SAGRIKA SHUKLA

Product Manager

Bengaluru, Karnataka, India3 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in designing AWS contact center solutions.
Hands-on experience with multilingual IVR flows.
Strong focus on compliance and security best practices.

Stackforce AI infers this person is a SaaS-focused Amazon Connect Engineer with strong AWS integration skills.

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Skills

Core Skills

Amazon ConnectAws

Other Skills

LambdaS3DynamoDBIAMCloudWatchPythonScenario TestingRegression TestingAPI TestingChatbot TestingExcel PivotMicrosoft ExcelSoftware TestingJira

About

I am an Amazon Connect Engineer with 3 years of experience designing, implementing, and supporting secure, scalable contact center solutions on the AWS platform. At UST Global, I support the Adobe account, where I’ve led full-scale Amazon Connect implementations for voice and chat, integrating with key AWS services such as Lambda, Lex, S3, CloudWatch, DynamoDB, and IAM. My work includes end-to-end design of Amazon Connect contact flows, routing and queue setup, security profile management, and real-time production support. I collaborate with cross-functional teams to gather requirements, develop tailored solutions, and deliver UAT demos backed by comprehensive documentation. I bring hands-on experience in chatbot testing, Postman-based API validation, and building multilingual IVR flows (English, Spanish, French, and more). With a strong focus on compliance and operational governance, I enforce IAM-based access controls and security best practices. Currently pursuing AWS certification, I am passionate about delivering seamless, customer-centric experiences using Amazon Connect and the broader AWS ecosystem.

Experience

3 yrs 9 mos

Total Experience

3 yrs 9 mos

Average Tenure

3 yrs 9 mos

Current Experience

Adobe

Amazon Connect Engineer

Aug 2022 – Present · 3 yrs 8 mos · Bangalore Urban, Karnataka, India · Hybrid

Contact flow design for voice and chat (from scratch)
Queue and routing profile setup
Quick connects, hours of operation, and prompt management
Hierarchy-based security profile implementation
Lambda: Custom routing logic for chat/voice
S3: Logging and data storage for flow interactions
DynamoDB: Contextual data management across sessions
IAM: Fine-grained access control and permission policies
CloudWatch: Real-time monitoring, log analysis, and metric dashboards
Manual testing (regression, sanity, black-box)
API testing using Postman
Chatbot testing and multilingual IVR validation (English, Spanish, French, etc.)
Flow logic and routing scenario simulations in UAT and staging
Real-time and historical metrics dashboard configuration
Contact trace record (CTR) analysis and flow behavior tracking
Production support for voice/chat incidents and routing issues
Technical documentation for Amazon Connect configurations and flows
Use-case and integration documentation for custom applications
Delivered UAT demos and walkthroughs to end users and business teams
Collaborated with PDMs, business analysts, and cross-functional teams