Sunitha M
Tech Lead — Amelia AI
Greater Bengaluru Area
10+ years of work experience
Oct 20259 mosJun 2026
Automated password-reset and account-access support flows, reducing manual support effort by an estimated 40% and freeing agents for complex cases. • Designed and implemented chatbot workflows for subscription management and payment processing, enabling end-to-end self-service transactions. • Built secure conversational flows to capture and validate customer payment information. • Integrated chatbot solutions with backend systems and third-party payment services through REST APIs for real time transaction processing. • Improved conversational experience through intent-driven dialog design, increasing customer satisfaction (CSAT) and self-service containment. • Direct solution design, code and BPN reviews, and deployment standards for the team, mentoring developers and owning quality through UAT and production.
Feb 20258 mosSep 2025
Migrated CI/CD configuration from Jenkins Groovy scripts to Jules YAML, standardizing and simplifyingpipeline management.
Built reusable shared libraries for branch-based environment selection, reducing pipeline duplication andconfiguration errors.
Consolidated multiple Jules YAML files into a single dynamic configuration file, streamlining release setup.
Developed and maintained Salesforce integration solutions using Jenkins, Jules, and Spinnaker.
Partnered with cross-functional teams to enhance deployment processes and improve integration reliability
Nov 20221 yr 10 mosAug 2024
Remote
Led collaboration with conversational design team and business stakeholders to develop and streamline processes, ensuring alignment of automation, design requirements, and project deliverables.
Spearheaded development of Chatbot/Conversational AI platform, facilitating comprehensive query handling, FAQ resolution, and basic troubleshooting through unified interface.
Engineered and deployed Business Process Networks (BPN) for cognitive platform, encompassing intent and entity models tailored to specific datasets and user interactions. Orchestrated full-cycle project activities from requirement gathering, solution design, code updates for fixes or enhancements, to regression testing and deployment to UAT and PROD environments.
Implemented and refined AI-driven escalation and engagement models on Amelia AI Platform, optimizing FAQ and common query resolution processes, and enhancing user satisfaction through effective virtual assistance.
Advanced process automation and AI model training, focusing on user intent recognition, entity extraction, and process execution for end-to-end query resolution, supported by comprehensive API integrations.
Conducted rigorous code and BPN standard reviews, peer evaluations, and user acceptance testing, promoting continuous improvement and deployment efficiency.
Leveraged Groovy scripting for integration and logical operations within BPNs, achieving improved execution times and optimized process workflows.
Fostered innovation within team, encouraging development of new AI models and solutions to meet evolving user needs and enhance overall customer satisfaction.
Apr 20174 yrs 7 mosOct 2021
Developed and implemented new cognitive functionalities for clients, guided by comprehensive Transversal Analysis and Architecture blueprint.
Designed, developed, and functionally tested new modules for Amelia, ensuring they met expected behavior.
Ensured seamless integration of Amelia with existing backend business processes and systems.
Leveraged APIs and automation tools for efficient integration of Amelia with client systems and security frameworks.
Collaborated with business architects to select Amelia modules and functionalities that align with business objectives for ongoing projects.
Configured Amelia for specific use cases and conducted tests against real-world scenarios to refine and enhance performance.
Apr 20143 yrsMar 2017
Bengaluru, Karnataka, India
Analyzed log files to identify errors and exceptions, utilizing Unix/Linux command line and shell scripting for operational tasks.
Managed clustering, application deployment, and maintenance activities.
Configured and maintained scheduled tasks, including housekeeping activities, thread dumps, and log file backups.
Participated in software deployment, performance monitoring, and application maintenance to ensure optimal operation.
Handled and deployed Single Sign-On (SSO) and SSL certificate resolutions to enhance security.
Scheduled jobs using Cron and at commands to automate routine tasks efficiently. Troubleshot application and database-related issues, ensuring smooth and reliable system performance.
Sunitha’s AI Stack
Education
Bachelor of Engineering - BE, Information Science/Studies
K N S Institute of Technology, BANGALORE
20084 yrs2012
Science
BMS pre university college
20062 yrs2008
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