Shashwat Prakash
AWS Conversational AI & Contact Center AI Engineer specializing in enterprise-grade Voice AI, IVR Automation, Generative AI Applications, and Intelligent AI Agent Systems.
6+ years delivering production-grade solutions on Amazon Connect, AWS Bedrock, Amazon Lex, Nova Sonic, and RAG Pipelines for enterprise clients.
About Me
AWS Conversational AI & Contact Center AI Expert
I am an AWS Conversational AI Engineer and Contact Center AI Specialist with 6+ years of experience architecting and deploying enterprise-grade AI solutions. I specialize in building intelligent Voice AI, IVR automation, and Generative AI applications on AWS that transform how enterprises communicate with their customers.
From designing Amazon Connect IVR flows and building Nova Sonic real-time voice AI to developing RAG pipelines, AI Agent systems with tool-calling, and Prompt Engineering frameworks — I deliver end-to-end conversational AI solutions that drive measurable business impact. My work at PwC US involves building production AI systems using AWS Bedrock, Amazon Lex, Amazon Q in Connect, and AWS AgentCore.
- 🎙️Voice AI & IVR AutomationProduction Amazon Connect IVR flows, Nova Sonic real-time voice, AI voicebots
- ✨Agentic AI & Tool CallingAutonomous AI agents with multi-step reasoning, function/tool calling, and orchestration
- 🔍RAG Pipelines & Prompt EngineeringKnowledge-augmented retrieval, vector search, context-aware AI responses
- ☁️Serverless AI on AWSLambda, API Gateway, DynamoDB, Bedrock — scalable, cost-efficient AI infrastructure
Core Competencies
Additional Skills
Experiences
PwC US
Senior Associate — AWS Conversational AI & Contact Center Engineer
- Design and build enterprise Amazon Connect IVR flows and AI-powered contact center automation for major US clients
- Develop Nova Sonic real-time Voice AI and AI voicebot solutions using AWS Bedrock foundation models
- Build Agentic AI systems with Tool Calling using AWS AgentCore and Bedrock AgentCore Gateway as MCP server
- Integrate Amazon Q in Connect for AI-assisted agent support and knowledge base retrieval (RAG)
- Create Amazon Lex bots as admin interfaces for dynamic configuration of IVR flows and chat contact flows
- Implement Prompt Engineering frameworks for Generative AI accuracy and context management
Genpact India
Consultant — Amazon Connect & Contact Center AI Engineer
- Integrated Amazon Connect CCP and Connect APIs into custom Contact Center applications and agent desktops
- Created and configured IVR flows for inbound calls and chat in Amazon Connect across multiple enterprise clients
- Implemented SAML2 and OIDC authentication and authorization using OKTA and AWS Cognito
- Migrated legacy .NET 4.5 Web API applications to modern .NET 5 microservices architecture
- Worked with AWS Lambda, API Gateway, DynamoDB, S3, CloudFront, and EventBridge for serverless deployments
- Integrated third-party CRM and enterprise systems into custom contact center applications
Agenty Analytics Pvt Ltd
Software Engineer
- Developed backend ETL services using .NET Core, C#, and MySQL with comprehensive xUnit test coverage
- Built data extraction and web scraping tools for enterprise data integration pipelines
- Created Angular web application frontend for the ETL platform dashboard and reporting interface
Sigma Infosolutions Pvt Ltd
Associate Software Engineer
- Developed REST Web APIs in .NET Core with MySQL and MongoDB for scalable enterprise applications
- Built Angular frontend applications with clean component architecture and responsive UI
Professional Credentials
Industry-recognized certifications validating expertise in AWS, Generative AI, and AI Agent development.
AWS Certified Developer – Associate
Validates expertise in developing, deploying, and debugging cloud-based applications using AWS services. Covers core services like Lambda, DynamoDB, API Gateway, S3, and IAM — directly aligned with building scalable serverless and AI-integrated architectures.
View on CredlyDeploy an Agent with Agent Development Kit (ADK)
Demonstrates hands-on proficiency with Google's Agent Development Kit (ADK) for building, orchestrating, and deploying autonomous AI agents. Covers multi-agent architectures, tool integration, and production-grade agent deployment — core skills for modern Generative AI and AI Agent pipelines.
View on CredlyStreamline Application Development with Gemini CLI
Certifies practical use of Gemini CLI to accelerate application development workflows with AI-assisted coding, debugging, and code generation. Reflects proficiency in integrating Gemini-powered tooling directly into engineering workflows for faster, smarter software delivery.
