Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Timeline
Generic
ANISH KUMAR

ANISH KUMAR

Solution Architect
Singapore

Summary

Experienced and results-driven Amazon Connect Architect with a proven track record of designing and implementing efficient contact center solutions. Adept at leveraging Amazon Web Services (AWS) to optimize customer engagement processes

Overview

11
11
years of professional experience
4
4
Certifications
2
2
Languages

Work History

Solution Architect

M1 Limited
09.2022 - Current
  • Designed and implemented Amazon Connect solutions tailored to client requirements, optimizing workflows and enhancing customer experiences.
  • Led a team of developers and engineers in the integration of Amazon Connect with various AWS services, including Lambda, DynamoDB, and S3, ensuring seamless data flow and system scalability.
  • Work with vendors and software partners to design end-to-end solutions for the M1 digital stack
  • Work with various product owners at different levels on the requirements and design
  • Work closely with component owners and the software engineering team to build the organization's capability in delivering new capabilities for the M1 digital stack
  • Application E2E solutions and design taking into consideration future maintainability, performance, and scalability
  • Review existing design and implement solutions for improvement from a performance and usability perspective
  • Conduct research into clients' use of Salesforce, producing a report of findings with recommended steps and a roadmap for Salesforce solutions
  • Own the design of Salesforce and (optionally) other affiliated solutions for Sales, Service, and platform solutions
  • Own the design of Amazon Connect and (optionally) other affiliated solutions for Sales, Service, and platform solutions
  • Responsible for impact analysis and design modifications to existing systems to support new requirements
  • Design contact center workflows, queuing, reporting, and related tasks
  • Create a well-informed cloud strategy and manage the adaptation process
  • Regularly evaluate cloud applications, hardware, and software
  • Develop and organize cloud systems
  • Work closely with IT security to monitor the company's cloud privacy
  • Respond to technical issues in a professional and timely manner and help in permanent resolution
  • Participate in architecture definition for Cloud Initiatives utilizing industry best practices and technologies
  • Offer guidance in infrastructure movement techniques including bulk application transfers into the cloud
  • Identify the top cloud architecture solutions to successfully meet the strategic needs of the company
  • Work within the project team to ensure delivery is within time and budget and meets the agreed scope
  • Define a solution using architectural design principles based on customer requirements
  • Collaborate with customers, partners, and other stakeholders to ensure that solutions meet their needs and expectations
  • Provide cost estimates for the proposed AWS infrastructure and services
  • Optimize solutions to meet budget constraints
  • Provide implementation guidance based on best practices to an organization throughout the lifecycle of a project
  • Project Completed: 1
  • B2C Transformation 2
  • B2B Transformation 3
  • PRIME project 4
  • Calabrio Project with AWS Connect

Technical Lead

HCL Technology Malaysia
09.2019 - 07.2022
  • Involved as SME cum Team Lead to manage the entire CCT application for OCBC, Singapore and Malaysia
  • Managing zero downtime in Contact Centre application for both countries as a part of BAU
  • Delivering effective process for improvement of operations and functionality of voice user interface application (IVR) and Non-Voice Application like Email and SMS
  • Designed and delivered multiple batch solution with automated capability of System Recovery that decreased the exposure to manual intervention by 40%
  • Involved in operation management for CCT platform like Application Audit, scheduled bank wide DR exercise, Upgrades
  • Upgraded Text Processor Platform (Email and SMS Banking) under Avaya AACC
  • Verint Solution for Screen Recorders/DPA
  • Involved in Avaya platform Upgrade (AEP, CM and MPP)
  • Involved in managing applications supported Vendors of new requirement of development and enhancement
  • Automating repetitive task as part of DevOps and Optimization
  • Upgraded Avaya CM and AEP for OCBC
  • Leading team of 11 resources and helping them delivering as per timeline
  • Conduct research into clients' use of Salesforce, producing a report of findings with recommended steps and a roadmap for Salesforce solutions
  • Own the design of Salesforce and (optionally) other affiliated solutions for Sales, Service, and platform solutions
  • Own the design of Amazon Connect and (optionally) other affiliated solutions for Sales, Service, and platform solutions
  • Project implemented under Amazon Connect 1
  • Developed and implemented 5 Call Flows for CEMEX client into Amazon Connect with Webservices integration using Lambda
  • Project requirement was as below which was successfully implemented before deadline
  • Client Name- CEMEX Duration: 4 Months Summary of Project: HCL Delivery Locations for Service Desk operations Total Peak ACD Service Desk Seats- 109 3
  • Required Inbound calls and Outbound calls service for Service desk agent
  • Incoming G outgoing from - 32 countries
  • Expected Inbound call volume Approx
  • 9.5k/Month G Outbound Calls Approx
  • 1k/Month 2
  • Developed and implemented 5 Call Flows for Mosaic client into Amazon Connect with Webservices integration using Lambda
  • Project requirement was as below which was successfully implemented before deadline
  • Client Name- Mosaic Duration: 4 Months Summary of Project:
  • Implemented full-fledged IVR flow for their employee with multiple self-service features
  • Multilingual IVR flow like in English, Spanish, Portuguese with Speech Recognition flow
  • Expected Inbound call volume Approx
  • 1500 calls per day which reduced 20 Service desk agent manual task
  • Integration with Salesforce.com and CRM suite
  • 2 Pilot project for Internal Global service desk
  • Developing call flow for Password reset and Bit locker Recovery.

