Bio

Shashank Menon is an accomplished technology leader with 12 years of software engineering experience and 6 years in engineering management. Currently serving as Associate Director of Engineering at Wayfair LLC, he oversees Contact Management and Agent Experience initiatives, managing 30+ engineers across 5 teams spanning North America and India. Throughout his career at Wayfair, Shashank has demonstrated exceptional ability to scale teams and modernize legacy systems. He spearheaded a multi-year transformation that migrated monolithic systems to scalable, high-availability microservices on Kubernetes, enabling the platform to handle up to 100 million contacts monthly. This modernization effort resulted in remarkable improvements: 128% increase in deploys per engineer, 154% increase in monthly deployments, 70% reduction in mean time to detection, and 8.5% improvement in system uptime. Shashank maintains a hands-on "manager-doer" approach, contributing 172 pull requests across 30 repositories in 2024 while personally triaging 75% of reported issues. His technical expertise spans Java, Python, React, TypeScript, and cloud platforms including Google Cloud Platform and AWS. A pioneer in AI-driven solutions, Shashank led the development of Wilma, Wayfair's GenAI-powered customer service assistant, achieving a 2,150% ROI and $1.6M in annualized savings. He also co-led Ticket Automation initiatives using multi-agent AI workflows, presenting directly to the CTO and Board of Directors as part of Wayfair's GenAI strategy. His impact extends beyond technology to business outcomes, having launched Digital Channels that cover 32% of contact volume and delivered over $20M in cost savings through the Routing & Assignment platform. Under his leadership, teams achieved 20% productivity improvements in specialized services and 15% reduction in call handle times. Shashank holds a Master's in Computer Science from Rochester Institute of Technology and a Bachelor's in Computer Engineering from Mumbai University. His innovations have earned him a patent for Machine Learning Techniques for Intent-Based Routing and recognition as part of Wayfair's Outstanding Technology Team. He is fluent in English, Hindi, Gujarati, and Malayalam, bringing multicultural perspectives to his leadership approach.