Experience

• Designing and implementing Amazon Connect user groups - a dynamic, expression-based grouping capability for Amazon Connect agents. Connect agents automatically join or leave groups as their attributes change based on the defined expression.

• Designed and implemented advanced queues - an intelligent routing system to direct customer contacts to the most optimal agents based on business criteria and agent proficiencies, aimed at improving operational efficiency and customer satisfaction.
• Contributed to the development of Amazon Connect Data Tables. Customers can reference table values within call flows, applications, views, and workspaces to pinpoint dynamic configuration that changes their contact center’s behavior in a predetermined and safe way.

• Contributed to Amazon Connect, a cloud-based contact center-as-a-service, handling over 350 million API calls per month to deliver seamless programmatic customer experiences.
• Developed public APIs and integrated AWS CloudFormation support, empowering 17,000+ global customers to automate and efficiently manage contact center operations.
• Led the expansion of programmatic resource configuration capabilities in Amazon Connect, enabling customers in new regions to automate and manage their contact center operations effectively.
• Scaled public read APIs for resource configuration, implementing a default 10 TPS limit to enhance API performance and improve customer satisfaction for Amazon Connect users.
• Designed public APIs for configuring holiday and event-specific operating hours, making it easier for businesses to adjust schedules and maintain consistent customer support.

• AWS Identity and Access Management for Amazon Connect.
• Developed a feature that stops fraudulent agents from using Cached Invalid Access Tokens after their password has been reset.

• Contributed to a C++ library called MSVP that enabled test script writers to carry out validation, quality checks, firmware testing, and spec compliance testing of Solid-state drives. This library is the single tool used worldwide across Samsung by 15+ teams to validate storage controllers and firmware developed for vendors like HPE and Dell for all market SSD products.
• Developed a cross-platform desktop GUI application using Electron and AngularJS which utilized the above C++ library.
• Architected a tool-agnostic framework to integrate drive performance analysis and benchmarking features in the above application using third-party tools like Iometer and FIO along with visualization of output data using the Chart.js library.
• Developed a client-side remote test execution utility using Electron and Node.js for executing test scripts via sockets and synchronizing and uploading logs to C++-based servers.
• Designed a fully scalable system of interconnected test machines responsible for SSD Validation using the MEAN stack, with the goal being large-scale analysis and management of test execution, test log collection, and result synchronization.

• Ported the MSVP C++ library from Windows to Linux to make it cross-platform, using the Boost library and a custom Operating System Agnostic Layer implementation.
• Optimized the library to reduce the script execution time by 10%.

Built a scheduling assistant and a meeting room booking web application, using Node.js, AngularJS, and Java.