Babu S.

TOP 1 PERCENT ON UPWORK WITH EXPERT VETTED, TOP RATED PLUS BADGE AND 100 PERCENT JOB SUCCESS RATE Phone System Expertise - Amazon Connect Customer , Agentforce Contact Center, Claude Code, Agentic AI, Open AI, Salesforce, Service Cloud Voice,SCC AC, AWS Bedrock, AWS Lex , Amazon Connect Adapter for Salesforce, AWS lambda, Salesforce Voice Amazon Connect and Lex Architect and developer profile with extensive development experience. 130 plus AWS Connect contact centers created. 3 Agentforce Contact Center Set up done. Agentforce Voice Bots for call handling Agentic AI using claude code, github copilot, open ai. Fully AI driven development and analysis of lambda and other relevant AWS services using claude agents AWS Bedrock implementation with connect. Customer authentication, intelligent call routing solutions developed using bedrock. Contact lens call summary call categorization and sentiment analysis. Live transcript Open AI Chatgpt integration with Lex. Generative AI projects like booking appointments via chatgpt bot etc. Salesforce Rank - Ranger Salesforce Certified Administrator Service cloud voice with Amazon connect set up for 40 plus customers from scratch. SCC AC implementation (new from Salesforce) Two way SMS, whatsapp implementation using SCC AC AWS Lex expert in creating chatbots and voicebots. Worked on 60 plus Lex bots creation from scratch. Skill based routing via connect proficiency Extensive experience in Amazon Connect, LEX, Lambda, Kendra, Cloudformation, Dynamo Db, SES, SNS, EC2, Secret Manager, Cloud watch, Event bridge, S3, IAM and other AWS services. Custom CCP implementation for Amazon connect react js app with ac dialer, live agent status, real time metrics, recent activities, call result and many more features. Custom CCP and complete outbound dialer solution using connect and related services lambda, dynamodb etc. 1. More than twelve years of IT experience. Amazon connects six plus years of extensive experience from the architect level to the development level. 2. Complete deployment knowledge for both username and SSO-based. More than 130 amazon connect deployments and created contact flows of a very complex nature. 3. Knowledge of all configurations like create user, queue, routing profile, quick connect, reports, hours of operation, phone numbers, etc. 4. Can design architect and create contact flows as per the customer requirement of any complexity involving amazon lex or lambda or some other stuff. 5. Have a working knowledge of creating amazon lex and integrating it with amazon connect. 6. Know using lambdas to call external applications and using external data in amazon connect. 7. Implemented amazon connect chat widget and chat functionality. Interactive chat for amazon connect 8. Experience as technical lead development for amazon connect. 9 . Knowledge of other AWS services like lambda, kinesis, amazon Polly, transcribe, lex, SES, SNS, pinpoint, single sign-on, etc. 10 . Implemented amazon connect custom CCP using amazon connect streams. 11. Integrated custom CCP in Salesforce. Amazon connects CTI adapter whole working experience 12. Implemented features like callback, recording, amazon lex, out-of-office hours, wait time, dynamic queue selection, voicemail, etc. 13. Fluent in English with good interpersonal communication skills. 14. Working experience on Salesforce Service Cloud Voice. 15. Interactive chat messages for amazon connect. 16. Async chat solution for amazon connect. 17. Generative AI integration with connect and lex using chatgpt open ai platform. 18. Service cloud voice deployments and consultant for more than 40 customers. 19. Contact lens for call analytics and sentiment scoring. 20. Two way sms and email integration. 21. Agent performance using evaluation forms. 22. Agent workforce agent ui event build and deployed custom views and logic. 23. Cases and customer profiles. 24. Third party app integration with agent workforce. 25. Outbound dialer complete solution using connect and custom ccp. Live demonstration available anytime. Open for any questions related to Amazon Connect, Lex, SCV and related AWS services. Excellent communication skills and proactive suggestions for product and process improvements. Customer satisfaction is the foremost goal. Believes in building long-term relationships.