Mallikarjun Ghatti

Amazon Connect Developer with hands-on experience designing, building, and deploying end-to-end cloud contact center solutions on AWS. Built IVR systems covering intelligent call routing, DTMF contact flows, queue management, in-queue callbacks, whisper flows, and agent workspace customisation via the Connect Streams API. Proficient in integrating Amazon Connect with Lex V2, Lambda (Python), and DynamoDB to deliver self-service caller experiences.

Strong foundation in Python, JavaScript, and Node.js with proven ability to independently deliver AWS solutions.

Amazon Connect Developer - Freelance & Independent Projects

(2025-11)

Designed and deployed 2 end-to-end cloud contact center solutions on AWS — covering IVR design, serverless integration, and agent tooling.

• Contact Flow Architecture: Built multi-level DTMF IVRs with intelligent routing for Flight Status, Reservations, and Baggage using inbound, queue, and whisper flows.
• Queue & Routing: Configured prioritized multi-queue routing (P1–P3) and overflow detection to reroute callers based on wait thresholds.
• Callbacks: Deployed in-queue callbacks to preserve position and after-hours capture using Transfer to Queue in callback mode.
• Operations: Managed schedules with timezone settings and holiday overrides; automated after-hours IVR branching via Check Hours blocks.
• Lambda & DynamoDB: Developed Python Lambda functions for real-time DynamoDB lookups by Booking ID to enable dynamic TTS playback.
• Amazon Lex V2: Integrated voice bots with custom intents and production aliases to decouple bot versions from live flows.
• IAM & Security: Implemented least-privilege security by scoping Lambda roles and registering services via Connect instance settings.

Bachelor of Computer Applications - BCA - KLE's JT College, Gadag (2022 - 2025)

PUC - Commerce with Computer Science - SA PU College, Naregal, Gadag (2020 - 2022)