Vipin Nagpal

For more than 14 years, I've been an engineering leader and polyglot technologist. I’ve built teams that turn technical chaos into scalable growth for companies like Zendesk (SaaS), Zaapi (SaaS), Moneysmart (fintech) and Eros Labs (healthcare). My leadership philosophy centers around trust, candor, ownership, and transparency. I believe teams perform best when they feel safe to innovate fearlessly and are aligned on a shared goal.

At Moneysmart, this approach led to the creation of Falcon, a custom CMS that accelerated product launches by 85%.

At Zendesk, this meant unblocking 20+ engineers by decomposing a Ruby monolith into microservices.

I’m now eager to partner with a growth-stage customer-centric organisation—building great teams, improving efficiency, and delivering solutions that matter.

Fractional CTO, Zaapi, Oct 2022 - Oct 2024

I led a strategic pivot from legacy systems to modern AI-driven workflows, improving chatbot accuracy by 30% and customer satisfaction by 25%. I implemented CI/CD pipelines and DORA metrics, reducing incidents by 50% and boosting productivity by 15%. By aligning technical roadmaps with business goals, I drove a 20% increase in user retention.

Engineering Lead, Zenddesk, Mar 2021 - Oct 2022

Hired and led a global team of 20+ engineers, delivering enterprise-grade SaaS features like BYOK and Custom Ticket Statuses. Led the efforts to decompose a Ruby monolith into microservices, reducing SLA breaches by 20%. By collaborating with cross-functional teams, I improved CS/CX workflows, contributing to increased revenue.

Technical Lead, Moneysmart, May 2019 - Mar 2021

I led the development of Falcon, a custom CMS built on Java/Spring Boot and Kafka, accelerating fintech product launches by 85% and cutting costs by $700K. Drove to team to establish a 24/7 incident response framework, reducing MTTR by 40% and improving system reliability. I also fostered collaboration between engineering and marketing teams, driving a 20% revenue increase.

Head of Engineering, Eros Labs, Nov 2014 - Apr 2019

I started as Tech Lead, designing and launching Alternacare, a HIPAA-compliant healthcare platform using Ruby/Rails, Elasticsearch, and AWS. I optimized a million-dollar budget, improving NPS by 15%. I also designed a recommendation engine leveraging Elasticsearch, driving a 20% increase in DAU and a 30% boost in session duration. I grew the engineering team from 5 to 30 members through mentorship and scalable hiring practices.

Senior Software Engineer, Mytime, Mar 2012 - Sep 2014

Architected and developed a scalable multi-tenant appointment scheduling platform for franchise businesses, integrating features like marketplace, CRM, and real-time analytics. I reduced system latency by 30%, improving user satisfaction and platform adoption.

Software Engineer, Vinsol, Aug 2010 - Feb 2012

I designed and implemented WeWork’s tenant engagement platform, enabling seamless communication across 10 locations (at the time). I reduced manual operational tasks by 40% through automation, improving efficiency and scalability.

The Northcap University, Gurugram

Bachelor's, Computer Science, Jun 2006 - May 2010