, I built an in-house agentic AI chatbot for ITSM that supports ticket creation, lookup, and updates through Microsoft Teams and Slack. I also developed ticket auto-categorization that reduced manual triage effort by 53%, along with ticket summaries and RAG-based similar-incident detection.

At HiggsBosonHealth, I started projects from scratch through production launch and built patient lifecycle and telehealth features for a HIPAA-compliant platform. I also led white-labeling and a React Hooks migration, and worked across authentication, analytics, and production support.

Experience

Work history, roles, and key accomplishments

Current

Engineering Lead

Current

Persistent Systems

Mar 2025 - Present (1 year 7 months)

Built an in-house Agentic AI chatbot for ITSM with multiple integrated tools, deployed on Microsoft Teams and Slack. Developed AI agents for ticket auto-categorization, summarization, and similar incident detection using RAG and semantic search.

Python Ruby on Rails React LLM RAG Lang Chain Prompt Engineering Vector Databases AI Agents Tool calling Microsoft Teams Slack REST APIs CI CD

Senior Software Engineer

HiggsBosonHealth

Oct 2021 - Mar 2025 (3 years 5 months)

Started new projects from scratch, owning architecture, codebase setup, CI/CD pipelines, and cloud infrastructure through to production launch. Implemented JWT-based authentication with refresh tokens and biometric login, and built the complete patient lifecycle handling PHI in line with HIPAA.