Vejendla Anjani Kumar

WORK HISTORY

EDUCATION

ABOUT VEJENDLA ANJANI KUMAR

4 + years of expertise in developing and optimizing Amazon Connect contact flows, Amazon Lex bots,Bedrock models and Lambda-driven automation workflows. Skilled in designing efficient customer-agent interaction systems, real-time analytics, and bot performance optimization, delivering seamless user experiences and operational efficiency- Experienced in implementing evaluation systems in Amazon Connect, developing evaluation forms, and creating scoring systems to accurately assess agent performance- Skilled in workforce management, including scheduling agent shifts and efficiently assigning them to appropriate queues, ensuring proper resource allocation to meet demand- Proficient in configuring contact queues and call routing, prioritizing customer interactions using business logic and real-time agent availability- Developed automated workflows in Amazon Connect to streamline call routing and improve operational efficiency, reducing manual intervention- Conducted comprehensive end-to-end testing of agent-customer interactions to validate the functionality and accuracy of contact flows using Amazon Connect\'s Contact Control Panel- Collaborated effectively with the QA team to troubleshoot, validate, and optimize contact flows, evaluation forms, and scoring systems- Continuously refined contact flow configurations and evaluation forms based on feedback and test results, enhancing performance and accuracy- Experienced in Amazon Lex bot development, creating custom intents, slots, and slot types to meet specific business needs while integrating with AWS Lambda for dynamic, context-aware responses- Configured DynamoDB for storing and analyzing customer interaction data from Amazon Lex, using it for further optimization and analysis- Leveraged Lambda functions for real-time analytics and input validation, dynamically correcting customer queries to improve response accuracy and overall bot performance- Managed the monthly lifecycle of Lex intents, collaborating with clients to update, test, and transition changes into production environments smoothly- Monitored and optimized Lex bot performance, refining the user experience through continuous feedback loops and implementing necessary adjustments to handle high traffic volumes efficiently.