Akhil Francis

Experience

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  Indiancashback.com

  Aug 2019 - Dec 2020

  Associate Software Developer
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  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

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  Cognizant

  Oct 2024 - Jan 2025

  Amazon Connect Developer
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  Centene Corporation

  Jan 2025 - now

  Application Development Engineer