Cheikh Ahmadou Tidiani Top

Software Engineer & Developer Lead

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About me

Passionate about leveraging technology to solve complex challenges, As a skilled software engineer with a focus on backend development, I take great pride in adhering to SOLID principles and utilizing design patterns to create well-crafted solutions. My keen analytical skills and experience with design thinking and problem-solving allow me to consistently deliver high-quality results. In addition, my ability to quickly pick up new technologies and my enthusiasm for collaborating on complex challenges make me a versatile and effective team player.

Case Study: Amazon Connect Contact Center Migration

Project Overview & Description

Project Overview:

The Amazon Connect Contact Center Migration project was initiated to modernize and enhance an existing contact center solution by transitioning it to Amazon Connect, a cloud-based contact center service provided by AWS. The primary goals were to improve scalability, elevate customer experience, and take full advantage of the advanced features offered by Amazon Connect.

Project Overview

Legacy to Amazon Connect

Project Description

Smart interactive voice response(IVR)

Project Description:

Our objective was to migrate a legacy on-premises contact center system to Amazon Connect. This migration required the integration of various functionalities such as Interactive Voice Response (IVR), intelligent call routing, callback requests, sentiment analysis, and real-time analytics. Additionally, we incorporated AWS services to enhance the system's performance, reliability, and scalability.

The project involved extensive planning, from evaluating the existing infrastructure to designing a robust architecture that could support the advanced features of Amazon Connect. We customized IVR flows using Amazon Connect Contact Flows, implemented intelligent call routing based on real-time data, and enabled omnichannel support for voice, chat, and email through Amazon Connect. Real-time analytics were integrated using Amazon QuickSight to provide comprehensive reporting and insights.