Amazon Connect & AWS Cloud Engineer with 4+ Years

Nagaraju T

Amazon Connect Engineer

+1-469-***-**** **************@*****.*** LinkedIn

PROFESSIONAL SUMMARY:

Hands-on Amazon Connect and AWS cloud engineer with over 4 years of experience in designing, automating, and supporting large-scale contact centers and serverless environments. I excel at creating comprehensive Amazon Connect ecosystems, which include everything from IVR/ACD and Amazon Lex flows to Lambda-driven integrations with Salesforce, EHR systems, and analytics pipelines. I'm well-versed in using tools like Lambda, API Gateway, DynamoDB, Kinesis, S3, CloudWatch, IAM, Terraform, and CloudFormation. Additionally, I have experience with Contact Lens analytics and transcription, real-time monitoring, and CI/CD processes for clients in regulated healthcare and finance.

TECHNICAL SKILLS:

Contact Center: Amazon Connect (Lex V2, Contact Lens, CCP, routing/queues, callbacks), Amazon Connect SDK, Genesys Cloud

AWS & Integrations: AWS Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, IAM, REST APIs/webhooks, Salesforce Service Cloud CTI, EHR integrations, Amazon Bedrock

IaC & CI/CD: Terraform, CloudFormation, Git, Jenkins (release governance, env promotion)

Data & Dashboards: Kinesis (CTR streaming), S3 (interaction data), QuickSight reporting

Ops & Observability: Dashboards/alarms, runbooks, P1/P2 response, incident handling

Network & Security: SIP/RTP/WebRTC basics, TLS/SSL, DNS, VPC endpoints, IAM least-privilege, KMS, HIPAA/PII retention/awareness

Frameworks: Java, Angular, React, WebSockets.

Professional Experience:

Amazon Connect Engineer Jan 2025 – Present

Humana, Indianapolis, Indiana

Responsibilities:

Designed and built Amazon Connect flows using Lex V2 (intent recognition, slot validation, SSML prompts, barge-in) with clear self-service and escalation paths.

Developed Lambda-based integrations to enable real-time data exchange between Amazon Connect, Salesforce, and EHR systems, applying least-privilege IAM policies.

Built analytics pipelines using Contact Lens and Kinesis to stream interaction data to S3; developed QuickSight dashboards for SLA, queue performance, and sentiment analysis.

Analyzed SIP and WebRTC behavior using ladder traces to optimize codec ordering and session timer configuration for consistent audio quality.

Authored Terraform and CloudFormation stacks for VPC networking, Amazon Connect instances, Lambda functions, VPC endpoints, KMS keys, and Route 53 routing policies.

Created incident runbooks for SIP errors, Lex fallbacks, and flow timeouts; coordinated with other teams to ensure smooth incident handoffs and on-call readiness.

Designed and implemented Precision Routing Schema within Amazon Connect to improve caller-to-agent matching based on skills, attributes, and customer profiles.

Contributed to resilient AWS architectures for contact center workloads, including multi-AZ designs, backup routing strategies, and documented failover approaches for critical integrations.

Partnered with engineering, networking, and security teams to plan and execute failover tests, define success criteria, and track remediation items.

Built experimental solutions using Amazon Bedrock, including Bedrock Agents and AgentCore, to integrate LLM-driven assistance into Amazon Connect workflows for both customers and agents.

Applied LLM prompt engineering techniques with models such as Nova, Claude, and OpenAI to improve intent recognition, summarization, and sentiment-enrichment for contact center interactions.

Configured custom redaction and retention rules for sensitive fields in Contact Lens and documented configuration changes.

Worked with Security on HIPAA/PII controls and supported audit preparation by assembling evidence packages for controls and configurations.

AWS Cloud & Contact Center Engineer May 2020 - July 2023

Acqueon Technologies, Hyderabad, India

Responsibilities:

Designed private connectivity architectures using AWS VPCs and Route 53 private hosted zones; created reusable Terraform modules for consistent multi-region/multi-environment deployments.

Built Amazon Connect IVR paths and Lex V2 bots leveraging Lambda for account lookups, validations, and intent fulfillment.

Developed CTI workflows with API Gateway and Salesforce REST APIs, implementing idempotent handlers to prevent duplicate request processing.

Collaborated with platform teams running microservices on Docker and Kubernetes, ensuring those services integrated cleanly with Amazon Connect, Lambda, and downstream APIs.

Built support utilities around the Amazon Connect SDK and APIs to synchronize configuration across environments and streamline changes for multi-region contact center deployments.

Contributed to AWS resiliency and DR designs (e.g., active/passive regions) for Amazon Connect and supporting services, ensuring recovery from regional or component failures.

Worked with frontend and solution teams to translate designs and wireframes into high-quality Amazon Connect contact flows, Lambda functions, and integration logic that matched business requirements.

Used CloudWatch, Datadog and Splunk to triage issues, correlate signals across systems, and improve mean time to detect and resolve incidents.

Collaborated with Java application teams and CI/CD owners to validate that pipelines, monitoring, and failover behaviors met availability objectives prior to production rollout.

Utilized Kinesis and S3 for CTR stream analysis and built QuickSight visualizations to track SLA, AHT, abandonment rates, and occupancy trends.

Implemented IAM boundaries, S3 retention periods, and encryption policies aligned with HIPAA/PII compliance requirements.

Tuned observability by consolidating and cleaning noisy alarms in Datadog and CloudWatch to focus on actionable signals.

Managed release governance including tagged artifacts, approval workflows, environment promotion criteria, and controlled rollouts.

Worked with QA, SMEs, and stakeholders to design UAT scenarios, ensure regulatory compliance, and document test data and acceptance notes.

Certifications:

oAmazon Connect Developer Specialist

oAmazon Connect Communications Specialist

oAWS Knowledge: Serverless

Educational Details:

Master's in in Information Systems Technology, Delaware, United states.

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