PolyAI

PolyAI is the leading provide of enterprise AI agents for customer service. PolyAI resolves millions of customer service inquiries on behalf of the world's most trusted brands, providing engaging and lifelike experiences that feel like talking to a real person.

Technologies Used

React
Next.js
TypeScript
TailwindCSS
ShadCN
React-Flow
Python
PostgreSQL
Redis
Prisma
Swagger
LLM
AWS

Overview

Built a voice agent platform for enterprises to design, deploy, and monitor human-like AI voice agents across regulated industries. Led development of AI Voice Agent Design Studio and observability tooling to support flexible agent design and production monitoring.

Roles

Senior Software Engineer

Oct 2022 - Present
New York, NY, United States
  • Maintained and enhanced the frontend application using React, Next.js, TypeScript, TailwindCSS, and ShadCN to provide a seamless interface for managing voice agents and resources. - Designed and implemented a modernized voice agent editor leveraging React-Flow, improving usability and streamlining agent configuration.
  • Developed and optimized real-time analytics dashboards with Apache ECharts, implementing performance improvements for high-volume data visualization.
  • Engineered TypeScript APIs and backend services integrating Twilio with advanced LLMs (GPT, Claude, Gemini), enabling robust configuration and reliable execution of AI voice agents.
  • Contributed to SDKs (TypeScript & Python) to provide developers with streamlined access to API services.
  • Integrated PostgreSQL as the primary database through Prisma ORM and introduced Redis as a caching layer to improve backend performance and scalability.
  • Integrated Stripe API for subscription management, implementing secure billing workflows and enabling customers to manage payments and plans seamlessly.
  • Managed cloud infrastructure on AWS using AWS CDK, ensuring scalable, reliable, and cost-efficient deployments.
  • Implemented product analytics via Posthog, enabling data-driven insights and improving customer support capabilities.
  • Authored and maintained customer documentation using Mintlify and MDX, improving onboarding and knowledge-sharing across teams.
  • Led on-call support rotations, performing incident triage and root-cause analysis, and driving immediate resolutions alongside cross-functional teams to reduce downtime and strengthen system reliability.