Rudthwick Pasunuri
Contact Center Engineer | Amazon Connect | Genesys Cloud | IVR | Lex | Lambda | Open to Remote Roles
- Role
- Senior Contact Center Engineer at Fifth Third Bank
- Location
- Akron, OH, US
- LinkedIn followers
- 500 followers
About Rudthwick Pasunuri
Completed Master’s degree in Computer Science at Campbellsville University, with a Bachelor’s degree in the same field from Sri Aurobindo College. At Fifth Third Bank, as a Senior Contact center Engineer, responsibilities include implementing and administering Amazon Connect, developing intelligent contact flows, and managing skills-based routing. Expertise lies in AWS integrations, user/role management with IAM, and automation using Lambda and Lex. At Fifth Third Bank, contributions focus on designing secure, scalable customer engagement solutions that align with organizational goals. By collaborating with cross-functional teams, solutions enhance customer experience through automated processes and robust integrations. Dedicated to leveraging technical expertise and a team-oriented mindset to deliver innovative contact center solutions that reflect a commitment to excellence.
Experience
Senior Contact Center Engineer
Mar 2023 — Present · OH, US
Amazon Connect | Contact Flow Design | Omnichannel Support | AWS IntegrationsAs part of my role, I led the implementation and administration of Amazon Connect, including the setup of instances via AWS Console with secure configurations for storage, encryption, and logging. I developed intelligent contact flows using the visual editor, AWS Lambda, and Amazon Lex to automate IVR interactions and integrate customer data from CRMs. My responsibilities also included skills-based routing, user/role management with IAM and SSO (Okta, Azure AD), and troubleshooting common telephony and authentication issues.I built and optimized outbound dialer campaigns, implemented DNC filtering, and handled ANI authentication, improving delivery rates and compliance. Additionally, I enabled omnichannel support (chat, email, voice) using Amazon SES, API integrations, and Contact Lens for sentiment analysis.Key focus areas:End-to-end contact flow creation with Lambda, Lex, and SSMLAgent/user provisioning via IAM and Amazon CogniteResolving call routing, disconnection, and audio/media issuesOutbound campaign logic (pacing, caller ID, carrier blocking fixes)Troubleshooting WebRTC, SMTP/SES integration, and analytics logs.
Education
Campbellsville University
Master's degree
Sri Aurobindo degree college hyderabad
Bachelor of Science - BS
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