Designing and implementing an intelligent routing system to direct customer contacts to the most optimal agents based on business criteria and agent proficiencies, aimed at improving operational efficiency and customer satisfaction.

• Contributed to Amazon Connect, a cloud-based contact center-as-a-service, handling over 350 million API calls per month to deliver seamless programmatic contact center experience to our customers.• Developed public APIs and integrated AWS CloudFormation support, empowering 17,000+ global customers to automate and efficiently manage contact center operations.• Led the expansion of programmatic resource configuration capabilities in Amazon Connect, enabling customers in new regions to automate and manage their contact center operations effectively.• Scaled public read APIs for resource configuration, increasing the default limit from 2 TPS to 10 TPS, improving customer satisfaction for Amazon Connect users.• Designed public APIs for configuring holiday and event-specific operating hours, making it easier for businesses to adjust schedules and maintain consistent customer support.

• AWS Identity and Access Management for Amazon Connect.• Developed a feature that stops fraudulent agents from using Cached Invalid Access Tokens after their password has been reset.• Reduced the system's vulnerability time for fraudulent users from 60 minutes to 10 seconds.

• Contributed to a C++ library that enabled test script writers to carry out validation, quality checks, firmware testing, and speccompliance testing of Solid-state drives (SSDs). This library is the single tool used worldwide across Samsung by 15+ teams tovalidate storage controllers and firmware developed for vendors like HPE, Dell, NetApp, etc., for all market SSD products.• Ported the above C++ Windows library to Linux to make it cross-platform, using Boost library and a custom Operating SystemAgnostic Layer implementation. Optimized the library to reduce the script execution time by 10%.• Developed a cross-platform desktop GUI application using Electron and AngularJS which utilized the above C++ library.• Architected a tool-agnostic framework to integrate drive performance analysis and benchmarking features in the aboveapplication using third-party tools like Iometer and FIO along with visualization of output data using the Chart.js library.• Developed a client-side remote test execution utility using Electron and Node.js for executing test scripts via sockets andsynchronizing and uploading logs to C++-based servers.• Designed a fully scalable system of interconnected test machines using the MEAN stack responsible for SSD Validation, with the goalbeing analysis and management of test execution, test log collection, and result synchronization.

Designed and developed a desktop application of a multi-platform Solid State Drive Verification tool using Electron to analyze the performance of Non-Volatile Memory Express (NVMe) and Serial Attached SCSI (SAS) devices.

Built a scheduling assistant and a meeting room booking web application, using Node.js, AngularJS, and Java.

Organized competitive coding competitions and technical workshops, guided students who were interested in research activities.

Contributed to a Dutch e-commerce website and learned in-depth about React.

Worked with the Computer Science Technical Resource Team of the IEEE Student Branch Manipal. During my tenure, I helped in organizing research workshops and coding competitions.