Sushil Kumar | Contact Center Engineer

Who Am I ?

About Me

I'm Sushil Kumar, a Contact Center Engineer with 5+ years of experience at Cognizant, where I work as a Senior Associate designing and delivering enterprise-grade IVR systems for large-scale banking and financial services.

I specialise in Amazon Connect, Amazon Lex V2, AWS Lambda, and Amazon Bedrock Agent — building end-to-end conversational IVR solutions that have achieved an 82% speech recognition rate and 60% containment on critical payment features. I've led teams of 5 engineers and mentored 50+ associates through the Connect Academy initiative.

NIT Raipur graduate (B.Tech, Mechanical Engineering). Python is my primary language; Rust my secondary. Outside engineering, I enjoy playing chess.

View Resume Hire Me

What I Do ?

Service

Amazon Connect

5+ years designing end-to-end IVR contact flows for enterprise banking. Led Wealth Management, Retail Payment Services & 24/7 Banking delivery, managing a team of 5 engineers from requirement analysis through production.

Amazon Lex V2

Architected 30+ Lex V2 bots for banking IVR, achieving an 82% speech recognition rate. Expertise in NLU design, custom vocabulary, threshold-based confirmation, and complex bots — NLU Main Menu, Mobile Push Authentication, Stocks Info.

AWS Lambda

Engineered Python Lambda codehooks for Connect & Lex — user authentication, DynamoDB integration, data validation, and async API calls. Async Lambda implementation helped boost IVR containment to 60% on critical payment features.

Python

Primary language for all IVR codehook development — clean, testable Lambda functions for slot validation, API orchestration, DynamoDB reads/writes, and AWS service integrations across 30+ production bots.

What I Did ?

Portfolio

Wealth Management IVR

Enterprise IVR cloud migration to AWS — Amazon Connect, Lex V2 & Lambda. Led full delivery: requirement analysis, contact flow design, sprint planning & cross-team coordination.

Amazon Connect Lex V2 Lambda

Retail Payment Services

Credit card IVR with NLU Main Menu & async Lambda — boosted speech recognition to 82% and IVR containment to 60% for critical payment flows.

82% Recognition 60% Containment NLU

Chat App

Web Socket real-time chat application.

See Live Source Code

My Thoughts & Learnings

Blog

PythonVirtual EnvironmentUV

Python Virtual Environments & UV: The Complete Guide

May 2026 · 16 min read

A deep dive into Python virtual environments — professional dependency management.

CareerResumeJob Search

The Resume Checklist That Gets You Interviews

May 2026 · 6 min read

The checklist to make every bullet count — no buzzwords, no fluff, just what actually gets you the callback.

Prompt EngineeringAI Prompt

Your AI Is Only as Smart as Your Prompt

May 2026 · 11 min read

Discover the prompt engineering techniques that separate average AI users from power users.

PythonAsyncioConcurrency

Python Asyncio: The Zen of Not Waiting

May 2025 · 14 min read

A clear, analogy-driven guide to Python concurrency — threads, processes, asyncio, event loops, and coroutines explained from first principles.

Amazon ConnectAWSIVR

Getting Started with Amazon Connect

May 2025 · 8 min read

A beginner's guide to building your first IVR contact center flow using Amazon Connect.

Amazon LexNLUAWS

Amazon Lex V2: Speech & Intent Handling

April 2025 · 10 min read

Deep dive into slot validation, retries, and codehook patterns in Lex V2.

PythonAWS LambdaIVR

Python Lambda Patterns for AWS IVR

March 2025 · 11 min read

Reusable Python patterns for writing clean, testable Lambda functions behind Connect and Lex.

HI! I am Sushil