Software Engineer
Current- Contact Center IVR (Amazon Connect): Managed the Contact Center IVR system based on Amazon Connect.- Key Project Leadership: 1. Spearheaded integrations across WFM - Forecasting tools utilizing Amazon Connect AI. 2. Implemented Amazon Connect TASKs, ensuring prompt follow-ups on customer and broker voicemails, resulting in rapid response times. 3. Led the successful launch of a new IVR line, creating entire contact flows and backend code for telematics App users.- Contact Flow Design and Creation: Designed and created Contact Flows to support business requirements.- Full-stack Development and Integration: 1. Frontend: developed and integrated features into the AWS custom CCP (Contact Control Panel) utilizing ReactJS. 2. Backend: developed RESTful API (with API Gateway) for the backend, utilizing NodeJS on Lambda function.- Backend Conversion and Code Improvement: Converted backend code from NodeJS to Typescript based on the Clean Architecture pattern, resulting in a 90% increase in test coverage rate.- Process Optimization: Achieved a 20% reduction in overall Contact flow sizes through Dynamic Prompt Management implementation.- Communication and Presentations: Conducted presentations and demonstrations to business stakeholders for each feature developed.- User Issue Resolution: Resolved complex user issues related to Amazon Connect on ServiceNow, typically within a day, through direct communication with users.- Agile Methodologies: Utilized Jira for Agile Scrum activities and applied structured cycles for each new feature including system design, architecture explanation, development, git commits, code reviews, and test case creation. - Testing: Used Jest for unit tests and utilized Zephyr Squad for test case management.- Utilized Services: CloudFormation, Contact Flows Design, Lambda Integration, and Call Center Routing, S3, DynamoDB, API Gateway, CodeCommit/CodeBuild within CodePipeline, and EventBridge
