See the whole system.
Trace the customer, agent, data, and deployment paths together.
Exploring Amazon Connect and AWS opportunities
Sai Srinivas
Khandavally
I build cloud contact centers that stay clear under pressure.
Amazon Connect architecture, AWS integrations, Python automation, quality engineering, and the calm delivery discipline needed to make all of it dependable.
Career2018 - now
Master'sCSU / 2023
BaseHerndon, VA
Current / TechnoGen + HRS
SuccessKPI
Pristen IT / Direct
TCS + Humana
FocalCXM + Merck Pharma
01 How I think before I build
Curiosity needs a working rhythm.
I start with context, draw the system, test the difficult path, and keep learning until the design becomes clear enough for the whole team to use.
01Read widelyMorning news, business, technology, and public systems.
02Model the systemBoundaries, data movement, failure modes, and trade-offs.
03Prototype quicklyPython tools, AI agents, APIs, and practical automation.
04Share clearlyDocumentation, free learning resources, and reusable patterns.
02 Work / Amazon Connect
One platform.
Four working modes.
My strongest work sits where customer journeys, cloud services, automation, and operational quality meet.
Architect the conversation
Design the path before adding the technology.
Map customer intent, contact flows, IVR journeys, queues, routing profiles, prompts, fallback paths, and security boundaries.
Contact flowsIVRQueuesRoutingSecurity profiles
Make failure legible.
Build observability and recovery into the delivery path.
Leave the team stronger.
Share context, reusable tooling, and documentation people can act on.
03 Experience / verified titles + client context
The Amazon Connect thread across my career.
Official employment titles stay intact. Client and technology context is shown separately so the story stays strong and consistent.
2026 - now Software ProgrammerTechnoGen / Current client: HRS Amazon Connect + application delivery
Current work combines Amazon Connect-focused delivery with Python, TypeScript, REST APIs, application troubleshooting, and secure release workflows.
- Contact-center architecture and integration focus
- Azure DevOps pipeline recovery and standardization
- Reusable Python and Selenium environment health checks
2023 - 2026 Software Quality Assurance TesterTechnoGen / Client: SuccessKPI Connect quality + automation
Quality engineering around customer-experience and contact-center systems, with reusable Python, Selenium, BDD, API, and CI/CD practices.
- Functional, regression, integration, end-to-end, API, and UAT coverage
- Reusable automation scripts and test data
- 2025 performance review: Exceeded Expectations across documented review categories
Jan - May 2023 DevOps EngineerPristen IT Systems / direct internal work AWS foundations + delivery automation
Directly supported Pristen IT Systems with AWS infrastructure, automation, monitoring, and reusable cloud-delivery patterns.
- Python and Boto3 automation
- CI/CD and infrastructure-as-code patterns
- Serverless building blocks supporting cloud applications and contact-center integrations
2020 - 2021 Senior Process AssociateTata Consultancy Services / Client: Humana IVR + healthcare contact-center context
Supported enterprise healthcare business-process operations in a contact-center and IVR context, building practical understanding of high-volume customer journeys.
- Healthcare customer-service workflows
- IVR and Amazon Connect delivery context
- Cross-team operational discipline
2018 - 2020 Jr. QA EngineerFocalCXM / Client: Merck Pharma Enterprise QA + customer platforms
Built the quality-engineering foundation of my career while supporting enterprise pharmaceutical technology and customer-platform releases.
- Software quality assurance and release validation
- Selenium and API testing foundations
- AWS and Amazon Connect-associated delivery experience
04 Education + credentials
Built on computer science. Sharpened in the cloud.
Cleveland State University / May 2023
GPA3.62
05 Books / daily learning loop
I read to build better mental models.
Morning news keeps me connected to the world. Books, architecture notes, and hands-on prototypes keep the engineering sharp.
Current systems shelf
Data systems are trade-offs, not magic.
A practical lens for thinking about reliability, scalability, maintainability, storage, streams, and distributed trade-offs.
ReliabilityScalabilityDistributed systems
Read the morning paper.
Technology, business, public systems, and the larger context around the work.
Build small AI agents.
Independent experiments with workflows, tools, prompts, guardrails, and practical automation.
Publish free learning resources.
Personal courses, notes, and websites that make difficult topics easier to approach.
06 Life outside the ticket queue
Cricket mind.
Builder energy.
Room to breathe.
Sachin Tendulkar reminds me to prepare deeply. MS Dhoni reminds me that calm is a competitive advantage. Travel, reading, and time outdoors reset the perspective.
CricketSachin TendulkarMS DhoniBooksMorning newspaperTravelAI experimentsSystem design notes
07 Cleveland / master's chapter
A city that changed my scale of thinking.
Cleveland is here for a reason: it is where I completed my Master of Information Systems at Cleveland State University and turned classroom learning into a U.S. technology career.
MISCleveland State UniversityGraduated May 2023 / GPA 3.62
Cleveland, OhioCity / campus / seasons
08 Next conversation
Building an Amazon Connect team or solving a difficult cloud CX problem?
Let's compare notes on architecture, integration, automation, reliability, and what a thoughtful customer journey should feel like.
Public profile only: verified career information, high-level client context, personal learning work, and no immigration or confidential system details.