Janardhan Guptha Suggala

About Janardhan Guptha Suggala

I’m a Software Development Engineer at Amazon focused on backend systems, distributed services, and real-time customer service routing platforms. My work helps power ML-driven routing by building the backend services that collect and process customer routing data, so customers are matched to the right support team faster and with fewer transfers.In my first year, I worked on production rollout safety, AWS Lambda auto-scaling, BFCM peak readiness, observability, on-call readiness, and data quality improvements for customer-impacting services. I also contributed to the transition from a legacy rule-based routing approach to a newer ML-based routing platform by improving the backend data pipelines and service reliability that support routing decisions.I enjoy solving problems at the intersection of scalability, reliability, and customer experience—especially in high-throughput systems where latency, data quality, and operational readiness directly impact outcomes. I’m particularly interested in backend architecture, cloud-native systems, distributed system design, and building strong operational foundations through testing, monitoring, runbooks, and SLA-driven engineering.

Experience

1. Software Development Engineer

   Amazon

   Jan 2025 — Present · Seattle, WA, US

   Built and enhanced backend services for Amazon’s next-generation customer service routing platform, enabling customer routing data to flow into ML-driven systems that improve agent queue/skill assignment and reduce customer transfers.* Contributed to the transition from a legacy rule-based routing model to a modern ML-based routing platform, improving routing accuracy and helping customers reach the right support team faster.* Designed a safe production rollout approach (one-box validation) for a customer-routing backend service, enabling early production traffic checks and reducing deployment blast radius.* Implemented dynamic Application Auto Scaling for AWS Lambda provisioned concurrency, reducing cold-start latency for time-critical routing workloads while improving cost-efficiency.* Led peak-readiness capacity planning for Black Friday / Cyber Monday (BFCM) traffic, performing deep TPS analysis across services and regions to ensure stable performance with no peak incidents.* Onboarded new AWS Lambda workflows to fetch 100+ customer data points from a central data aggregation platform, improving customer routing data availability for downstream ML models.* Strengthened service observability using AWS CloudWatch by creating comprehensive availability, latency, and error-rate alarms across core and dependent serverless components, improving proactive incident detection for customer-impacting issues.* Authored on-call SOP/runbook documentation for a customer-impacting backend service, improving operational readiness and helping engineers resolve incidents faster.* Established load-testing and integration-test readiness for backend services using internal test frameworks, improving confidence in scalability and production reliability.* Implemented anomaly detection in AWS CloudWatch for core customer-routing metrics and collaborated with platform teams to tune thresholds, helping define a broader monitoring pattern for the team.

Education

• St. Patrick's Junior College

  Higher Secondary, Mathematics, Physics and Chemistry

  2016 — 2018

• Vellore Institute of Technology

  Electronics and Communication Engineering, Specialization in Internet of Things and Sensors

• DAV Public School

  Secondary Shool

  2011 — 2016

• Arizona State University

  Master of Science - MS, Information Technology