Raphaelle Che

Amazon Connect Architect with 9+ years of IT experience in AWS cloud solutions, contact centers, and enterprise migrations. Skilled in designing and deploying scalable, cost-effective Amazon Connect platforms with expertise in IVR design, omni-channel integrations, and third-party CRM/ITSM connectors. Strong background in serverless development, CI/CD automation, and infrastructure as code using Terraform and Kubernetes.

Proven track record leading on-prem to cloud migrations, optimizing performance, and driving significant cost savings. Experienced with AWS services including Lex, Polly, Lambda, and DynamoDB to deliver secure, high-performance contact center solutions.

Amazon Connect Architect/Developer - CITI BANK - DALLAS TEXAS

(2023-01)

• Led the development of custom Amazon Connect solutions by integrating AWS Lambda, DynamoDB, and Amazon Lex to automate customer service processes and improve system scalability.
• Architected and implemented seamless integration between Amazon Connect and Salesforce using AWS Lambda, Amazon Lex, and Salesforce APIs to optimize customer support workflows.
• Designed and optimized call flows for multiple customer service channels, reducing call handling time by 20% and improving first-call resolution through AI-powered interactions.
• Architected and deployed Amazon Connect contact center solutions integrating Amazon Lex for voice and chat bots, enabling customers to interact via natural language processing (NLP).
• Worked internally to improve and develop products and services related to Call Center as a Service primarily operated by Amazon Connect.
• Did a discovery, assessment and execution of client migrations, leveraging the latest public cloud service offerings to optimize environments, minimize technical debt, and reduce operating costs.
• Designed and implemented outbound campaign solutions leveraging Amazon Connect to streamline customer's outreach.
• Designed API Gateway endpoints with Node.js to securely integrate Connect with Salesforce and ServiceNow, enabling real-time data exchange.
• Implemented dynamic text-to-speech (Polly) and customer lookups (DynamoDB) through Node.js Lambdas to improve self-service IVR experiences.
• Used CloudWatch to log, monitor, and troubleshoot Node.js Lambdas, improving reliability and reducing errors.
• Built and deployed Node.js AWS Lambda functions to manage Amazon Connect contact flows and real-time data integrations.
• Developed Node.js microservices to integrate Amazon Connect with third-party CRM and ticketing systems.
• Created Node.js automation scripts to monitor, troubleshoot, and optimize Amazon Connect performance metrics.
• Developed AWS Lambda functions in Python to integrate Amazon Connect with backend systems (DynamoDB, S3, and external APIs).
• Automated customer data validation, routing logic, and IVR personalization through Python-based Lambda scripts.
• Built Python scripts using Boto3 to extract and analyze Connect metrics, call recordings, and Contact Lens transcripts.
• Implemented sentiment analysis and reporting automation by processing Contact Lens data and storing insights in DynamoDB.
• Created Python automation tools for daily agent performance summaries, emailed to supervisors via SNS.
• Utilized Python error handling and logging to improve reliability and visibility in contact flow integrations.
• Led the migration from on-premises to cloud-based customer service technologies, ensuring minimal downtime and successful implementation of new platforms.
• Migration, Modernization and deployment of customer call centers to the Amazon Connect platform. Architect and design third-party integrations with Amazon Connect.
• Built real-time chatbot and IVR solutions using Amazon Lex, with fallback to human agents for complex queries, reducing call center workload by 25%.
• Developed serverless applications using AWS Lambda to handle real-time processing of customer interactions, integrating with backend systems for seamless data flow.
• Participated in migration efforts in cloud contact center and aid as the Subject Matter Expert in the migration and deployment of the solutions.
• Provided solution optimization and process improvement with unique template IVR and interaction routing.

Amazon Connect Developer/Cloud Engineer - Broadridge Financial Services - AUSTIN TX

(2020-06 - 2022-12)

• Led the architectural design, implementation, and support of cloud-based infrastructure on AWS, leveraging automation tools like Chef for efficient infrastructure management.
• Experience in designing and implementing complex contact flows, including advanced routing logic, speech recognition, and text-to-speech using AWS LEX bots, Polly etc.
• Strong understanding of Amazon Connect's integration capabilities with other AWS Services, such as Lambda, SQS, SNS.
• Participated in integrating Amazon Connect with various CRM systems (Salesforce).
• Successfully migrated databases from Oracle on-premises to AWS RDS, ensuring seamless data transfer and system integration.
• Expertly managed AWS services including EC2, S3, VPC, IAM, CloudFormation, and RDS, enhancing infrastructure reliability and scalability.
• Developed and maintained secure network configurations across multiple VPCs and subnets, utilizing NAT gateways, security groups, and ACLs to establish a secure organizational zone in AWS.
• Implemented Java APIs for Amazon Lambda, automating AWS service management and facilitating efficient cloud operations.
• Designed and implemented Amazon Connect contact flows integrated with AWS Lambda functions written in Node.js for real-time customer data retrieval.
• Built Node.js serverless APIs using API Gateway to connect Amazon Connect with Salesforce and ServiceNow, enabling seamless agent screen-pops.
• Automated dynamic IVR prompts by using Node.js Lambdas to fetch data from DynamoDB and generate Amazon Polly speech responses.
• Leveraged CloudWatch to monitor and troubleshoot Node.js Lambda performance, improving integration reliability.
• Designed and executed auto-scaling and load balancing strategies with ELB and ASG, achieving cost efficiency and high availability for web applications.
• Spearheaded the deployment and scaling of applications using AWS Beanstalk and Terraform, streamlining the continuous integration and delivery processes with Jenkins for agile development cycles.
• Authored cloud formation templates and chef cookbooks for infrastructure as code, enabling the rapid provisioning of cloud resources and automated configuration management.
• Strong understanding of contact center concepts and technologies, such as IVR, ACD, call routing, quality and workforce management.
• Built real-time chatbot and IVR solutions using Amazon Lex, with fallback to human agents for complex queries.

Cloud Engineer - VERIZON - NEW JERSEY

(2018-12 - 2020-04)

• Led the implementation of advanced AWS security measures, including multi-factor authentication, key rotation, and encryption with KMS, alongside configuring firewalls, security groups, NACLs, and S3 bucket policies to fortify infrastructure security.
• Conducted thorough analyses of cloud infrastructures, identifying and executing strategies for enhanced performance and cost-efficiency, significantly improving system reliability and resource utilization.
• Managed Linux server operations, including application installations, upgrades, patches, troubleshooting, and monitoring, ensuring optimal performance and system availability.
• Deployed static websites to AWS S3, utilizing S3's web hosting capabilities for efficient content delivery and management.
• Enforced rigorous security protocols within Jenkins pipelines, automatically halting deployments if predefined security benchmarks were not met, thus maintaining high security and compliance standards.
• Configured SonarQube to scrutinize code for coverages, bugs, and vulnerabilities, enhancing software quality and reducing the risk of production issues.
• Designed and implemented custom VPC architectures with private and public subnets, establishing secure network environments through meticulously defined firewall rules for SSH, ICMP, and RDP traffic.
• Spearheaded AWS cloud deployments, optimizing application delivery through effective management of cloud resources and services.
• Contributed to the development and maintenance of an automated monitoring framework, improving operational efficiency and system oversight.