TECHNICAL LEAD - AWS

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