Kausik Pal

• Project Description: -

Nissan (Nov 2018- Jan 2021): -

Collaborated with business and IT stakeholders throughout the full SDLC—covering requirement gathering, analysis, design, development, testing, and deployment. Ensured 90% on-time delivery by aligning expectations and managing cross-functional communication effectively.

Roles and Responsibilities: -

🔹 Delivered Critical L2/L3 Application Support
Provided L2/L3 support for B2B and B2E applications, resolving over 95% of incident tickets within SLA—minimizing business downtime and maintaining service continuity across global partners.

🔹 Business & IT Alignment for Faster Turnaround
Collaborated directly with business stakeholders to gather requirements and translate them into functional specs—reducing change request cycle time by 30% and ensuring feature alignment with real business needs.

🔹 Enhancement & Performance Optimization
Implemented key application enhancements and resolved bugs that improved system speed and usability, resulting in a 20% drop in repeat tickets from end-users.

🔹 Improved Delivery Efficiency with Agile Practices
Worked with cross-functional teams using Agile/Scrum methodology and ensured 90%+ on-time delivery of support and development items through better sprint planning and prioritization.

🔹 Upskilled and Scaled the Support Team
Led technical onboarding and knowledge transfer sessions for 5+ junior members—scaling the team efficiently and improving ticket resolution coverage during off-hours.

🔹 Effort Estimation & Release Planning
Drove effort estimation, work breakdown, and sprint planning for enhancements and support tasks—enabling better forecasting and resource allocation for monthly releases.

🔹 Ensured Stability through Impact Analysis & Reviews
Performed thorough impact analysis and code reviews for every production deployment, reducing post-deployment issues by 40% and maintaining compliance with internal quality standards.

• CADPH (Jan 2021- Jan 2025): -

CADPH is a CA COVID team and local public Health department across California is working hard to slow the spread of COVID-19, this is a COVID symptom check-in messaging service with a virtual assistant to monitor symptomatic and asymptomatic patient’s records and their contacts. Integrated with salesforce to record patient’s daily reports and test results.

Roles and Responsibilities: -

🔹 Designed Lex Bots for COVID Screening
Built production-grade NLP agents using AWS Lex V1 to capture symptoms, test results, and exposure history with >92% intent accuracy—automating symptom check-ins and reducing manual workload by 40%.

🔹 Integrated Lex with AWS Connect for Voice Support
Connected the Lex bot to Amazon Connect to enable voice-based symptom reporting. This helped senior citizens and non-tech users submit daily health updates via phone, improving engagement by 35% in rural areas.

🔹 Backend Integration with AWS Lambda & Python
Developed secure Lambda functions to connect Lex/Connect with backend services, ensuring real-time patient record updates and reducing form submission errors by 30%.

🔹 Chat & Call History Continuity Feature
Implemented cross-tab chat history retention using unique user IDs and ensured consistency between chat and voice interactions, enhancing user trust and reducing repeat queries.

🔹 Database Operations (DynamoDB)
Managed schema design and operations in DynamoDB to store 50K+ patient check-in records, test results, and contact details with 99.99% uptime during peak COVID surges.

🔹 Production Monitoring with Kibana
Monitored logs using Kibana, identified frequent failure points, and fixed issues proactively—leading to a 35% reduction in production bugs and faster response times during audits.

🔹 Engineering Portal & Deployment Automation
Built reusable chatbot/voice bot templates and published them to the internal engineering portal—cutting future development time by 30% and standardizing COVID bot deployment.

🔹 Leadership & Mentorship
Led technical implementation, code reviews, and deployment planning. Mentored 2 junior developers and defined best practices for Lex, Connect, and Lambda integration workflows.

Roles and Responsibilities:- Designed and deployed custom Lex V2 bots for appointment booking, feedback collection, and order status tracking.

Summary:
Working as a freelance developer focusing on real-time chatbots solutions while continuing to upskill in cloud technologies and NLP platforms. Delivered conversational AI solutions for small businesses using AWS Lex, Lambda, and Connect integrations.

🔹 Designed & Deployed Custom Lex V2 Bots

Built intelligent conversational bots for appointment booking, feedback collection, and order-status tracking, tailored to streamline user interactions and business workflows.

🔹 Seamlessly Integrated with Connect & DynamoDB

Enabled personalized voice and chat experiences by integrating Lex bots with Amazon Connect and DynamoDB for real‑time data retrieval and stateful interactions.

🔹 Developed Backend Logic via AWS Lambda

Authored robust Python Lambdas to manage input validation, session logic, and seamless integration with third‑party APIs for backend operations.

🔹 Enhanced Conversational UX with Contextual Handling

Implemented session-based chat history, fallback intents, and context retention in Lex V2 to create fluid, human-like conversations and reduce user friction.

🔹 Monitored & Analyzed Bot Performance

Leveraged CloudWatch and Kibana to track metrics, detect anomalies, and apply analytics insights—establishing proactive error monitoring and continuous improvement loops.

🔹 Adopted Chatbot Architecture Best Practices

Actively researched and applied industry-standard best practices in conversational design, logging, analytics, and error-handling to enhance bot reliability and maintainability.