Kongara Prudhvi

Cognizant | Software Engineer | January 2024 - Present

Client: eBay | Project: Enterprise-scale Interactive Voice Response (IVR) & Chat Bot Solutions for Contact Center Operations & E-commerce Integration

Client Description:eBay is a global e-commerce marketplace connecting millions of buyers and sellers worldwide. eBay's contact center operations handle high-volume customer inquiries related to buying, selling, account management, payment issues, and dispute resolution. IVR services are used to efficiently route customer calls, provide automated self-service options for common queries like order status, return policies, and account information, and seamlessly transfer complex issues to specialized customer service agents. The conversational AI system enhances customer experience by providing 24/7 support and reducing wait times for eBay's diverse global customer base.

Core Technologies: Kore.ai XO Platform v10, Smart Assist, Genesys Cloud, Selenium, TestNG, JavaScript, RESTful APIs

Key Achievements & Responsibilities:

Bot Development & Dialog Management:

• Architected complex conversational flows using Kore.ai XO Bot Builder v10, implementing advanced entity types including regex, composite, custom, and date entities for sophisticated data capture
• Pioneered intent flattening architecture redesign by reversing traditional call flow structure, elevating traits to primary intents for enhanced customer journey tracking and improved NLU performance analytics
• Developed dynamic, API-driven bot interactions using JavaScript nodes and bot actions to deliver personalized user experiences with real-time content
• Resolved critical composite entity sensitivity issues that other team members were unable to solve, demonstrating deep platform expertise
• Built scalable dialog systems handling diverse customer scenarios with intelligent routing and context management

Contact Center Integration & Call Flow Management:

• Configured end-to-end call routing architecture from Genesys Cloud platform through Smart Assist Voice Gateway (SAVG) to bot integration for eBay's contact center operations
• Designed and optimized experience flows and system settings within SAVG for seamless caller-to-agent transitions handling eBay customer inquiries
• Established DNIS integration with Smart Assist for intelligent call distribution and real-time inbound call monitoring across eBay's customer service channels
• Managed complex dialog connections between contact center infrastructure and conversational AI systems for high-volume e-commerce support

Cross-functional Leadership & Stakeholder Management:

• Collaborated directly with Kore.ai engineering team to resolve critical platform stability issues and drive product enhancements aligned with enterprise requirements
• Led requirement gathering sessions with eBay's client design and product teams, facilitating seamless communication between technical implementation and business objectives
• Coordinated with large distributed teams including onshore/offshore development, DevOps, Genesys integration specialists, and Kore.ai platform engineers
• Managed end-to-end validation processes with product stakeholders, ensuring deliverables met specified business requirements

DevOps & Release Management:

• Designed and implemented automated CI/CD pipeline for multi-environment bot deployments, creating automated export jobs for development, staging, and production environments
• Gained proficiency in pipeline orchestration, job scheduling, and environment-specific configuration management
• Streamlined release processes reducing deployment time and minimizing production risks

Production Support & Quality Assurance:

• Provided critical production support for live Kore.ai applications, troubleshooting and resolving complex system issues in real-time environments
• Developed comprehensive automated test suites using Selenium with TestNG framework for regression testing and quality validation
• Executed systematic bug fixing and performance optimization for high-availability production systems

Multi-Channel Platform Development:

• Contributed to chat bot development initiatives utilizing shared platform architecture with dedicated BaaS (Bot as a Service) infrastructure
• Worked with specialized chat bot architecture separate from IVR systems while maintaining platform consistency and shared project resources

Client: FIS Banking (Worldpay) | Project: Multi-channel Voice & Chat Solutions for Financial Services

Client Description:Worldpay offers a fully automated payment collection and processing system for financial institutions and merchants. IVR services are used for secure transactions over the telephone where customers provide their credit card information through an automated system to make payments to vendors for purchase of goods and services, check account balances, verify transaction history, and access payment-related support. The system handles sensitive financial data with banking-grade security protocols, enabling customers to perform payment operations 24/7 while ensuring compliance with financial industry regulations and maintaining secure authentication processes.

Core Technologies: Nuance Mix (Hybrid Model), .NET Core, ASP.NET Core, RESTful APIs, AWS, Jenkins, GitHub, KibanaSLK Software | IVR & Chatbot Developer | Feb 2021 - December 2023

Client: FIS Banking (Worldpay) | Project: Multi-channel Voice & Chat Solutions for Financial Services

Core Technologies: Nuance Mix (Hybrid Model), .NET Core, ASP.NET Core, RESTful APIs, AWS, Jenkins, GitHub, Kibana

Key Achievements & Responsibilities:

Platform Development & Architecture:

• Designed comprehensive IVR systems using Nuance Mix platform with Hybrid Model integration, supporting both Speech and DTMF inputs for high-volume banking operations
• Architected Virtual Assistant (VA) Chatbots tailored to FIS Banking's customer service requirements and compliance standards
• Built robust API integrations enabling seamless database interactions with banking systems and enhanced IVR functionality

Legacy System Modernization:

• Led comprehensive API modernization initiative by refactoring legacy .NET applications to modern ASP.NET Core framework, improving performance and maintainability for financial services infrastructure
• Successfully transformed monolithic APIs into efficient microservices architecture, significantly enhancing scalability and system maintainability for enterprise banking solutions
• Upgraded system architecture to support modern deployment practices and cloud-native operations

Financial Services Workflow Implementation:

• Developed and deployed specialized workflows for Gift Card Services, Customer Services, and Merchant Calling Services within Worldpay's payment processing ecosystem
• Implemented secure payment-related integrations adhering to banking industry compliance and security standards
• Created customer-facing solutions handling sensitive financial data with appropriate encryption and security measures

Cross-functional Collaboration & Stakeholder Management:

• Collaborated with large distributed teams including onshore/offshore development, banking domain experts, and FIS technical specialists
• Worked closely with client stakeholders to gather requirements and validate solutions against banking industry standards
• Coordinated with compliance and security teams to ensure all solutions met financial services regulatory requirements

Performance Monitoring & System Reliability:

• Conducted comprehensive performance analysis using Kibana for API log monitoring, troubleshooting, and service reliability optimization
• Collaborated with DevOps teams for deployment coordination and production releases of critical banking applications
• Maintained system performance standards supporting continuous banking operations with optimal uptime
• Utilized AWS cloud infrastructure for application hosting aligned with financial services compliance requirements

Quality Assurance & Monitoring:

• Established robust monitoring and alerting systems for production banking applications
• Implemented systematic testing procedures to ensure reliability of financial transaction processing
• Maintained detailed documentation and compliance records required for banking industry audits