About Kuldeep
Your contact centre is losing customers to hold times, broken IVR flows,
or agents who lack real-time context during calls. I fix that.
I build production-grade Contact Centre as a Service (CCaaS) systems on
Amazon Connect, Vonage, LiveKit, and Twilio — including multilingual IVR,
speech-to-speech AI agents that book appointments during live calls,
real-time call analytics with live sentiment scoring, and post-call
intelligence dashboards powered by AWS Bedrock.
Recent results: 40% reduction in manual data entry, 35% faster agent
response times, 99% uptime across production contact centre infrastructure,
30% improvement in AI response accuracy after migrating legacy bots to
Amazon Nova Pro.
I work remotely across EU, MENA, and APAC time zones. If your contact
centre is running on outdated IVR logic or you need to add Voice AI
without rebuilding your stack from scratch — let's talk.
Gujarati
Native or bilingual
English
Conversational
Hindi
Conversational
German
Basic
Remote only
Primarily works remotely
Experience
- Digiclarity, LLCCCaaS & Voice AI EngineerDIGITAL AND ITMay 2025 - Today (1 year and 3 months)Rajkot, Gujarat, India
- Built and deployed production contact centre infrastructure for an enterprise telecommunications client. Key deliverables:
- Designed a Live Call Analytics module (LiveKit + SIP + Twilio) delivering real-time sentiment scoring, intent detection, and AI-driven agent suggestions mid-call — without interrupting the voice session
- Built a Post-Call Analysis pipeline (AWS Bedrock Nova Pro + S3) that auto-generates structured call summaries and supervisor dashboard insights after every call
- Deployed Nova Sonic speech-to-speech AI on AWS ECS Fargate via Vonage API with multi-agent orchestration and AI-to-human handoff; customers book appointments during live calls through natural conversation
- Engineered multilingual IVR on Amazon Connect + Amazon Lex with dynamic menus and configurable voice tones; migrated 5 AI bots to Amazon Nova Pro — 30% accuracy improvement
- Reduced client manual data entry by 40% via AWS Bedrock automation; maintained 99% uptime across all contact centre infrastructure
- Digiclarity, LLCCCaaS Developer (Amazon Connect + AI Automation)DIGITAL AND ITNovember 2024 - April 2025 (5 months)Rajkot, Gujarat, India
- Built Amazon Connect call centre with IVR and a credit card payment gateway Lambda (card validation, CVV, expiry, 3-attempt limit)
- Developed AI appointment and invoice agent using Claude 3.5 Sonnet v2 with NLP validation — 40% reduction in manual data entry
- Implemented cross-platform VoIP push notifications (FCM + APNs +
AWS Lambda + DynamoDB) — 35% faster agent response times at 99% uptime
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Education
- Bachelor of TechnologyDarshan University2025Bachelor of Technology