Akhil Francis

Akhil Francis

Associate Software Developer

Followers of Akhil Francis1000 followers
location of Akhil FrancisSan Jose, California, United States

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  • Timeline

  • About me

    AWS Developer | Contact Center Solutions | Amazon Connect/ AWS Lex | IVR | IVR - ChatBot Developer |Conversational AI |

  • Education

    • University of the Pacific - Eberhardt School of Business

      2022 - 2023
      Master's in Business Analytics Statistical Analysis 3.9/4.0
    • Christ University, Bangalore

      2016 - 2020
      Bachelor of Technology - BTech Computer Science 3.6/4.0
  • Experience

    • Indiancashback.com

      Aug 2019 - Dec 2020
      Associate Software Developer
    • Global Technology Solutions Inc. (GTS)

      Feb 2024 - Oct 2024
      AWS Connect Engineer

      ● Analyzed client requirements and optimized call flows for the inbound and outbound call flows.● Implemented and managed IVR call flows in Amazon Connect Contact Center, optimizing call routing and customer interaction workflows.● Monitored and analyzed call metrics, bot performance, and Lambda errors, using Amazon CloudWatch logs for real-time insights and adjustments.● Integrated AWS Lambda (Python 3.11) and Pinpoint with Amazon Connect to automate and streamline outbound calls. And deployed a predictive dialer for outbound campaign calls for the clients.● Developed Outbound campaigns with the integration of the AWS Pinpoint service and Lambda functions. Outbound call flows are created with specific queue treatment and voicemail setup.● Created Internal AWS transfer and external phone quick connects and transfer flows as per the logic.● Implemented and maintained Pinpoint Campaigns and journeys, also developed a Lambda function for automated segment updates● Provided more personalized client experience through dynamic prompts and dynamic entry of call flow, queues, and routing profile IDs to Dynamo DB.● Monitored campaign performance using Amazon Cloud Watch and Pinpoint analytics, making data-driven adjustments to improve outcomes.● Provided support on the change requests from clients, communicated and discussed on the changes.● Integrated AWS services such as S3, Lambda, Dynamo DB, and Pinpoint with Amazon Connect and Lex to enhance system capabilities. Show less

    • Cognizant

      Oct 2024 - Jan 2025
      Amazon Connect Developer
    • Centene Corporation

      Jan 2025 - now
      Application Development Engineer
  • Licenses & Certifications

    • Google Data Analytics Professional Certificate

      Coursera
      Jul 2023
      View certificate certificate
    • Amazon Connect Communications Specialist

      Amazon Web Services (AWS)
      Sept 2024
      View certificate certificate
    • Hacker Rank - SQL (Basic)

      HackerRank
      Dec 2022
    • Hacker Rank - SQL(Advanced)

      HackerRank
      Dec 2022
    • HashiCorp Certified: Terraform Associate (003)

      HashiCorp
      Aug 2024
      View certificate certificate
    • AWS Certified Cloud Practitioner

      Amazon Web Services (AWS)
      Jan 2023
      View certificate certificate
    • Python Programming Masterclass

      Udemy
      Jul 2021
    • Spring & Hibernate ( Udemy Professional Certification)

      Udemy