Meareg Gebru

AWS Contact Center Engineer and Amazon Connect Specialist with 9+ years of cloud engineering experience, including 6+ years designing, developing, and supporting enterprise Amazon Connect and Nice CXone solutions at Optum. Hands-on experience building contact flows, IVR logic, queues, routing profiles, Lambda integrations, backend API workflows, and AWS-based contact center modernization for SGS clients including ARIA, MALTSS, and TACC. Strong AWS and DevOps background across Lambda, DynamoDB, API Gateway, EventBridge, S3, IAM, VPC, CloudWatch, CloudFormation, Terraform, GitHub, Jenkins, Python, Bash, and PowerShell.

Known for translating business routing requirements into scalable, secure, and operationally reliable contact center solutions. Recently completed foundational AIML training covering Generative AI, LLMs, RAG, embeddings, vector databases, AWS Bedrock, and Amazon Titan to support future AI-driven contact center modernization.

Software Engineer / AWS Contact Center Administrator - Optum - Reston, VA

(2020-06)

• Designed, developed, and deployed complex Amazon Connect contact flows supporting enterprise routing, dynamic business hours, holiday logic, emergency messaging, and callback workflows.
• Architected next-generation call routing using queues, routing profiles, quick connects, and multi-layer IVR logic aligned with business requirements.
• Built and maintained Lambda-based backend integrations using Python and Node.js to support CRM, ticketing, and data-driven routing.
• Integrated Amazon Connect with AWS services including DynamoDB, S3, API Gateway, EventBridge, CloudWatch, and OpenSearch.
• Delivered Amazon Connect implementations for SGS clients including ARIA, MALTSS, and TACC, supporting contact flow design, IVR modernization, routing optimization, and backend API integration.
• Built and supported reusable Amazon Connect routing patterns for business hours, holiday schedules, emergency messaging, callback handling, and queue-based routing.
• Administered Amazon Connect users, permissions, routing profiles, queues, and security settings.
• Managed GitHub repositories, CI/CD pipelines, and Infrastructure as Code deployments for AWS contact center environments.
• Troubleshot routing issues, IVR defects, Lambda failures, and production incidents to maintain high availability.
• Collaborated with architects, product owners, and engineering teams to deliver scalable contact center solutions.

Cloud Engineer - Fannie Mae - Reston, VA

(2018-03 - 2020-05)

• Managed AWS infrastructure and automated deployments using Terraform, CloudFormation, Jenkins, CodePipeline, and GitHub.
• Implemented cloud security, monitoring, documentation, and operational support for production systems.

AWS Engineer - Thermo Fisher Scientific - Carlsbad, CA

(2017-01 - 2018-02)

• Provisioned AWS infrastructure including IAM, VPC, EC2, ELB, CloudWatch, AMIs, snapshots, and migration support.

Junior DevOps Engineer - Canon USA - Melville, NY

(2013-12 - 2016-12)

• Supported AWS operations, Infrastructure as Code, IAM, monitoring, CI/CD pipelines, troubleshooting, and documentation.

Bachelor of Science - Applied Mathematics - Addis Ababa University