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 DevelopmentRESTFul and SOAP ServicesAWS ServicesAmazon ConnectAWS LambdaIAMS3Kinesis StreamsCloudWatchEC2LambdaEnterprise ArchitectureSolution ArchitectureBitBucketCloud ArchitectureMicroserviceCore JavaPython CPQ CRM DynamoDBEnterprise ArchitectureOracleMSSQSalesforce VlocityCPQEPCXOMETL ProcessSnowflakeTableau ReportsIBM WebSphereApplication SecurityIVRJ2EE Java JavaScriptMSSQLMySQLCI/CDDevOpsAssured in meeting deadlines with confidenceBuild Reliable and Inexpensive solutionsStakeholder management and business understanding
Systems design
Software Development Lifecycle
Enterprise Architecture Design
Cloud Computing Expertise
Project Costing
Interpersonal Communication
Cloud services
Architecture review
Code Development
Decision-Making
Adaptability and Flexibility
Active Listening
Written Communication
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