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I'm a senior software engineer with extensive experience building AI-powered, scalable systems across contact centers, SaaS platforms, and machine-learning driven analytics. I lead cross-functional teams to deliver high-impact solutions that improve performance, customer experience, and operational efficiency. I'm adept at applying modern technologies to optimize business processes, including NLP and AI-powered features for conversation analytics, dynamic scripting for agent coaching, and scalable architecture. I enjoy mentoring engineers, promoting code quality, and shaping robust systems that enable teams to ship reliable software at scale.…I'm a senior software engineer with extensive experience building AI-powered, scalable systems across contact centers, SaaS platforms, and machine-learning driven analytics. I lead cross-functional teams to deliver high-impact solutions that improve performance, customer experience, and operational efficiency. I'm adept at applying modern technologies to optimize business processes, including NLP and AI-powered features for conversation analytics, dynamic scripting for agent coaching, and scalable architecture. I enjoy mentoring engineers, promoting code quality, and shaping robust systems that enable teams to ship reliable software at scale.

Mason Chan

Full Stack Developer, Back-End Developer, AI Engineer, +5

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I'm a senior software engineer with extensive experience building AI-powered, scalable systems across contact centers, SaaS platforms, and machine-learning driven analytics. I lead cross-functional teams to deliver high-impact solutions that improve performance, customer experience, and operational efficiency. I'm adept at applying modern technologies to optimize business processes, including NLP and AI-powered features for conversation analytics, dynamic scripting for agent coaching, and scalable architecture. I enjoy mentoring engineers, promoting code quality, and shaping robust systems that enable teams to ship reliable software at scale.…I'm a senior software engineer with extensive experience building AI-powered, scalable systems across contact centers, SaaS platforms, and machine-learning driven analytics. I lead cross-functional teams to deliver high-impact solutions that improve performance, customer experience, and operational efficiency. I'm adept at applying modern technologies to optimize business processes, including NLP and AI-powered features for conversation analytics, dynamic scripting for agent coaching, and scalable architecture. I enjoy mentoring engineers, promoting code quality, and shaping robust systems that enable teams to ship reliable software at scale.

Available to hire

I’m a senior software engineer with extensive experience building AI-powered, scalable systems across contact centers, SaaS platforms, and machine-learning driven analytics. I lead cross-functional teams to deliver high-impact solutions that improve performance, customer experience, and operational efficiency.

I’m adept at applying modern technologies to optimize business processes, including NLP and AI-powered features for conversation analytics, dynamic scripting for agent coaching, and scalable architecture. I enjoy mentoring engineers, promoting code quality, and shaping robust systems that enable teams to ship reliable software at scale.

Skills

Experience Level

Expert

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Intermediate

Intermediate

Language

English

Fluent

Work Experience

Senior Software Engineer at Yes Energy

May 1, 2024 - Present

Led the transition to a microservice architecture using Node.js, Nest.js, and GraphQL, achieving a 65% reduction in system latency and improved core service responsiveness. Introduced LL.M.-driven automation for data modeling and forecasting, cutting manual reporting time by 50% and enhancing predictive analytics for better decision-making. Architected and led the development of a scalable energy analytics platform handling 1M+ real-time data points daily, delivering actionable insights for stakeholders. Directed a cross-functional team, emphasizing code quality, best practices, and hands-on mentoring.

Staff Software Engineer at Balto

October 1, 2021 - April 1, 2024

Developed AI-driven real-time guidance solutions for contact center agents, improving sales performance and reducing training time by 12 hours per agent. Implemented ML models using NLP to optimize conversation analysis, increasing exit rates and reducing handle time. Enhanced customer experience through AI-powered compliance monitoring flagging risks during calls to ensure full regulatory adherence and prevent costly missteps. Led the integration of dynamics scripting and coaching features to maintain authentic, efficient conversations while covering essential sales points.

Senior Software Engineer at Khoros

March 1, 2020 - October 1, 2021

Led the development of scalable and customizable solutions for Khoros Communities, enhancing user engagement and community-driven support for major clients like HughesNet, Canon USA, and Macmillan Learning. Worked closely with cross-functional teams to integrate AI-powered features into Khoros' platform, driving 15% higher solution-to-topic ratios and improving NPS scores by 58.8% for course completers.

Senior Software Engineer at Uptake

November 1, 2014 - August 1, 2019

Spearheaded the migration from legacy platforms to Next-Generation Khoros Communications, improving community interaction and streamlining content management for clients in the education, healthcare, and consumer industries. Mentored junior engineers, promoted code quality standards, and contributed to the platform's architecture, ensuring consistent delivery of high-quality, high-performance software solutions.

Senior Developer at Isobar U.S.

November 1, 2013 - November 1, 2014

Developed web applications used by over 10,000 users, improving workflow efficiency across multiple business units. Built and maintained rich frontend applications with React, Angular, and TypeScript, enhancing user experience and reducing page load time by 3.5%. Conducted thorough code reviews with a focus on maintainability, code hygiene, and scalable architecture to ensure long-term codebase health. Built dynamic, data-rich dashboards using React, TypeScript, and D3.js, enhancing reporting accuracy and user engagement.

Software Engineer II at Orbitz Worldwide

January 1, 2011 - November 1, 2013

Developed and maintained internal web applications used by over 5,000 employees. Designed and deployed RESTful APIs and backend services that reduced data retrieval time by 10%. Partnered with UX teams to modernize legacy interfaces, leading to a 25% increase in user engagement and a 25% improvement in support ticket handling times.

Staff Software Engineer at Khoros

March 1, 2020 - October 1, 2021

Led the development of scalable and customizable solutions for Khoros Communities, enhancing user engagement and providing community-driven support for major clients such as HughesNet, Canon USA, and Macmillan Learning.

Senior Developer at Isobar

November 1, 2013 - November 1, 2014

Developed and maintained web applications used by over 10,000 users; improved workflow efficiency across multiple business units. Built dynamic dashboards with React, TypeScript, and D3.js; integrated AI-powered analytics and improved reporting accuracy.