Software Engineer (Remote) at Accordia Global Sdn. Bhd

Built a comprehensive internal Knowledge Base system to help support teams retrieve consistent answers faster — cutting average response time by 50% (from 30 seconds to 15 seconds). Collaborated with the AI team to implement schematic search for more relevant results. Integrated Vonage API to enable WhatsApp message delivery through automated campaigns with real-time Meta approval tracking, reducing manual checks and enabling campaigns up to thousands of messages per blast and improving campaign workflow efficiency by 30-40%. Integrated a fixed chat interface into the desk ticketing system, enabling support agents to manage tickets and chat with users simultaneously — reducing context switching and increasing ticket-handling capacity by ~20%. Redesigned the live chat portal based on UI/UX guidelines, improving visual consistency and user experience, contributing to increased satisfaction by 15–20%. Investigated and resolved production issues, resolving 5–10 issues per month, ma