Sivachidambaram G
Chennai
Summary
Dynamic professional with extensive experience in Amazon Connect. Proven track record in enhancing contact center operations and achieving significant cost savings. Skilled in analytics and post-call survey analysis, with a strong ability to collaborate effectively across teams to drive organizational success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Amazon Connect – SME (Production Platform Owner)
Ziniosedge Software Technologies PVT LTD - Client - BP Pulse
02.2025 - Current
- Sole owner of the production Amazon Connect platform, ensuring high availability, stability, and performance for large-scale contact center operations
- Lead design, implementation, optimization of IVR flows & routing strategies
- Manage end-to-end lifecycle including deployment, monitoring, troubleshooting, and enhancements
- Drive operational enhancements via Amazon Q in Connect, minimizing agent after-call work & information retrieval
- Implement callback, surveys, and analytics to improve customer experience and operational efficiency
- Handle numbers porting, telephony, and cost optimization initiatives
- Collaborate with business and global stakeholders for feature rollouts and country onboarding
Subject Matter Expert
Microgreen Technologies PVT LTD - Client - BP Pulse
04.2023 - 01.2025
- Implemented Post-Contact Summaries, reducing agent ACW by 60% and improving interaction documentation quality.
- Executed post-call surveys via Amazon Connect and Lex, collecting actionable customer feedback.
- Ported numbers to contact center, achieving $6,000 in monthly cost savings.
- Implemented callback feature, resulting in successful responses for 14 percent of total calls.
Senior System Engineer
FULL Creative PVT LTD
Chennai
03.2013 - 04.2023
- Supervised contact center operations involving 2000+ agents, guaranteeing optimal integration and operational efficiency with Amazon Connect.
- Delivered product and technical support to agents across US, UK, Canada, and India, enhancing their operational capabilities.
- Implemented the Quality Connect program to monitor and improve agent performance, increasing the probability of issue identification by 50%.
Associate Executive - Tech Support
Accel Frontline
Chennai
10.2011 - 03.2013
- Delivered training for technical courses, enhancing participants' skills for real-world applications.
- Educated students in hardware and Microsoft client operating systems, fostering foundational technical knowledge.
- Conducted sessions on Microsoft Server 2003, 2008 R2, and 2012, equipping students with critical server management skills.
Education
B.Tech - Information Technology
Krishnaswamy College of Engineering & Technology
Cuddalore04-2011
Skills
- Amazon Connect and IVR systems
- Contact center management
- Contact center analytics
- Post-call survey analysis
- AWS Certified Solution Architect
- Lambda and Amazon Lex
- S3 and DynamoDB
- Analytics and CloudWatch
Custom Engineering & Lambda-Based Enhancements
- Designed and deployed country code assignment automation using Amazon Connect, AWS Lambda, and DynamoDB to dynamically standardize caller identification across multi-country operations.
- Implemented Caller Block ID validation system using Amazon Connect + Lambda + DynamoDB to detect and control restricted/blocked callers, improving compliance and call handling reliability.
- Engineered callback duplication prevention logic using Lambda + DynamoDB to eliminate repeated callback creation, improving queue efficiency and customer experience.
- Architected an event-driven quality escalation workflow integrating Amazon Connect, Contact Lens, Evaluation Forms, Event Bridge, and AWS Lambda to automatically initiate Team Lead notifications when agent evaluation scores breached thresholds, ensuring proactive performance management and reduced manual monitoring.
Websites
Certification
• AWS Security Specialty, 11/01/23 - Present
• AWS Solutions Architect - Associate
• AWS Certified AI Practitioner, 11/01/25 - Present
• AWS Certified Cloud Practitioner, 01/01/23 - Present
• AWS Solutions Architect - Associate
• AWS Certified AI Practitioner, 11/01/25 - Present
• AWS Certified Cloud Practitioner, 01/01/23 - Present
Languages
English
Upper Intermediate (B2)
B2
Tamil
Native
Native
Timeline
Amazon Connect – SME (Production Platform Owner)
Ziniosedge Software Technologies PVT LTD - Client - BP Pulse
02.2025 - Current
Subject Matter Expert
Microgreen Technologies PVT LTD - Client - BP Pulse
04.2023 - 01.2025
Senior System Engineer
FULL Creative PVT LTD
03.2013 - 04.2023
Associate Executive - Tech Support
Accel Frontline
10.2011 - 03.2013
B.Tech - Information Technology
Krishnaswamy College of Engineering & Technology