Mounika M

About Mounika M

I am proficient in JavaScript, React, Node.js, REST, Dialogflow ES, Dialogflow CX, Express.js, Laravel, NLP, PHP, HTML, and CSS with proven experience in delivering time-critical projects, with a strong commitment to excellence in performance and reliability. • Experienced in building E2E web applications and virtual agents using React, Javascript, Node.js, Dialogflow\'s Conversational AI (CCAI) capabilities to enhance natural language understanding and provide intelligent responses.

Experience

1. Software Engineer

   Google

   Nov 2024 — Present · US

   Designed and developed an intelligent IVR chatbot using Genesys Cloud CX and Google CCAI to automate Comcast’s customer support workflows.• Integrated telephony system with Dialogflow CX to enable voice-based interactions and seamless call routing.• Utilized Genesys Cloud CX page and flow architecture, along with Google CCAI, to create structured and modular conversational experiences, enhancing the scalability and maintainability of the chatbot.• Applied advanced features of Genesys Cloud CX, including slot filling, parameter validation, and webhook integrations, to enhance the chatbot\'s capabilities and provide personalized user experiences.• Conducted thorough testing of the chatbot, including unit testing, integration testing, and end-to-end testing, to ensure robust and error-free performance.• Worked on optimizing and fine-tuning the chatbot\'s natural language processing (NLP) models inGenesys Cloud CX to improve intent recognition and overall accuracy.• Built complex conversation flows to handle queries related to billing, technical support, and service upgrades.• Designed and executed BigQuery and SQL queries within Dialogflow CX to retrieve and manipulate data, enabling the chatbot to provide up-to-date and relevant information to users.• Successfully managed the entire life cycle of virtual agent development, actively providing valuable suggestions for improvement and implementing internal testing tools to validate Genesys Cloud CX.• Implemented automated testing and continuous integration (CI) processes to ensure code quality, stability, and faster deployment cycles.• Followed agile development methodologies, actively participating in daily stand-ups, sprint planning, and retrospectives to ensure effective project management and timely delivery.

Education

• Geethanjali College of Engineering and Technology

  Bachelor of Technology - BTech, ECE

• Jawaharlal Nehru Technological University

  Bachelor's degree, Electrical, Electronics and Communications Engineering