Ram Sharan Pynda
Senior Cloud Engineer  /  Amazon Connect Engineer
201-884-4254
pynda.ram@gmail.com
linkedin.com/in/ram-sharan-p-15b09995
ramsharanpynda.com
00 Summary
Senior AWS Cloud Engineer and Amazon Connect Engineer with 9+ years of experience designing, developing, and supporting enterprise-scale contact center and cloud solutions. Expertise in Amazon Connect, Contact Flows, IVR Design, Amazon Lex, AWS Lambda, API Gateway, DynamoDB, Contact Lens, Customer Profiles, Routing Profiles, Queues, Quick Connects, CCP, Streams API, and cloud-native integrations. Proven track record building intelligent customer engagement platforms supporting voice, chat, self-service automation, CRM integrations, real-time screen pops, sentiment analysis, and operational analytics. Skilled in AWS serverless architectures, REST APIs, JavaScript, Python, Terraform, CloudFormation, and CI/CD pipelines. Experienced leveraging Amazon Bedrock, Generative AI, Amazon Lex, Contact Lens Analytics, and AI-powered automation to improve customer experience, increase self-service containment, and reduce operational costs.
01 Experience
Verizon
Sep 2025 – Present
Senior Cloud Engineer · Irving, TX
  • Designed and implemented enterprise-scale Amazon Connect solutions supporting customer service, sales, and support operations.
  • Developed complex Contact Flows and IVR applications for customer authentication, intent routing, account verification, callback requests, queue prioritization, and intelligent call transfers.
  • Configured Routing Profiles, Queues, Quick Connects, Hours of Operation, agent hierarchies, and workforce routing strategies.
  • Built serverless integrations using Lambda, Python, API Gateway, DynamoDB, and REST APIs for customer profile lookup, ticket creation, and workflow automation.
  • Developed Amazon Lex conversational bots enabling self-service capabilities and reducing live agent dependency.
  • Integrated Amazon Connect with CRM platforms using JavaScript, REST APIs, and Amazon Connect Streams API with real-time screen-pop solutions.
  • Configured Contact Lens for sentiment analysis, compliance monitoring, escalation detection, and quality management.
  • Built CTR analytics pipelines using Kinesis, S3, Athena, and QuickSight for operational reporting.
  • Implemented Infrastructure as Code using Terraform and CloudFormation for multi-environment deployments.
  • Reduced agent transfer rates by 30% through intelligent routing and automated customer authentication.
  • Increased IVR self-service containment by 40% through Amazon Lex integration and workflow optimization.
  • Reduced customer authentication time by 45 seconds through API-driven verification services.
Capital One
Jan 2025 – Sep 2025
Senior Cloud Engineer · Plano, TX
  • Supported enterprise Amazon Connect platform serving customer service and financial operations teams.
  • Designed and enhanced IVR workflows supporting customer authentication, account lookup, fraud validation, payment processing, and service requests.
  • Developed Lambda services in Python to orchestrate backend interactions and real-time customer data retrieval.
  • Integrated Amazon Connect with CRM systems, ServiceNow, API Gateway, DynamoDB, and internal enterprise platforms.
  • Developed custom agent desktop integrations using JavaScript and Amazon Connect Streams API.
  • Built dynamic routing logic based on customer attributes, account status, queue conditions, and business priorities.
  • Configured Contact Lens analytics for compliance monitoring, sentiment analysis, agent coaching, and quality assurance.
  • Implemented CTR reporting solutions using Kinesis, S3, Athena, and QuickSight.
  • Reduced Average Handle Time (AHT) by 25% through intelligent IVR and routing optimization.
  • Increased self-service utilization by 35% via Amazon Lex-powered conversational IVR and API-driven integrations.
  • Improved First Call Resolution (FCR) by 20% through skills-based routing and customer profile-driven call flows.
Fannie Mae
Jan 2023 – Dec 2024
Senior Cloud Engineer · Plano, TX
  • Developed and maintained enterprise Amazon Connect contact center solutions supporting customer operations teams.
  • Designed Contact Flows, IVR menus, Routing Profiles, Queues, Quick Connects, and callback workflows.
  • Built Lambda-based integrations for customer authentication, account lookup, case management, and backend process automation.
  • Implemented Amazon Lex voice and chatbot solutions improving self-service customer experiences.
  • Configured Contact Lens for call transcription, sentiment analysis, compliance tracking, and quality management.
  • Developed operational dashboards using CloudWatch, Athena, Kinesis, and QuickSight.
  • Built JavaScript-based integrations leveraging Amazon Connect Streams API and REST services.
