Sushil Kumar - Contact Center Engineer

Professional Summary

Contact Center Engineer with 5+ years of experience designing, developing, and deploying enterprise-grade IVR applications using Amazon Connect, Amazon Lex, AWS Lambda, Connect Assistant, and Amazon Bedrock Agent. Proven track record of improving speech recognition rates to 82%, boosting containment rates to 60%, and delivering seamless customer experiences for large-scale banking and financial services contact centers.

Technical Skills

AWS Services	Amazon Connect, Amazon Lex V2, AWS Lambda, Amazon Bedrock Agent, Connect Assistant (Q in Connect), DynamoDB, S3, CloudWatch, IAM
Languages	Python, Rust
Specializations	IVR Development, NLU Design, Contact Flow Engineering, Speech Recognition Optimization, Conversational AI
Tools & Platforms	Git, Linux (openSUSE, Debian), CI/CD, Agile/Scrum

Professional Experience

Cognizant Technology Solutions Nov 2020 – Present

Senior Associate – Projects | Contact Center Engineering

Led Retail Payment Services and Wealth Management feature delivery, managing a team of 5 engineers and shipping end-to-end IVR applications on schedule.
Implemented threshold-based confirmation, filler words, and custom vocabulary to boost speech recognition for Lex Bots across Credit Card Payment Services, achieving an 82% recognition rate.
Enhanced IVR containment rate to 60% for the critical Payments feature by resolving delays, misrecognition, and CX issues through NLU Main Menu design, Assisted NLU, and asynchronous Lambda implementation.
Developed the most complex Lex Bots prone to higher misrecognition — including NLU Main Menu, Mobile Push Authentication, and Stocks Info — delivering optimal customer experience.
Spearheaded the Connect Academy initiative within the Contact Center Practice, mentoring and training 50+ associates in Amazon Connect, Lex, and Lambda.
Architected and deployed 30+ Amazon Lex V2 bots handling speech input, validation, retries, and fulfillment using Python-based code hook Lambdas for banking IVR workflows.
Engineered AWS Lambda functions for Amazon Connect flows, enabling user authentication, data validation, and secure storage in DynamoDB.
Conducted code reviews enforcing best practices and resolved defects during SIT/UAT phases in coordination with AWS support teams.

Projects

Bank Contact Center — IVR Cloud Migration

Migrated enterprise-scale IVR banking applications — Wealth Management, Retail Banking, Mutual Funds, ACH, and Card Inquiry Services — to AWS Cloud using Amazon Connect, Lex V2, and Lambda. Led requirement analysis, contact flow design, sprint planning, and cross-team coordination for end-to-end delivery.

Upfront Payment Service — LLM-Powered IVR

Developed an IVR application enabling customers to pay credit card bills through LLM-powered Amazon Connect Assistant (Q in Connect), enhancing self-service experience. Implemented Agent Assist to provide agents with real-time answer recommendations powered by Knowledge Base articles.

Education

National Institute of Technology, Raipur 2016 – 2020

Bachelor of Technology — Mechanical Engineering | CPI: 8.35

Jawahar Navodaya Vidyalaya, Surguja, CG 2016

Higher Secondary Certificate | Percentage: 95.8%

Achievements

The Client Advocate Award — Recognized for exceptional client service, relationship building, and dedication at the Contact Center Townhall 2025.

Gem of a Person Award — Recognized by the Project Manager for developing 30+ high-quality Lex Bots and deploying an end-to-end IVR business unit application to production.