Chandu K

Cloud Engineer @EVERSANA

Architected enterprise-grade Amazon Connect contact center solutions, supporting voice and chat across multiple business units with over 500 agents. Designed complex Contact Flows integrating Amazon Lex for multilingual self-service IVRs and Lambda for backend data processing. Implemented secure call recordings, routing profiles, callback flows, and real-time CTR-based reporting using Athena and QuickSight. Integrated Amazon Connect with Salesforce CRM and ServiceNow for enhanced agent assist and customer context. Enabled compliance and audit readiness through CloudWatch logging, S3 encryption, and IAM-based access policies. Automated deployment and change management using CloudFormation, CodePipeline, and GitHub Actions. Collaborated cross-functionally with Product, Security, and Customer Service teams to align the platform with business objectives.