  • Reduced call abandonment rates by 18% through optimized queue management and callback workflows.
  • Improved customer satisfaction scores by 15% through streamlined IVR journeys and personalized routing.
  • Increased IVR containment by 30% via Amazon Lex self-service solutions integrated with Lambda and backend APIs.
Verizon
Apr 2020 – Dec 2022
Database Engineer · Irving, TX
  • Implemented automated GoldenGate lag monitoring and alerting using Shell scripting in high-volume multi-master replication environments.
  • Configured and administered Oracle Data Guard standby databases with switchover and failover activities.
  • Leveraged AWS RDS, EC2, and S3 for database migration, backup, and cloud infrastructure initiatives.
  • Performed database performance tuning using AWR, ASH, ADDM, SQL Trace, and execution plan analysis.
  • Reduced manual DBA effort by 40% by automating routine tasks using Shell scripting and Python.
Fannie Mae
Apr 2018 – Mar 2020
Database Engineer · Reston, VA
  • Executed Oracle to AWS RDS migrations using AWS Database Migration Services.
  • Implemented Data Guard for high availability and disaster recovery.
  • Reduced manual effort by 50% by developing Shell and PL/SQL automation scripts for routine database maintenance.
  • Led cross-functional sessions with engineering, DevOps, and network teams pre- and post-migration.
Virani
Dec 2016 – Mar 2018
Database Engineer · New York, NY
  • Performed capacity planning, database growth forecasting, and day-to-day performance monitoring and tuning.
  • Reduced incident response times by 40% by implementing proactive OEM monitoring solutions.
  • Maintained Oracle Database backup, recovery, objects, triggers, and procedures.
  • Developed custom Python and Shell scripts to automate routine tasks and monitor database health.
02 Skills
Amazon Connect
Contact Flows, IVR Design, Routing Profiles, Queues, Quick Connects, CCP, Contact Lens, Customer Profiles, Outbound Campaigns, Connect Cases, Connect Voice ID, Connect Wisdom, Connect Global Resiliency, AWS AppIntegrations, Forecasting & Scheduling (WFM)
AWS Services
Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, KMS, SNS, SQS, EventBridge, Step Functions, CloudFormation, Terraform, Kinesis Data Streams, OpenSearch, Glue, Athena, QuickSight
Programming & Integration
Python, JavaScript, Node.js, REST APIs, JSON, Amazon Connect Streams API, AWS SDK
AI & Automation
Amazon Lex, Amazon Bedrock, Amazon Q in Connect, Generative AI, AI Chatbots, Prompt Engineering, LLM Orchestration, Sentiment Analysis, Predictive Analytics, GitHub Copilot
Cloud Databases
Oracle, PostgreSQL, Amazon RDS, Aurora PostgreSQL, DynamoDB
Monitoring & Observability
CloudWatch, Contact Lens Analytics, Kinesis, Athena, QuickSight, CloudWatch Logs, Dashboards, Alerts
Infrastructure as Code
Terraform, CloudFormation, CI/CD, Infrastructure Automation
03 Certifications
AWS AWS Certified Solutions Architect – Associate
OCP Oracle Database Administration 2019 Certified Professional
AWS AWS Certified AI Practitioner In Progress — 2026
04 Personal Projects
Amazon Connect Demo Environment
AWS · Connect
Personal AWS Connect sandbox with end-to-end IVR flow, Lex bot integration, Lambda-backed customer lookup, DynamoDB profile store, Contact Lens analytics, and CloudWatch dashboard. Available for demo.
PickStrike.com
Next.js · Supabase · Vercel
Full-stack daily sports prediction app for 30–50 users with user auth, auto-locking picks at match start time, +1/−1 scoring, overall and daily leaderboards, and an admin panel.
JobRadar
Claude API · Google Sheets
AI-powered job aggregation tool using the Claude API and web search to scan job boards, score postings against a skill profile, push results to Google Sheets via OAuth 2.0, and deduplicate listings.
Concert Seating Manager
React · Supabase · Netlify
Event seating platform for an 80-table concert venue with real-time availability, tiered pricing ($600–$1,000/table), shared-seat assignments, a public-facing interactive seating map, and multi-user admin dashboard.
TrackThePot
React · Supabase
Poker session tracking app to log winning hands, track player balances across sessions, and calculate expense settlements between players. Mobile-first UI designed for ease of use at the table.
05 Education
MS
Master of Science, Computer Science
City College of New York, NY
BTech
Bachelor of Technology, Information Technology
Gandhi Institute of Technology, Visakhapatnam, India