Uday Kumar

Experienced and results-driven Cloud Contact Center Engineer with a strong background in integrating Amazon Connect with Salesforce Service Cloud Voice (SCV) . Proven expertise in designing, implementing, and optimizing cloud-based contact center solutions to enhance customer experience and operational efficiency. Skilled in developing dynamic contact flows, configuring SCV widgets, handling real-time call data, and creating seamless voice-to-CRM integrations. Adept in AWS services such as Lambda, Lex, DynamoDB, and CloudWatch, with a deep understanding of Salesforce call control APIs and voice call routing. Strong problem-solving skills, cross-functional collaboration, and a passion for building scalable, secure, and intelligent voice solutions.

Analyzed client-provided designs, offered suggestions, and raised functional and

technical queries to ensure alignment with business requirements.

Led a development team in implementing contact flows and Lambda API integrations

using hexagonal architecture, managing deliverables while mentoring team members to

ensure timely completion.

Worked on integrating V2 Lex bots with Lambda invocation, developed Lambda

functions to import data into DynamoDB from S3, and implemented APIs and stub

integrations for various business lines.

Developed business logic to facilitate the migration of AWS Connect setups between

environments using AWS Service APIs and handled dynamic queue routing based on CAI

and routing rules.

Created a Lambda layer for common functionalities, including API Invocation, logging,

Vista String, stubs, and Protegrity.

Wrote Terraform scripts for provisioning and managing AWS resources and maintained

GitLab pipeline jobs for CI/CD automation.

Implemented Cloud Based contact center on AWS Cloud using Amazon Connect. This will provide the Agent

Free Customer Care Service. This project includes technologies like Amazon Connect, Amazon Lex (NLP) , AWS

Lambda (Serverless Computing). This project used Salesforce as CRM to store the customer data. Also, Salesforce

acts as a CCP (Contact Control Panel), where an agent can see the screen with Customer data and with Telephony

options in which agent can answer the call if call is diverted to the agent. The metrics and Logs of Amazon Connect

can be managed in Cloud Watch Logs.

Analyzed business requirements and developed cloud-based contact center solutions

and conversational chatbots using platforms like Amazon Connect, AWS Lex, Kore.AI,

and Google Dialogflow.

Gained proficiency in AWS services such as Lambda, API Gateway, DynamoDB, S3,

CloudFormation, and Transcribe.

Developed deployment scripts to automate infrastructure and wrote backend business

logic using Python/Node.js.