Rijeesh Akkambeth Chathoth

Partnering with field, sales, and engineering teams at Amazon Web Services to design and deploy production-grade cloud environments powered by Amazon Connect. Lead Professional Services engagements across contact center transformation, CCaaS modernization, and hybrid cloud architecture—integrating Agentic AI and Conversational AI to enable intelligent automation, virtual agents, and next-generation customer experiences. Bridge customer insights with product and engineering teams to influence roadmaps, contribute to best practices and playbooks, and accelerate partner enablement, including MSP development and AI capability upskilling.

Contact Center Specialist (Genesys/SharpenCX/Apropos etc) Genesys PureConnect ICCE & ICHD Engineer. Genesys Cloud Certified Professional. Specializes in customizing contact center solutions, integrating with various CRM systems (SalesForce, Microsoft Dynamics, etc.)

Maintenance and Enhancement of Customer Experience Applications , a suite of applications which enable Dow Jones to provide best in class service to their customers. Interactive Intelligence(Genesys PureConnect) , Enghouse CIM and various web applications. • Requirement analysis • Estimation • Design • Schedule and task tracking • Coding • Code Review • Unit testing • Implementation • Release Management • Offshore coordination

Lotus: Video migration project. Video Lotus project aimed at giving better video experiences for Yahoo! users.The project was to create workflows to process the video feeds that Yahoo! gets from its partners all over the world. The feeds (video files and associated story/news) differ in format, language, quality etc. The workflow processes the feeds and converts them to a Yahoo! proprietary format. The new format allows Yahoo to design its websites in a better way as well as to play video files according to varying network speed at different geographical locations. It also has the capabilities to play advertisements.The workflow was open ended allowing new partners/feeds to be on-boarded with just configuration changes. A total of 500+ partners were on-boarded to this new platform as part of this project and also millions of old videos were migrated.

Enterprise Business Processes & Systems Transformation for LexisNexis The EBPS program is for shifting legacy business systems architecture to an enterprise approach to address operational challenges and support the solutions transformation. It ensures a comprehensive Master Data Management program is in place for customer, product and operational information that flow throughout these systems. As part of this transformation program the remodeling of a web application was in my scope. The new application interacts with the new business systems and provides the user with their daily billing and monthly invoicing details. The application is mainly used by the customers of LexisNexis. It provides 12 months of history, plus the current month, of billing data. Every day the usage details for the current month get updated. Users can search through PowerInvoice to locate the one or more billing reports. Provides search facility to quickly locate reports that contain the desired information. Users can pay their bills online and also can set their preferences for the application. User can review those reports online, print copies, and download them in a variety of formats or import them into other applications.

Worked on maintenance and production support of a web based application used to access billing data and electronic invoicing images for the customers of LexisNexis. Responsibilites include - Monitoring batch jobs and scheduled applications - Solving production issues and Root cause analysis - Understanding business & functional requirements and working on enhancement requests. - Develop tools and automation for routine manual tasks