View on CredlyKey Milestones
AI Agents Deployed
Production-grade agentic systems deployed across enterprise environments
Agent Accuracy
Consistent performance in complex multi-step reasoning tasks
Cost Reduction
Operational efficiency gains through intelligent automation
Conversations
Natural language interactions processed and resolved
Gen AI Projects
Diverse applications spanning multiple domains and industries
Daily Tokens
High-volume token processing maintaining performance standards
Uptime SLA
Reliable AI infrastructure with minimal downtime
Years AI
Deep expertise in AI/ML architecture and deployment
Services
Offering a range of services to meet your business needs, from web development to advanced Generative AI solutions.
AWS Conversational AI
End-to-end Conversational AI solutions using Amazon Connect, AWS Bedrock, and Amazon Lex. Design intelligent chatbots, NLP pipelines, and AI-powered contact center automation for enterprise environments.
IVR & Voice AI Systems
Build production-grade AI-powered IVR systems, real-time Voice AI using Nova Sonic, and intelligent voicebots for customer support automation. Full speech-to-text and TTS pipeline integration.
AI Agent & Tool Calling
Design autonomous AI Agent systems with multi-step reasoning, Tool Calling, function calling, and external API orchestration using AWS AgentCore and Bedrock foundation models.
Generative AI Solutions
Build production Generative AI applications, knowledge bases, and AI-powered workflows. Leverages AWS Bedrock, foundation models, and serverless infrastructure for scalable deployments.
RAG Pipelines & Prompt Engineering
Architect retrieval-augmented generation (RAG) systems, vector database integrations, semantic search, and optimized Prompt Engineering frameworks for accurate, context-aware AI outputs.
Serverless AI on AWS
Deploy scalable, cost-efficient serverless AI infrastructure using AWS Lambda, API Gateway, DynamoDB, and S3. Expert in event-driven architectures and AWS cloud-native AI deployments.
Contact Center Engineering
Full-stack contact center transformation: CCP integration, custom agent desktop development, real-time analytics, and SAML2/OIDC authentication for enterprise-grade deployments.
Frontend (React / Next.js)
Build fast, accessible, SEO-optimized UIs with strong Core Web Vitals. Experienced with Next.js App Router, Tailwind CSS, and building AI-powered web application frontends.
Backend API (Node / NestJS / .NET)
Design secure, scalable REST and GraphQL APIs with authentication, rate limiting, and AI integrations. Expertise in NestJS, .NET Core, Node.js, and Python backend services.
Database & Vector Search
Schema design and query optimization for high-throughput AI workloads. Expertise in DynamoDB, OpenSearch, MongoDB, PostgreSQL, and vector database solutions for RAG systems.
Performance & AI Optimization
Optimize AI response latency, token efficiency, and cloud resource costs. Proficient in LLM caching strategies, CDN optimization, and serverless cold-start reduction.
Testing & AI Quality Assurance
Ensure production reliability for AI systems with automated testing, AI workflow validation, and type-safe end-to-end testing across conversational AI pipelines.
Featured Projects
Real-world systems spanning Voice AI, Amazon Connect, and enterprise cloud architecture.
More projects coming soon.
What Colleagues Say
Feedback from engineers, consultants, and leaders I've worked alongside.
Consistently demonstrates a deep understanding of their work and reliably meets deadlines. Their ability to tackle challenges head-on and contribute effectively to our projects is greatly valued. I appreciate their dedication and expertise.
Rajkishor Mehta
Software Engineer at KMG Solution
Worked with Shashwat for more than a year. During that term, I noticed he had a deep understanding of how SDLC works. Always committed to his work and keen on helping his colleagues. I have learned a lot from him. Truly an inspiration to everyone around him!!!
Monika Malik
Software Engineer at Agenty Analytics
Working with this individual is a rare opportunity, a self-driven natural leader with exceptional teamwork spirit and ethics. It was indeed a great pleasure working alongside this Software Developer at Genpact as a teammate. Their ability to oversee all teams and complete assigned tasks on time was particularly impressive to me.
Priyatam Piyush
Consultant at Genpact
Dedicated and a very good person to work with his passion and knowledge about his domain is amazing. I worked with him for around a year and half and I learned a lot.
Shubh Jain
Senior Software Engineer at Agenty Analytics
Let's work together
Tell me about your project and I'll get back to you within 24 hours with a tailored approach.