Arundas Theruvathil

WORK HISTORY

EDUCATION

ABOUT ARUNDAS THERUVATHIL

Contact Centre technology specialist with over 12 years of experience across multi-vendor platforms including Cisco, Avaya, NICE, and Amazon Connect. In recent years, I have focused on designing and delivering AI-driven solutions on AWS, specialising in Amazon Connect and generative AI technologies. Strong expertise in Amazon Q, Amazon Lex V2, and Amazon Bedrock to build intelligent self-service IVRs, agent assist solutions, and conversational bots that enhance customer experience and operational efficiency. Hands-on experience with CI/CD pipelines, Infrastructure as Code (CloudFormation and Terraform), Git/GitHub, and Lambda automation using Python and Node.js, alongside designing secure, scalable AWS architectures.I have led the design and deployment of Agentic AI solutions for major banking customers, including a generative AI-powered self-service IVR being implemented within a production AWS environment. The solution combines Amazon Q, Bedrock, and Lex V2 with enterprise orchestration layers to enable contextual memory, multi-step reasoning, and dynamic conversation management. I bring strong experience in prompt engineering, AI agent design patterns, and secure prompt controls to ensure accurate and compliant responses in regulated environments.Additionally, I have built enterprise-scale RAG architectures using Bedrock LLMs, S3-based knowledge repositories, and automated content ingestion with vector-based retrieval to deliver grounded, context-aware responses. My work includes implementing AI guardrails, hallucination mitigation, integrating with MCP servers, PII protection, and responsible AI governance aligned with banking security standards. I focus on delivering autonomous contact centre journeys that provide a natural, human-like experience while maintaining scalability, resilience, and cost optimisation at enterprise scale.Achievements : Accenture ACE Award– FY2021 - Best Performer of Q1I have extensive experience in leading key projects from design to production, including deploying cloud solutions and migrating on-premise applications to the cloud. I\'ve been involved in voice recording solutions and integration with telephony systems for many of my careers and continue to build on that experience. I love working with the latest technologies and designing solutions to meet customer needs. Communication is essential, and I coordinate with multiple teams to provide the best solution for the customer.