Deputy Manager -IVR

Reliance Jio Infocomm Ltd
01.2018 - 09.2019
  • Manage existing projects and enhancements for IVR applications team for all existing IVR (Approx 40= IVR Flows) and new build as well
  • Reduced operational costs through effective negotiation with suppliers and vendors.
  • Suggested effective process for improvement of operations and functionality of voice user interface application
  • Implementation of alerts on proactive operational outage and action suggested to reduce manual dependencies
  • Managing integrations and issue resolution for the same
  • Provide technical assistance for designing and maintenance of enterprise IVR Applications
  • Supervised and motivated 8 staff employees.
  • Speech Projects and manage the technical content
  • Provide design status to the project manager and team members
  • Draft technical documentation content assessment for existing applications
  • Drafting FRDs, HCIDs, and call flows
  • Work closely with technical and business product managers to establish problem specification and system design or problem resolution use case
  • Ensure the clear understanding of project scope and other critical factors
  • Provide team awareness of any scope definition issues
  • Work with team members to ensure solution quality
  • Work to meet and/or exceed expected quality of assigned deliverables.

Team Lead -IVR

Servion Global Solution Ltd
04.2016 - 12.2017
  • Worked for client Reliance Jio as a part of Servion Global Solution implementation team to develop and implement end to end IVR applications
  • Later joined Reliance Jio to manage existing projects and enhancements for IVR applications team for all existing IVR (Approx 40= IVR Flows) and new build as well
  • Suggested effective process for improvement of operations and functionality of voice user interface application
  • Implementation of alerts on proactive operational outage and action suggested to reduce manual dependencies
  • Managing integrations and issue resolution for the same
  • Provide technical assistance for designing and maintenance of enterprise IVR Applications
  • Speech Projects and manage the technical content
  • Provide design status to the project manager and team members
  • Draft technical documentation content assessment for existing applications
  • Drafting FRDs, HCIDs, and call flows
  • Work closely with technical and business product managers to establish problem specification and system design or problem resolution use case
  • Ensure the clear understanding of project scope and other critical factors
  • Provide team awareness of any scope definition issues
  • Work with team members to ensure solution quality
  • Work to meet and/or exceed expected quality of assigned deliverables.

Application Developer

IBM- GBS
01.2015 - 04.2016
  • Application development and Support for Idea Cellular
  • Involved with various Self Service Voice application development for Client- Idea Cellular
  • Developed IVR based Mobile banking solution for Idea Subscriber
  • Developed Loan Recharge IVR to facilitate advance recharges over IVR
  • Developed and implemented TRAI mandate application like Auto Tele verification, MNP, DND, VAS etc
  • Regularization of MNP IVR to onboard maximum customer over IVR (Self Service) into Idea Cellular
  • Involved in Post-paid IVR enhancement
  • Developed and implemented 4G services IVR flow.

Associate Analyst- Content Engineering

GlobalLogic Technologies Ltd
05.2013 - 01.2015
  • Creating scripts to modelling data review, analysing and categorizing content of Google Shopping based on the appropriate judgment defined by business
  • Develop and deploy interactive interface and using Core Java and Web Services (SOAP/WSDL)
  • Timely deliver different project's data at the highest possible quality standard
  • Quickly learn new project requirements
  • Interpret customer feedback, monitor satisfaction, and help derive programs to improve quality
  • Optimize existing data workflow and provide ongoing feedback on tools and project
  • Experience in data management using SQL queries on tools like Access / SQL Server
  • Managing, cleaning and analysis of large datasets
  • Working knowledge of SQL Server, Writing stored procedures, ETL process and warehouse management.

Education

Future Leaders Program [FLP] -

NUS, Singapore

University Of Pune - undefined

Master's in Computers Applications

Nalanda Open University - undefined

Bachelor's in Computer Applications

Skills

API Developmentundefined

Certification

AWS Certified Solution Architect- Associate

Awards

  • SPOT Award from Servion in 2017
  • Team Excellence Award from Reliance Jio in 2018
  • SPOT Award from HCL in 2020 for best delivery during pandemic
  • Two times GEM Award from M1 Limited.

Timeline

Solution Architect

M1 Limited
09.2022 - Current

Technical Lead

HCL Technology Malaysia
09.2019 - 07.2022

Deputy Manager -IVR

Reliance Jio Infocomm Ltd
01.2018 - 09.2019

Team Lead -IVR

Servion Global Solution Ltd
04.2016 - 12.2017

Application Developer

IBM- GBS
01.2015 - 04.2016

Associate Analyst- Content Engineering

GlobalLogic Technologies Ltd
05.2013 - 01.2015

Future Leaders Program [FLP] -

NUS, Singapore

University Of Pune - undefined

Master's in Computers Applications

Nalanda Open University - undefined

Bachelor's in Computer Applications

Similar Profiles

CREATE PROFILE
ANISH KUMARSolution Architect