Goal of the Assignment

Built and deployed a conversational AI bot using DRUID for advanced NLP/NLU capabilities.
Integrated the bot with Amazon Connect to enable real-time chat and voice interactions.
Automated incident creation and backend workflows based on user queries and issues raised during conversations.
Designed and validated API integrations using Postman to ensure seamless communication between frontend and backend systems.
Delivered a scalable solution to enhance customer experience, reduce manual workload, and ensure high availability.

Key Responsibilities

Designed and implemented DRUID conversational flows integrating chatbot, live chat, and backend systems.
Developed live chat integration using Amazon Connect contact flows, AWS Lambda (Python), and DRUID framework.
Built serverless backend logic using AWS Lambda, handling API orchestration, business workflows, and event-driven processing.
Integrated AWS services (DynamoDB, Lex) to support chatbot functionality, session handling, and data persistence.
Implemented Adaptive Cards within DRUID to deliver dynamic and interactive responses.
Developed and consumed REST APIs for key operations such as refund initiation and refund status tracking.
Automated incident creation workflows triggered by chatbot interactions and user-reported issues.
Implemented automated recovery and fallback mechanisms to ensure chatbot and live chat availability during outages.
Built automation scripts and workflows to reduce manual intervention and improve incident recovery time.
Configured monitoring and alerting using AWS CloudWatch, including log analysis for error and exception handling.
Set up email alerts using AWS SES for failure notifications and system health monitoring.
Ensured data integrity and service continuity across order tracking, refunds, complaint management, and agent escalations.
Managed end-to-end deployments across Dev, UAT, and Production environments.
Conducted API testing and validation using Postman to ensure reliability and performance.
Participated in incident management and root cause analysis (RCA) for continuous system improvement.

Tools & Technologies

Development & Platforms: DRUID, Python
AWS Services: Amazon Connect, AWS Lambda, DynamoDB, Amazon Lex, CloudWatch, SES
API & Testing: Postman
IDE & Tools: Visual Studio Code

Technical Skills

Cloud & Architecture

AWS (Serverless Architecture, Event-driven systems)
High Availability & Failover Design

Programming & Backend

Python
FastAPI

AI & Modern Technologies

LLM Integration
OpenAI APIs
Agentic AI
RAG (Retrieval-Augmented Generation)

Conversational AI

DRUID Framework
Chatbot & Voice Bot Development
Adaptive Cards Integration

Monitoring & Operations

CloudWatch Monitoring & Alerts
Incident Management & RCA
Deployment Lifecycle Management

TECHNICAL LEAD - AWS