Hi, I’m
Abhinesh Reddy Palem
Hyderabad
Summary
Dynamic Management Consulting Analyst at Accenture with expertise in AWS and Amazon Connect, successfully migrating contact center systems to enhance scalability and reduce costs. Proven ability to engineer AI-driven chatbots and streamline workflows, demonstrating strong problem-solving skills and a commitment to customer engagement.
Overview
7
years of professional experience
1
Certification
Work History
ACCENTURE
MANAGEMENT CONSULTING ANALYST
12.2021 - Current
Job overview
- Developed Amazon Connect solutions encompassing IVR, voicemail automation, and dynamic call routing.
- Integrated Amazon Connect with Salesforce CRM via CTI Adapter, optimizing workflows.
- Engineered AI-driven conversational agents to enhance customer engagement with automation tools like AWS Lambda and AWS Lex.
- Managed full migration of old contact center systems to AWS, decreasing costs and enhancing scalability for Fortune 500 companies.
Skills: AWS, Amazon Connect, AWS Lex, Lambda, Python, S3, DynamoDB, Kinesis Video, IAM, IVR, Chatbot, Salesforce CRM Integration, Amazon Q, Amazon Bedrock, Python, Lambda.
Infosys
CHATBOT DEVELOPER
05.2020 - 10.2021
Job overview
- Engineered AI-driven chatbots leveraging IBM Watson Assistant to streamline ticketing processes.
- Crafted Amazon Connect IVR solutions by integrating call routing and voicemail automation processes.
- Developed POCs for AI-driven automation to streamline chatbot interactions.
Skills: IBM Watson Assistant, Python, Node.js, REST APIs, AWS, Lambda, Amazon Connect, AWS Lex, ServiceNow Integration, and IAM.
Capgemini
CHATBOT DEVELOPER
09.2018 - 04.2020
Job overview
- Crafted Amazon Connect solutions such as contact flows, agent routing, and real-time call analytics.
- Developed AI-driven chatbots utilizing IBM Watson Assistant for seamless integration with ServiceNow.
- Automated workflows to ensure seamless transitions between self-service bots and live agents, enhancing customer support.
- Streamlined backend systems to enhance data processing efficiency using Python and REST APIs.
Skills: IBM Watson Assistant, Python, AWS, Amazon Connect, AWS Lex, Lambda, DynamoDB.
TCS
ASSISTANT SYSTEM ENGINEER
07.2017 - 08.2018
Job overview
- Developed dynamic web application using Java, HTML, CSS, and JavaScript.
- Enhanced structural effectiveness of rural employment initiatives.
- Provided decision-makers with intuitive interfaces for actionable socio-economic insights.
Skills: Java, HTML, CSS, JavaScript.
Education
SASTRA UNIVERSITY
BACHELOR OF TECHNOLOGY
University Overview
GPA: CGPA 7.1
Skills
- Amazon Connect
- Amazon Lex
- AWS Lambda
- DynamoDB
- S3
- IAM
- Kinesis
- Bedrock (GenAI)
- AWS Services
- IBM Watson Assistant
- ServiceNow Integration
- Python
- HTML
- CSS
- JavaScript
- Chatbot Conversation Flow Design
- Contact Center Transformation
- IVR
- Chatbot development
- IVR solutions
- Salesforce integration
- REST APIs
- Java
Industry
- Banking
- Insurance
- Pharmaceutical Manufacturing
- Utility
- Government Service Industry
Certification
AWS Certified Cloud Practitioner
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