Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Karunakar Reddy Thathireddy

Karunakar Reddy Thathireddy

DUNDAS,NSW

Summary

My passion lies in driving technical solutions that bridge customer experience and operational efficiency. Whether it’s cloud architecture design, API-driven automation, or ensuring seamless DevOps practices, I’m committed to delivering results that align with business goals and enhance organizational success and also holds masters degree in Information Technology.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Professional Systems Engineer

DXC Technology
03.2022 - Current
  • Improved system performance by identifying and resolving technical issues in a timely manner.
  • Completed software updates and assessed security patches for optimized computer use.
  • Evaluated new tools and technologies for possible integration into existing infrastructure environments.
  • Analyzed system requirements, developing tailored solutions that met or exceeded client expectations.
  • Developed cost estimates and project specifications for proposals.
  • Designed and implemented containerization strategies using Docker and Kubernetes, improving resource utilization and management.
  • Led end-to-end implementation and configuration of Amazon Connect for various clients, improving customer service operations by streamlining call routing, IVR design, and agent workflows.
  • Designed and deployed scalable Amazon Connect call center solutions, including integration with AWS Lambda, Amazon Lex, and other AWS services to automate and enhance customer interactions.
  • Developed and optimized AWS Lex chatbots and voice bots to handle routine customer inquiries, reducing call volume by 30% and increasing first-call resolution rates.
  • Created custom dashboards using Amazon CloudWatch and Amazon QuickSight to monitor real-time call center metrics and KPIs, improving management's ability to make data-driven decisions.
  • Integrated Amazon Connect with CRM systems (Salesforce, Service Cloud Voice) to provide seamless agent and customer experiences while improving data accuracy and workflow efficiency.
  • Migrated AWS applications like Amazon Connect and Quicksight from ADFS to Entra ID.
  • Integrated Payreto's payment gateway with Amazon Connect to securely process customer payments over voice or chat, supporting a wide range of payment methods, including credit cards, debit cards, and mobile wallets.
  • Implemented Amazon Transcribe for real-time speech-to-text transcription of customer-agent conversations in Amazon Connect, enhancing agent productivity by providing immediate access to call transcripts during interactions.
  • lead the L1, L2 team and trained them on various aspects of Amazon Connect which Include to develop prototypes, to build creative contact flows, lex, Polly, contact lens, analyzing CloudWatch logs.
  • Built and deployed scalable infrastructure, including VPCs, EC2 instances, S3 buckets, RDS databases, IAM roles/policies, and more using Terraform modules and CloudFormation to promote reusability and efficiency.
  • Integrated Git repositories with CI/CD tools such as Jenkins, GitLab CI, and AWS CodePipeline to automate the deployment of code and infrastructure changes, ensuring fast and consistent delivery cycles.
  • Supported in building Wallboard application architecture leveraging some of AWS services like Cloudwatch Event, lambda, S3, Api Gateway and Cognito which helps to quickly monitor near real time metrics.
  • Integrated AWS CloudWatch metrics and Amazon Connect health data into Datadog, providing full-stack visibility into Amazon Connect’s infrastructure and performance, ensuring high availability and uptime of the contact center.
  • Implemented AWS Lambda functions and FourConnect APIs to synchronize customer data across both platforms, allowing agents to view up-to-date customer details regardless of the channel used.

Associate System Engineer

DXC Technology
04.2020 - 03.2022
  • Build Automated and Traditional Contact Center for clients with all the requirements gathered and delivered the solutions on time
  • Always mentored the support team professionally and technically
  • Well communicated with the clients and gathered requirements for the projects and changes and delivered them on time
  • Work with all internal groups, including support, sales, engineering, product management, and consulting
  • Creating contact center related reports using analysis tools
  • Analyzing, testing, diagnosing, and solving the issues raised by users within the stipulated time
  • Actively working in a major cloud platform to render all the needed services to the customers
  • Working and understanding client requirements, solutioning and majorly worked on developing through Amazon Connect and the API's, data lookup's with the logic by invocating in the amazon connect
  • Working in Connect Platform and providing logic-based solutions for every new requirement from client and delivering solutions to production environment on time
  • Maintaining Infrastructure of a project and changing the upcoming requirements using terraform which is considered as a IaaS (Infrastructure as a Service)
  • Worked on AWS serverless lambda to integrate it with Contact Center to apply logics and used for data dipping and the data will stored in AWS DynamoDB
  • Documented all the changes and implementations of contact center and updated in Confluence
  • Build billing reports for different clients and provided insights, where clients can save their money
  • Took up many challenges in the environment and worked in multiple roles for different projects and maintained good culture with everyone, worked effectively for a good product quality
  • Always keen to keep the network safe and secure by using the security monitoring applications such as Fortinet and has a good knowledge on networking
  • Deployed all the resources to the different environments using terraform
  • Worked on different AWS accounts and maintained them with the AWS Security best practices
  • Created the data pipelines that involves different AWS services for different customers and found insights from the data using analysis tools such as QuickSight
  • Successfully completed an automation project which saves lot of time to generate the weekly and monthly reports of the clients
  • The effort that needs to keep on completing to report is reduced by 80%
  • Successfully completed a CloudCheckr automation project that helps us in tenant-based billing for the different accounts of ResLife

Education

Professional Year in IT - Professional Workplace Writing, Professional Presentations, Australian Workplace Culture

Performance Education
01.2020

Master of Information Technology - Data Mining, Project Management, Business Intelligence, Strategic Network Management

University of Wollongong
Wollongong, NSW
01.2019

Bachelor of Electronics and Communication Engineering - Electronics circuit-1, Digital Electronics

R.M.K Engineering College
01.2016

Skills

  • HTML
  • CSS
  • Python
  • SQL
  • MySQL
  • AWS Connect
  • Lambda
  • Lex
  • CloudFormation
  • EC2
  • VPC
  • S3
  • IAM
  • AWS Glue
  • Athena
  • QuickSight
  • Elastic Beanstalk
  • Route 53
  • CloudTrail
  • API Gateway
  • CloudFront
  • Code Build
  • KMS
  • Fsx
  • DynamoDB
  • RDS
  • SQS
  • SNS
  • Amazon EventBridge
  • CloudWatch
  • Cloud services
  • Technical analysis
  • Network security
  • Code development

Certification

AWS Solutions Architect Associate

Timeline

Professional Systems Engineer

DXC Technology
03.2022 - Current

Associate System Engineer

DXC Technology
04.2020 - 03.2022

Master of Information Technology - Data Mining, Project Management, Business Intelligence, Strategic Network Management

University of Wollongong

Bachelor of Electronics and Communication Engineering - Electronics circuit-1, Digital Electronics

R.M.K Engineering College

Professional Year in IT - Professional Workplace Writing, Professional Presentations, Australian Workplace Culture

Performance Education

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Karunakar Reddy Thathireddy