Aditya Narain

Senior Engineering Manager | Boston, MA

Engineering leader with 11+ years building and scaling AI platforms, enterprise tooling, and high-performing teams. Currently leading 15+ engineers across two platform teams at Wayfair — the Experience Orchestration Platform (XOP), a stateful workflow orchestration engine powering post-order experiences across storefront, agent, partner, and conversational channels (chat/SMS/voice); and the enterprise ticketing platform team serving hundreds of agents with 99.9%+ availability.

Download Resume LinkedIn GitHub

Career

Experience

Senior Software Engineering Manager

Wayfair

Boston, MA 2019 – Present

Organizational Leadership

Lead and grow a 15+ person engineering organization spanning Ticketing and AI/XOP platform teams — own staffing, performance calibration, and career pathing across IC and management tracks.
Grew multiple engineers to senior/staff level; established brown bag sessions, Tech Transformation Initiatives (TTR) in scoping, and structured mentorship programs.
Engineering owner for platform strategy, influencing Director-level roadmap prioritization and aligning with Product, Operations, and Data Science stakeholders.

AI Virtual Assistant & Experience Orchestration Platform (XOP)

Owned the engineering strategy for an in-house AI Virtual Assistant built on Vertex AI, enabling customers to self-resolve post-order issues. Reduced Follow-On Contact Rate (FOCR) by 45%, directly lowering cost-to-serve.
Led the implementation of the Policy Management Service with Staff Engineering and Product — centralized enforcement of post-order policies across AI-driven and agent-assisted workflows, aligned with business stakeholders.
Drove XOP platform strategy: composable workflow engine (UI + non-UI) that improved developer velocity by 60% — reducing build time from a full quarter to ~15 days.
Own RAG-based retrieval pipelines, LLM-powered decisioning, and automated multi-step customer experiences at production scale.

Enterprise Ticketing Platform

Own the enterprise ticketing platform (Jira Service Management), serving thousands of agents globally across multiple business lines with 99.9%+ availability targets.
Lead Jira DC → Cloud migration: designed API/webhook gateways decoupling 20+ consumers, coordinated LTS upgrades with Infra, DB, and Atlassian.
Launched proactive monitoring autoclose (Pub/Sub, Kafka, Scribe) — reduced manual ticket operations ~30%.
Established SLO-driven reliability culture: Datadog/Grafana observability, blameless incident reviews, production readiness standards.

Associate Senior Software Engineer

Oracle Cerner

Kansas City, MO 2014 – 2019

Engineered and optimized core RevenueCycle platform components (healthcare billing), improving application performance by 50%+ through parallel processing.
Identified and remediated critical security vulnerabilities in production systems serving hospital networks.
Mentored junior engineers, led technical onboarding, and drove code quality improvements across the team.

Software Engineering Internships

Network Automation • Teradata

California 2013 – 2014

Built network automation software features and worked with Amazon EC2 / MapReduce for large-scale data processing.
Designed stress-testing frameworks and database integrity tools for distributed cluster environments.

Aditya Narain

Experience

Skills & Technologies

Education