Kriti Gupta

KG

Looking for a job

Kriti Gupta

@kritigupta3

Senior Principal Support Engineer at 3CLogic Technologies, designing Voice AI agents and resolving complex CCaaS failures.

What I'm looking for

I'm seeking a leadership role at the intersection of AI, CCaaS, and support operations.

At 3CLogic Technologies, I own Voice AI end to end across portal configuration, the AI Hub frontend, and the VoiceChain STT/LLM/TTS backend for 10+ enterprise tenants. I design and configure agents with guardrails, step-by-step flows, tool calls, and contextual handoffs to human agents.

I lead a team of four support engineers and serve as functional lead across Voice AI, IVR/IM, reporting, and integrations. I trace call timelines across telephony and event layers, and have resolved issues including Azure OpenAI latency and Deepgram transcript failures.

Experience

Work history, roles, and key accomplishments

CT

Current

Senior Principal Support Engineer

Current

3CLogic Technologies

Feb 2020 - Present (6 years 8 months)

Lead a team of 4 support engineers and serve as functional lead across all modules, owning issue prioritization, hiring, and critical escalations. Own Voice AI end-to-end for 10+ enterprise tenants, designing agents and diagnosing STT/LLM/TTS defects.

Voice AI LLM IVR CTI SIP Kafka Grafana Loki Deepgram ElevenLabs Azure OpenAI AWS ServiceNow Root Cause Analysis Team Leadership

CD

Senior Software Engineer

Cignex Datamatics

Sep 2019 - Feb 2020 (5 months)

Managed enterprise client relationships and led AQT/DB2 implementation, ACL management, and DCA/Imagine data import/export.

DB2 ACLs Data Import Export Client Management

TM

Associate Software Engineer

Tech Mahindra

Aug 2016 - Sep 2019 (3 years 1 month)

Led 24/7 offshore shift operations, task assignment, and new-hire training. Owned production Java environment as primary contact for HMC outages.

Java Production Support Deployment Patching Change Management Team Leadership

Education

Degrees, certifications, and relevant coursework

SE

ServiceNow

ServiceNow Fundamentals Certification, ServiceNow

2020 - 2020

ServiceNow Fundamentals Certification obtained in 2020.

BU

Banasthali University

Bachelor of Computer Applications, Computer Applications

2013 - 2016

Bachelor of Computer Applications (BCA) from Banasthali University, completed in 2016.

Tech stack

Software and tools used professionally

Amazon EC2

Amazon S3

Pandas

MySQL

Oracle

Redis

Jira

JavaScript

Python

Java

Loki

Kafka

Amazon SQS

Grafana

Kibana

New Relic

Confluence

Amazon Kinesis

AWS Lambda

sso

WebRTC

Amazon Athena

ServiceNow

Postmark

Bash

AWS

Availability

Looking for a job

Location

India

Authorized to work in

Salary expectations

3500k+ INR

Social media

Job categories

Support Engineer Support Operations Manager

Skills

Technical Support CCaaS Voice AI Agent Design Escalation Management Root Cause Analysis IVR CTI SIP WebRTC Call Tracing Kafka Event Based Pipelines Log Analysis Monitoring And Debugging Distributed Systems

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