AWS Connect and Lex Implementation

I played a crucial role in developing and implementing an AI-enabled customer service solution using AWS Connect and Amazon Lex while working with 1904labs. This project led to significant achievements and partnerships.

Key Accomplishments

Major Client Acquisition Helped 1904labs secure Ring, an Amazon subsidiary, as their first major client for the AWS Connect-based solution.

High-Volume Call Handling

Implemented a system capable of serving 34 million calls annually, demonstrating the solution’s scalability and robustness.

Substantial Cost Savings

Launched NLP bots at Ring that resulted in $5.5 million in annual cost savings within just 6 months of implementation.

Technical Leadership

Cross-Team Initiatives

Led initiatives across multiple teams to develop and enhance AI-enabled customer service solutions.

AWS Partnerships

Established strong relationships with internal AWS Lex principal developers and product teams, gaining deep insights into best practices for implementing and running AWS Connect and Lex.

Multi-Environment CI/CD:

Maintained a complex continuous integration build process spanning five AWS accounts, ensuring seamless deployment and updates across environments.

Technical Expertise

Environment:

Worked with Python 3.9, TypeScript, AWS CDK, Brazil, and Amazon Lex.

Pre-Sales Support:

Participated in technical pre-sales calls to validate client needs and build relationships, contributing to business development efforts.

Team Development

Mentorship:

Coached and mentored developers, data scientists, and designers, fostering skill development and knowledge sharing within the team.