Junaid Mollah

Delivers specialist-level technical consultation (P3 support) for the Vonage Video API, possessing deep domain knowledge of Tokbox and Unified's client SDKs (JavaScript, Android, iOS). Expertise includes debugging, complex integration, and scalable video solution design. Providing as the Dedicated Support Engineer (DSE) for a portfolio of 7 high-revenue enterprise accounts across Telehealth, Telemedicine(country's largest), Webinar SaaS, Edtech, Secure IT services, Cultural/ Non-profit, and Security-tech segments, providing high-touch technical ownership and stability for platforms critical to European and Middle-East digital infrastructure.

Served as an active KCS Publisher, authoring and auditing a comprehensive library of internal documentation, engineered specialized troubleshooting workflows for complex Kibana-based log analysis to resolve critical publisher/ subscriber-side issues and participant side anomalies.

Video Support Specialist Engineer - Vonage Business Communications Pvt. Ltd. - Bangalore, India (Remote)

(2025-06)

• Delivers specialist-level technical consultation (P3 support) for the Vonage Video API, possessing deep domain knowledge of Tokbox and Unified's client SDKs (JavaScript, Android, iOS). Expertise includes debugging, complex integration, and scalable video solution design.
• Providing as the Dedicated Support Engineer (DSE) for a portfolio of 7 high-revenue enterprise accounts across Telehealth, Telemedicine(country's largest), Webinar SaaS, Edtech, Secure IT services, Cultural/ Non-profit, and Security-tech segments, providing high-touch technical ownership and stability for platforms critical to European and Middle-East digital infrastructure.
• Served as an active KCS Publisher, authoring and auditing a comprehensive library of internal documentation, engineered specialized troubleshooting workflows for complex Kibana-based log analysis to resolve critical publisher/ subscriber-side issues and participant side anomalies.
• Developed and spearheaded the Video Skill Matrix and API Skill Checklist, a data-driven competency mapping tool used in monthly reviews to identify team technical gaps and facilitate targeted Knowledge Transfer (KT) sessions.
• Directly triages and authors JIRA bug reports, collaborating with core Engineering teams to perform root-cause analysis (RCA), validate and deliver immediate workarounds and permanent resolutions for platform-level defects.
• Pivots to Communication Manager during high-severity incidents, bridge-linking engineering teams with public status-page updates and providing executive-level technical briefings to account admins.

Developer Support Engineer 2 - Twilio Inc. - Bangalore, India (Remote)

(2022-01 - 2025-06)

• Achieved superior operational efficiency by personally resolving over 1,200 complex technical tickets and creating 150+ JIRA issues for engineering teams. This effort contributed to a team CSAT of ∼4.8/5.0 and 99% SLA adherence in the EMEA region, significantly exceeding target KPIs for quality resolution and timeliness embedded per quarterly OKRs.
• Resolved advanced, cross-product issues for global developers, delivering expert technical support across 10+ core Twilio product lines (Flex, Studio, Functions, TaskRouter, Programmable Video, Conversations, Notify, Event Streams, Sync, Autopilot, Serverless, Frontline) using 7+ major programming languages (Node.js, Java, Python, C#, Go, Ruby, PHP, cURL) and 3 primary SDKs (JavaScript, Android, iOS).
• Functioned as one of the core Escalation Specialist for complex Twilio Flex contact center deployments, specializing in TaskRouter routing, custom plugin development, and resolving issues through meticulous analysis of HAR logs, browser console data, and API tracing using internal tools.
• Accelerated ticket resolution time to an average of 8 days for full resolution (including complex escalations), dramatically reducing customer downtime by applying deep-dive debugging and root cause analysis.
• Acted as a crucial technical liaison, collaborating directly with Engineering and Product teams to triage and resolve escalated bugs, contributing to product reliability and recommending optimizations for platform scalability.
• Cultivated developer self-service and team efficiency by creating and refining internal knowledge assets, troubleshooting guides, and incident response playbooks, leading to a measurable reduction in repeat escalations by 10%.
• Strengthened global team expertise by mentoring new hires and delivering specialized training sessions on Flex customization, video deployment lifecycles, and advanced debugging techniques, enhancing team on-call readiness.
• Partnered with high-profile and strategic customers (EMEA/NAMER) to design tailored integration solutions, review customer code, and troubleshoot major deployment blockers, ensuring seamless adoption of new Twilio products for their business-usecase.
• Managed incident on-call escalation rotations for 6 months per year (including weekend shifts, performed outside of regular duties), driving swift resolution by diagnosing affected components, coordinating efforts via Zoom bridges, and posting transparent, real-time status updates with extremely tight and short-lived SLA deadlines on Twilio's status page.
• Trained and mentored over 10 colleagues in comprehensive incident management workflows and status-page communications.

Programming Analyst - Cognizant Technology Solutions Corp. - Chennai, India

(2021-07 - 2021-12)

• Participated in the foundational phase of a Full-Stack Engineering Traineeship within the Integrated Java Department, focusing on core concepts in web development, cloud, and microservices architecture.
• Accelerated acquisition of core full-stack competencies, including Enterprise Java (back-end development), Front-End Scripting (UI/UX construction), and Real-Time Database Management for query optimization.
• Trained in industry-standard design principles for programming quality and AWS microservices integration, establishing a strong theoretical and practical base for quality code production.

MERN-Stack Engineer - Manomaya Software Services - Hubballi, India (Internship)

(2021-02 - 2021-07)

• Designed, developed and launched a full-stack web application for virtual competitions, successfully serving the HUBLI-DHARWAD regional market and engineered for scalable, nationwide expansion.
• Managed end-to-end client relations, ranging from advanced troubleshooting and support to comprehensive business requirement analysis and solution implementation.
• Spearheaded a cross-functional intern team as Team Leader, successfully integrating code from multiple development streams to achieve final website delivery.

M.B.A. - Business Analytics - BITS Pilani, WILP Program (2024-01 - 2026-01) Pilani, India

B.E. - Computer Science and Engineering - KLE Technological University (2017-08 - 2021-07) Hubballi, India

Senior Secondary - Science Stream - J.H.Ambani Saraswati Vidyamandir (2017-04) Surat, India