AI Ops Engineer at NCS Technologies Private Limited (2026-01 – Present)
- Been a core part in the end-to-end development and deployment of a Singapore and China-based IVR project using Amazon Connect, Amazon Lex, Bedrock, and other AWS services, successfully achieving implementation.
- Working as an Amazon Connect Developer, building advanced AI-powered contact center solutions and intelligent chat/call experiences.
- Built and enhanced Amazon Lex bots with QnA intent, improving automated query resolution and reducing agent dependency.
- Collaborated on AI agent orchestration frameworks, integrating multiple services for end-to-end intelligent automation.
- Implemented rich chat capabilities including carousel UI, quick reply buttons, file attachments, and linear message flows with redirect links.
- Enabled WhatsApp integration with Amazon Connect, expanding omnichannel customer support capabilities.
- Worked on Amazon Connect Predictive Insights (Preview) for intent prediction before call connection, improving routing efficiency.
- Developed post-call intelligence and automation solutions using AI to summarize interactions and trigger follow-up actions.
- Implemented sentiment analysis for customer interactions, enabling better decision-making and escalation handling.
- Built and orchestrated Bedrock-based AI agents, leveraging Agentic AI concepts for workflow automation and decision-making.
AWS Connect Developer at Cognizant Technology Solutions (2023-12 – 2026-01)
- Played a key role in end-to-end development and deployment of a Canada and US based IVR project using Jenkins, Terraform, Docker, and Kubernetes, achieving successful implementation.
- Designed and implemented complex IVR call flows leveraging AWS Connect, Lambda, S3, Secret Manager and DynamoDB for seamless caller interaction and data management.
- Successfully migrated a Genesys Cloud IVR system to AWS Cloud, enhancing system performance and operational efficiency through strategic optimization.
- Developed AWS Lambda functions in Python 3.8 to integrate with external APIs, facilitating data retrieval and synchronization with DynamoDB for real-time updates.
- Engineered customized AWS Lex bots with voice and DTMF input capabilities, integrating them via code hooks with Lambda functions, Bots facilitated automated tasks such as authorization, transaction handling, and seamless agent escalation.
- Developed custom Agent Workspace (Views) with features like: Canned / predefined responses for agents, Third-party application redirection, Improved agent productivity and workflow optimization.
- Configured and optimized contact center operations, including queue management, quick connects, and routing profiles, to streamline customer service delivery and enhance agent productivity.
- Utilized AWS CloudWatch for proactive monitoring and troubleshooting, ensuring high availability and performance of IVR systems and associated services.
- Implemented advanced IVR functionalities such as DTMF and Lex flows, Estimated Wait Time, voicemail, callback services, self-service IVR, and Holiday routing to enhance customer experience and operational efficiency.
CIM Cloud Developer Intern at Cognizant Technology Solutions (2023-07 – 2023-11)
- Developed an IVR (Interactive Voice Response) system enhancing customer and employee experience within the organization. The system enables employees to check ticket status and allows customers to resolve queries effortlessly by dialing a phone number and interacting with a smart bot, facilitating voice-driven interactions.
