Senior Software Engineer · Best Buy India · Bengaluru, India

Anshul Akotkar

Frontend-heavy full-stack engineer building AI-powered experiences at scale.

I build web and mobile products that millions of people rely on. At Best Buy I lead the post-purchase Service Triage platform — an LLM-powered, agentic support experience that serves 8M+ customers a year across web, app, chatbot, IVR and associate tools.

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service-triage / orchestrator
  1. customer.intent“My laptop won’t charge” + order history
  2. orchestrator.agentGemini on Vertex AI — plans & routes
  3. ├─ vision.subagentphoto · video · live camera
  4. ├─ voice.subagentIVR · speech
  5. └─ mcp.toolsorders · warranty · scheduling
  6. → resolutionIn-home repair appointment booked
~1B requests at holiday peak● live
Revenue contribution thanks to Service Triage
Annual support cost saved by Service Triage
Customers a year across 5 touchpoints
Requests handled at holiday peak
Drop in service abandonment

About me

9 years of shipping products people use

  • React
  • Next.js
  • React Native
  • Node.js

I've spent 9 years building products with React, Next.js, React Native and Node.js. My sweet spot is the frontend, but I own features end to end — from API design and middleware to CI/CD pipelines, deployments and production monitoring.

At Best Buy India I work on the Self Service Rapport team. We replaced a rigid, menu-driven support flow with a context-aware experience grounded in each customer's purchase history and intent. It routes people to the right option — remote support, chat, an in-store or in-home appointment, or a repair through our insurance partner — and handles close to a billion requests at holiday peak.

Lately I've been going deep on agentic AI: an orchestrator agent with sub-agents that understand text, photos, video, live camera and voice, built on Gemini via Vertex AI, plus MCP clients and servers that connect our agents to internal services and let other teams reuse them.

I also enjoy the people side of engineering — mentoring engineers, leading the team, and writing the docs and processes that make everyone faster.

Selected work

Impact I’ve shipped

Production systems, not side projects — built for millions of customers and the teams behind them.

Flagship · Best Buy India · Lead engineer

Service Triage platform

An LLM-powered, agentic post-purchase support experience. It replaced a rigid menu flow with context-aware routing — remote support, chat, in-store or in-home appointments, or repair through our insurance partner.

$20–25M
saved / year
8M+
customers / year
5
touchpoints
  • Next.js
  • React Native
  • Node.js
  • Gemini · Vertex AI
  • Web · App · Chatbot · IVR

Agentic AI

Multimodal agents + MCP

Orchestrator with sub-agents for text, photos, video, live camera and voice. MCP servers expose internal services to other teams.

  • MCP
  • Sub-agents

Scale

Holiday-peak ready

Close to a billion requests at peak, with service abandonment down from 50% to 30%.

Delivery

Commit → production

Multi-environment pipelines across OpenShift, AWS EKS and GCP.

  • GitHub Actions
  • OpenShift
  • AWS EKS

Observability

Knowing what prod is doing

Dashboards and alerts on failure rates, plus mobile session tracking.

  • Kibana
  • Dynatrace

Leadership

Making the team better

Mentoring engineers, leading the team, and writing the architecture docs and processes.

  • Mentoring
  • Architecture docs

Core skills

What I work with

017 skills

Frontend

Fast, accessible interfaces for web and mobile.

  • React
  • Next.js
  • React Native
  • TypeScript
  • JavaScript (ES2023+)
  • HTML & CSS
  • Web performance
025 skills

Backend & APIs

Services and contracts the frontend can trust.

  • Node.js
  • REST APIs
  • GraphQL
  • Middleware
  • API design
036 skills

AI & Agents

LLM features that ship to production.

  • Agentic workflows
  • Orchestrator / sub-agent design
  • Model Context Protocol (MCP)
  • Gemini on Vertex AI
  • Multimodal input (text, image, video, voice)
  • Human-in-the-loop guardrails
046 skills

Cloud & Delivery

From commit to production, repeatably.

  • GitHub Actions
  • Artifactory
  • OpenShift
  • AWS EKS
  • Google Cloud (GCP)
  • Multi-environment deployments
054 skills

Observability

Knowing what production is doing.

  • Kibana dashboards
  • Dynatrace
  • Alerting on failure rates
  • Mobile session tracking
064 skills

Leadership

Making the team better, not just the code.

  • Technical leadership
  • Mentoring
  • Architecture docs
  • Engineering process

Let's talk

Let's build something people rely on.

Open to conversations about frontend platforms, agentic AI and engineering leadership.

anshul041094@gmail.comGitHubLinkedIn