Amazon Connect
015+ years designing end-to-end IVR contact flows for enterprise banking. Led Wealth Management, Retail Payment Services & 24/7 Banking delivery, managing a team of 5 engineers from requirement analysis through production.
Available for new projects
Hi, I'm Sushil. I build conversational AI.
> Contact Center Engineer
I design enterprise-grade conversational IVR on Amazon Connect, Lex V2, Lambda and Bedrock Agents — shipping self-service that banks and their customers actually trust.
Who am I
Engineering conversations that scale
I'm Sushil Kumar, a Contact Center Engineer and Senior Associate at Cognizant with 5+ years designing and delivering enterprise-grade IVR systems for large-scale banking and financial services.
I specialise in Amazon Connect, Lex V2, AWS Lambda and Amazon Bedrock Agents — building end-to-end conversational IVR that hit an 82% speech-recognition rate and 60% containment on critical payment features. I've led a team of 5 engineers and mentored 50+ associates through the Connect Academy initiative.
NIT Raipur graduate (B.Tech, Mechanical). Python is my primary language, Rust my secondary. Off the clock, you'll find me playing chess.
Amazon ConnectLex V2AWS LambdaBedrock AgentsPythonRustDynamoDBNLU Design
0+
Years experience
0+
Lex V2 bots shipped
0%
Speech recognition
0%
IVR containment
What I do
Services & expertise
End-to-end conversational IVR — from NLU and contact-flow design to the Lambda code that powers it. Everything below runs in production banking environments today.
Amazon Lex V2
02Architected 30+ Lex V2 bots for banking IVR, achieving an 82% speech recognition rate. Expertise in NLU design, custom vocabulary, threshold-based confirmation, and complex bots — NLU Main Menu, Mobile Push Authentication, Stocks Info.
AWS Lambda
03Engineered Python Lambda codehooks for Connect & Lex — user authentication, DynamoDB integration, data validation, and async API calls. Async Lambda implementation helped boost IVR containment to 60% on critical payment features.
Connect AI Agent
04Architected IVR self-service orchestration AI Agents for features like Credit Card Payments and IT Helpdesk to provide real-time generative AI assistance and automate self-service workflows using integrated knowledge bases and backend tools.
Python
05Primary language for all IVR codehook development — clean, testable Lambda functions for slot validation, API orchestration, DynamoDB reads/writes, and AWS service integrations across 30+ production bots.
Selected work
Projects
A mix of enterprise IVR delivery and things I build for the fun of it.
IVR 
Wealth Management IVR
Enterprise IVR cloud migration to AWS — Amazon Connect, Lex V2 & Lambda. Led full delivery: requirement analysis, contact flow design, sprint planning & cross-team coordination.
IVR 
Retail Payment Services
Credit card IVR with NLU Main Menu & async Lambda — boosted speech recognition to 82% and IVR containment to 60% for critical payment flows.
Web 
Writing
From the blog
Notes on Amazon Connect, Lex, Python and whatever I'm learning.
CloudFormation, Without the Fog: My Journey from Console Clicks to Infrastructure as Code
A practical guide to AWS CloudFormation, stacks, templates, resources, parameters, outputs, intrinsic functions, and how it fits with Boto3.
Read articleVim in VS Code: The Setup That Doubled My Editing Speed
A practical guide to using the VSCodeVim extension inside VS Code — modal editing, leader keys, custom keybindings, and the exact settings.json and keybindings.json I use every day.
Read articlePython Virtual Environments & UV: The Complete Guide
A deep dive into Python virtual environments — professional dependency management.
Read articleThe Resume Checklist That Gets You Interviews
The checklist to make every bullet count — no buzzwords, no fluff, just what actually gets you the callback.
Read articleYour AI Is Only as Smart as Your Prompt
Discover the prompt engineering techniques that separate average AI users from power users.
Read articlePython Asyncio: The Zen of Not Waiting
A clear, analogy-driven guide to Python concurrency — threads, processes, asyncio, event loops, and coroutines explained from first principles.
Read articleGetting Started with Amazon Connect
A beginner's guide to building your first IVR contact center flow using Amazon Connect.
Read articleAmazon Lex V2: Speech & Intent Handling
Deep dive into slot validation, retries, and codehook patterns in Lex V2.
Read articlePython Lambda Patterns for AWS IVR
Reusable Python patterns for writing clean, testable Lambda functions behind Connect and Lex.
Read articleLet's talk
Have a project in mind?
Whether it's an IVR build, a Lex bot that needs rescuing, or just a chat about conversational AI — my inbox is open.
isushilpuri@gmail.com