Sunitha M

• Led collaboration with conversational design team and business stakeholders to develop and streamline processes, ensuring alignment of automation, design requirements, and project deliverables.
• Spearheaded development of Chatbot/Conversational AI platform, facilitating comprehensive query handling, FAQ resolution, and basic troubleshooting through unified interface.
• Engineered and deployed Business Process Networks (BPN) for cognitive platform, encompassing intent and entity models tailored to specific datasets and user interactions.
• Orchestrated full-cycle project activities from requirement gathering, solution design, code updates for fixes or enhancements, to regression testing and deployment to UAT and PROD environments.
• Implemented and refined AI-driven escalation and engagement models on Amelia AI Platform, optimizing FAQ and common query resolution processes, and enhancing user satisfaction through effective virtual assistance.
• Advanced process automation and AI model training, focusing on user intent recognition, entity extraction, and process execution for end-to-end query resolution, supported by comprehensive API integrations.
• Conducted rigorous code and BPN standard reviews, peer evaluations, and user acceptance testing, promoting continuous improvement and deployment efficiency.
• Leveraged Groovy scripting for integration and logical operations within BPNs, achieving improved execution times and optimized process workflows.
• Fostered innovation within team, encouraging development of new AI models and solutions to meet evolving user needs and enhance overall customer satisfaction.

• Developed and implemented new cognitive functionalities for clients, guided by comprehensive Transversal Analysis and Architecture blueprint.
• Designed, developed, and functionally tested new modules for Amelia, ensuring they met expected behavior.
• Ensured seamless integration of Amelia with existing backend business processes and systems.
• Leveraged APIs and automation tools for efficient integration of Amelia with client systems and security frameworks.
• Collaborated with business architects to select Amelia modules and functionalities that align with business objectives for ongoing projects.
• Configured Amelia for specific use cases and conducted tests against real-world scenarios to refine and enhance performance.

Client: SAP LABS

Project: SAP SUCCESSFACTOR

Project Description:

• Analyzed log files to identify errors and exceptions, utilizing Unix/Linux command line and shell scripting for operational tasks.
• Managed clustering, application deployment, and maintenance activities.
• Configured and maintained scheduled tasks, including housekeeping activities, thread dumps, and log file backups.
• Participated in software deployment, performance monitoring, and application maintenance to ensure optimal operation.
• Handled and deployed Single Sign-On (SSO) and SSL certificate resolutions to enhance security.
• Scheduled jobs using Cron and at commands to automate routine tasks efficiently.
• Troubleshot application and database-related issues, ensuring smooth and reliable system performance.

• Giving server application support to the major Indian Telecom operators.
• Fixing the issues raised by the clients within minimum time limit in a professional and concerned manner.
• Identifying the root cause of internal issues by analyzing the logs and escalating to the concerned support engineers.
• Maintaining and monitoring servers located in remote location using monitoring tool [Nagios] and also custom built shell script tools.
• Reconciliation of active base, providing the consent logs and processing the de-activation requests, requested by VAS managers.
• Database migration and back up.
• Bulk SMS and voice promotions to the users except DND listed users.
• Airing celeb voice blog manually according to our VAS manager or content providers.