Amazon Connect & Cloud Solutions Architect

MOUNIKA

***********@*****.*** – 234-***-**** - LinkedIn

Summary:

Experienced Cloud and Contact Center Specialist with 4+ years of hands-on experience designing and deploying Amazon Connect- based solutions. Expertise in designing call routing and messaging, developing intelligent IVR flows, automating backend integrations using AWS Lambda, and architecting scalable, secure AWS infrastructures. Demonstrated success in leading cross- functional teams, customizing the Contact Control Panel (CCP), and integrating enterprise CRMs and ticketing platforms. Proficient in Amazon Connect, Lex, Lambda, DynamoDB, Terraform, Azure DevOps, GitLab, and data visualization tools including QuickSight and Power BI. Skilled in IVR, ACD (Automatic Call Distribution), skill-based routing, and live chat development.

Skills:

• Amazon Connect Suite: Advanced Contact Flows, Queues, Routing Profiles, CCP Customization, Contact Lens, Lex, Polly, IVR, ACD (Automatic Call Distribution), Skill-Based Routing, Live Chat, Designing Call Routing & Messaging.

• Programming & Scripting: Python, Node.js, Java, JavaScript, JSON, REST APIs,

• AWS Services: Lambda, S3, DynamoDB, EC2, API Gateway, IAM, CloudWatch.

• Data & Analytics: Quick Sight, Power BI, Tableau, CloudWatch Dashboards, Redshift

• DevOps & IaC: CI/CD (GitLab, Azure DevOps), CloudFormation, Terraform, Git, Automated Testing, Deployment Automation, CRM (Salesforce, ServiceNow), Ticketing Platforms

• Security & Compliance: IAM Policies, Encryption Standards, Data Protection, Secure API Integration

• Database Systems: MySQL, MongoDB, Redshift

• Project Management: Agile/Scrum Collaboration, Load Testing, Incident Response, Cross-Team Communication Work Experience:

Client: Eversana May 2024-Present

Role: Amazon Connect Specialist

• Delivered scalable Amazon Connect solutions supporting IVR, voice, chat, and messaging, architecting multi-channel flows capable of handling over 50,000 customer interactions monthly.

• By leveraging real-time skills and language preferences, optimized agent utilization with advanced ACD logic and skill based routing strategies, resulting in faster resolution times.

• Used Python-based Lambda functions to automate CRM interactions with Salesforce and ServiceNow, significantly reducing manual effort in repetitive service workflows.

• Empowered customers with intelligent self-service by integrating Amazon Lex into IVR flows, enabling 24/7 support with seamless agent handoff based on caller intent.

• To ensure uninterrupted operations during peak traffic, established dynamic fallback routing using routing profiles, Lambda logic, and queue prioritization.

• Infrastructure provisioning was accelerated by introducing Terraform and setting up automated CI/CD pipelines using GitLab and Azure DevOps for consistent deployments.

• Operational dashboards were created in QuickSight and CloudWatch, offering leadership real-time visibility into SLA performance, agent metrics, and sentiment trends.

Client: Deloitte May 2021-Jun 2023

Role: Cloud Contact Center Engineer

• Oversaw the rollout of Amazon Connect for an internal helpdesk serving 15,000+ users, including callback options, multi-tier routing, and language support.

• Intelligent IVR flows were configured with Lambda and routing profiles, using real-time data fetches from HRIS systems to drive personalized call experiences.

• Customer interactions were streamlined with Lex-based virtual agents, reducing inbound traffic by 40% and improving first level resolution on common queries.

• Standardized deployment processes by using GitLab for CI/CD and managing environments with infrastructure-as-code templates to reduce manual errors.

• Collaborated with business teams to redesign IVR menus and map user journeys, directly contributing to a 30% boost in first- contact resolution metrics.

• Achieved high availability and better customer-agent alignment by configuring region-aware call routing with Lambda and dynamic contact flows.

• Participated actively in Agile sprints while providing insights through CloudWatch dashboards and Contact Lens analytics to drive agent performance and coaching plans.

Projects:

Songs listening analysis (AWS):

• Collected Song database from Kaggle, built an ELT pipeline that extracts data from S3, stages them in Redshift, and transforms data into a set of dimensional tables for analytics to continue finding insights into what songs users are listening to using Power BI.

Smart IVR System with Lex and Lambda (AWS)

• Integrated Amazon Lex into Amazon Connect to create a natural language IVR, with Lambda functions (Python) used for backend automation and real-time CRM data fetching to enhance customer self service and reduce agent load.

• Supported an omnichannel customer journey by integrating the IVR with live agent transfers, chat routing, and real-time CRM lookups.

Infrastructure-as-Code (IaC) for Amazon Connect

• Automated Amazon Connect environment provisioning with Terraform and CloudFormation, including Lambda, S3, DynamoDB, and API Gateway.

• Integrated IaC into GitLab CI/CD pipelines for version-controlled deployments.

• Reduced environment setup time from days to hours and eliminated manual configuration errors. Certifications:

• Amazon Connect Developer

• Amazon Connect Communications Specialist

Education:

Master of Science in Computer Science from University of Central Missouri- Kansas City

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