Brian Kutsop

Promoted Software Engineer (2021) → Senior Software Engineer (2022) → Staff Software Engineer (2026). Lead engineer for the VEP contact-center platform powering all voice, chat, and video communications for Customer Care, Sales, and HR across TurboTax, QuickBooks, Credit Karma, and Mailchimp.

• Owns the platform that can't go down. Lead engineer and primary technical point of contact for a system serving 8.4M customers, 61M voice contacts, and 1.35B API requests per year; sustained zero P0–P2 incidents for 1+ years while leading a team of 11 engineers.
• Re-architected the contact center for multi-region resilience. Drove an active-active / disaster-recovery redesign across 25 services, cutting outage recovery from ~3 hours to ~5 minutes (~97%); ran monthly 24-hour live region-failover gamedays with zero customer impact and partnered with AWS to shape Amazon Connect's Global Resiliency features.
• Built a real-time conversational analytics pipeline (Resolution AI). Pioneered a streaming pipeline that analyzes live conversations to attack the ~20% of contacts left unresolved (a targeted $37–66M in annual cost leakage); included on proposed patent (IDF-14204).
• Used structured-output LLM generation to reclassify contact requests for smarter transfer routing, and built dashboards with AI-generated SQL search and call summaries that opened production data to non-technical users.
• Enabled a $250M revenue target. Built tag-based provisioning to claim and manage 6,000+ business phone numbers at scale, supporting expansion of Intuit's expert and storefront network.
• Created leverage for the whole org. Built an AI-readable documentation framework spanning 31 services so engineers and AI agents can design cross-team architecture in days instead of weeks.
• Chose the simplest safe solution. Deleted 316M call recordings (~2 PB) to meet a compliance deadline via a 15-minute configuration change — zero lines of code.
• Led compliance and cross-org alignment. Led tag-based access-control design for IRS §7216 tax and HR call-recording data with AWS and outside legal counsel, closing major regulatory exposure; serve as the recurring technical bridge across AWS, legal, principal architects, and engineering.

• Founded "Satellite," a pull-based software deployment & configuration system that became Epic's default deployment method. Each endpoint agent downloads installations, verifies them by hash against the expected value, applies configuration updates, and reports results to a central console for administrators — scaling installs from dozens per hour to 200,000+ machines across separate domains and unreliable networks. Designed its security (RSA/AES, JWT) and self-update so the agent never needs a manual re-push.
• Promoted to Team Lead: drove scalability work, ran the urgent-issue "shield" rotation (80% of priority issues resolved within 2 weeks), reviewed designs across 30+ projects, and presented new features to 450+ customer representatives at Epic's annual conference.