Kavana Basavaraju

Key Responsibilities & Achievements:

• Designed and implemented complex, scalable, and secure AWS cloud solutions to modernize Flexera’s contact center and enterprise applications, leveraging services such as EC2, S3, RDS, Lambda, IAM, VPC, and CloudFormation.
• Acted as a key technical advisor and solution architect, working directly with stakeholders to gather requirements, analyze existing infrastructure, and define effective migration and modernization strategies to AWS.
• Led the end-to-end development and deployment of Amazon Connect for high-volume customer support, integrating with Salesforce CRM, and custom agent desktops using Amazon Connect Streams API for real-time call and customer data.
• Designed and built Natural Language Understanding (NLU) solutions by implementing Amazon Lex bots for intelligent IVR and chat, automating routine inquiries and improving self-service capabilities.
• Developed and integrated REST APIs and microservices for secure data exchange between AWS services and third-party systems, ensuring seamless communication within the contact center ecosystem.
• Automated infrastructure provisioning and configuration management using Terraform and CloudFormation, following Infrastructure-as-Code (IaC) best practices to deliver consistent, repeatable environments.
• Applied DevOps principles: built CI/CD pipelines with GitLab and Bitbucket, enforced automated testing and deployment, and maintained high system reliability and security compliance (HIPAA, GDPR).
• Provided expert-level troubleshooting, performance tuning, and optimization of AWS services, proactively managing risks and ensuring robust, resilient cloud architectures.
• Mentored junior developers and cross-functional teams, sharing best practices, reusable artifacts, and contributing to organizational knowledge through internal workshops and documentation.
• Explored and piloted Generative AI use cases within the contact center, including agent assist solutions, conversational bots, and next-best-action recommendations to enhance customer and agent experiences.

• Designed and implemented a multi-channel contact center solution handling inbound and outbound communications using Amazon Connect, Lambda, DynamoDB, and Python.
• Developed custom Agent Desktop with Amazon Connect Streams API to display real-time customer information for improved agent efficiency.
• Built and maintained cloud infrastructure on AWS, ensuring high availability, security, and cost optimization.
• Automated infrastructure deployments using Terraform and CloudFormation, improving repeatability and reducing manual configuration errors.
• Developed serverless applications and microservices with AWS Lambda and integrated them with various AWS services.
• Monitored and optimized system performance using CloudWatch, and implemented event-driven data pipelines using Kinesis.
• Actively collaborated with cross-functional teams to translate business requirements into scalable technical solutions.

Developed automated deployment pipelines using Terraform to ensure consistent and repeatable infrastructure

provisioning and Automated the creation of AWS resources such as VPCs, EC2 instances, S3 buckets, RDS

databases, and IAM roles.

Automated the setup and configuration of Amazon Connect instances using Terraform and Managed Amazon

Connect resources, including contact flows, queues, routing profiles, and user settings through Terraform.

Defining and delivering on-site Professional Services engagements with partners and customers.

Participating in pre-sales on-site visits, understanding customer requirements, proposing and delivering packaged

offerings, and delivering custom solution engagements, specifically focused on call center organization,

processes, tooling and integration.

Engaging in short on-site projects proving the use of AWS services to support new computing solutions that

often span private cloud and public cloud services.

Engaging in integration and adaption of existing enterprise call centers into Amazon Connect.

Working with AWS product, engineering and support teams to convey partner and customer needs and feedback

as input to technology roadmaps.

Sharing real world challenges and recommending new capabilities that would simplify adoption and drive greater

value from use of AWS cloud services.