ashok sundaram

senior architect - cognizant technology solutions

About

Ashok has over 16 years of experience in Information Technology and recently completed Amazon Connect implementations for a major bank and healthcare company. Ashok is responsible for defining connect center strategy, roadmap and architecture. He has migrated legacy telephony and IVR to Amazon Connect/Lex natural language based IVR, integrated Kinesis stream for real-time call data for call/voice analytics and real-time agent data integration with WFM for staffing prediction and call data integration with quality center for agent training. Amazon Connect projects also included integration with Pindrop for Voice biometrics, CRM( Salesforce) for screen pop and data driven case creation, real-time customer journey data to agent, outbound dialer, and RPA. https://www.linkedin.com/pulse/my-fascination-amazon-connect-ashok-sundaram https://thefinancialbrand.com/91208/voice-artificial-intelligence-user-interface-contact-center-cx/

Country

united states

City

plano

Industry

information technology and services

Skill

sdlc, data warehousing, software project management, requirements analysis, business intelligence, oracle, crm, teradata, etl, project management, pl/sql, data migration, data modeling, unix, db2, requirements gathering, datastage, prince2, ibm mainframe, business objects, cobol, unix shell scripting, performance tuning, data warehouse project manager, mainframe, jcl, prince practitioner, shell scripting

Experience

product owner and senior system integrator - contant center telephony

capital one

2012-11 - 2018-2 · 5 yrs 4 mos

Experience in gathering business requirement and design call flow for Avaya ACD, skilling matrix, NICE Call recording, Avaya CMS Supervisor reporting setup, IVR and CISCO CUIC setup. Amazon Connect, Lex, Kineses, Cloud Watch, Lambda.

project manager

lloyds banking group

2008-6 - 2013-11 · 5 yrs 6 mos

IT Project Manager having experience in handling large Data Warehousing Projects in Teradata, Data stage and Mainframe technologies in Banking Domain.