I'm Melvin!
Your Software Engineer
based in Manila 🇵🇭

Telecom Industry — AI / RAG Chatbot

• Designed and delivered an advanced, AI-powered knowledge-based chat solution for a leading telecom client, leveraging Python, LangChain, and AWS Bedrock (Claude) to provide scalable and intelligent conversational experiences.
• Integrated AWS OpenSearch for efficient retrieval from S3-stored documents, with automated, periodic data processing orchestrated by AWS EventBridge.
• Engineered and deployed secure, serverless architectures using AWS Lambda, API Gateway, and Cognito SSO, ensuring seamless user authentication and high system availability.
• Automated infrastructure provisioning and CI/CD workflows using AWS CDK and CodePipeline, accelerating development cycles and improving deployment reliability.

Retail Industry — Google CCAI Agent Assist

• Developed and deployed an AI-powered live agent assist solution, integrating Gemini-based real-time transcription, knowledge base search, and automated recommended responses within Twilio Flex to enhance agent productivity and customer satisfaction.
• Built robust data pipelines to ingest, clean, and unify data from diverse sources, processing and indexing information in Google Cloud Vector Search for high-performance retrieval and contextual response generation.
• Engineered scalable backend APIs (REST/WebSocket) using Python FastAPI, containerized with Docker, and deployed on Google Cloud Run, enabling seamless integration with Micro Front Ends and third-party systems.
• Automated infrastructure provisioning and CI/CD workflows using Github Workflows, significantly improving deployment reliability, scalability, and developer productivity.

Health Industry — Amazon Connect Migration

• Worked on migration of multiple business lines from on-premises contact centers to Amazon Connect, designing inbound, outbound, transfer, campaign, and survey contact flows to meet complex operational requirements.
• Implemented multi-region high availability using Amazon Connect Global Resiliency, ensuring business continuity, low-latency failover, and improved system uptime.
• Developed high-performance Python AWS Lambda integrations with internal systems (CRM, authentication, billing), prioritizing low latency, robust error handling, and secure data access.
• Established CI/CD pipelines with GitHub Actions and pytest, enabling repeatable deployments and accelerating release cycles for greater reliability.

Technology Industry — AI-Powered Ticket Resolution Suggestion System

• Designed and developed an intelligent support ticketing platform for agents, leveraging Vertex AI and FAISS to automatically search historical tickets and knowledge base articles, proactively suggesting optimal resolutions in real time.
• Built scalable backend APIs using FastAPI and modern, responsive front-end interfaces with React and Redux, seamlessly integrating AI-driven recommendations into the agent workflow.
• Automated build and deployment processes with Google Cloud Build, ensuring rapid, reliable delivery of new features and updates for continuous improvement and high system availability.

Service Industry — Amazon Connect Omni-Channel Optimization

• Led backend performance optimization for a large-scale Amazon Connect omni-channel contact center, supporting seamless integration across voice, email, and chat channels.
• Drove SQL optimization initiatives—including partitioning and indexing—to ensure efficient data retrieval and low-latency performance for high volumes of concurrent agents.
• Migrated legacy JavaScript services to Express.js on AWS Lambda and API Gateway, improving scalability, maintainability, and alignment with cloud-native best practices.
• Implemented comprehensive unit and automation testing with Robot Framework, increasing reliability and reducing regression risk across all communication channels.
• Developed modern, responsive agent interfaces with React and Redux, delivering a unified omni-channel experience tightly integrated with Amazon Connect.

Government Sector — Accessibility First Support Portal for Amazon Connect

• Designed and implemented a WCAG-compliant, accessibility-first support portal for voice channels using React and Redux Toolkit, empowering support agents with diverse capability needs.
• Integrated Amazon Connect for telephony services and built a scalable, serverless backend with Express.js, AWS API Gateway, and Lambda to ensure reliable and secure operations.
• Automated testing with Robot Framework and managed CI/CD pipelines using Azure Pipelines, ensuring high-quality, consistent, and reliable deployments.

Retail Industry — Twilio Flex Chat and Video Widget

• Developed a highly customizable and themeable chat and video widget for partner sites using Twilio Webchat, enabling efficient customer inquiries and real-time support.
• Built Twilio Flex-based support agent interfaces with React, Redux, and Styled Components, integrating knowledge base access and canned responses via an Express.js backend for enhanced agent productivity.

Manufacturing Industry — Salesforce Cloud Voice Amazon Connect Integration

• Developed seamless integration between Salesforce and Amazon Connect using Salesforce Cloud Voice, enabling agents to handle voice calls directly within Salesforce Cloud for improved workflow efficiency.
• Designed and implemented advanced IVR contact flows with system integration, providing customers with real-time access to account information and supporting multiple languages across global regions.

Service Industry — Omni Channel Front-End for Amazon Connect

• Modernized front-end architecture by migrating complex React state management to Redux, significantly improving application scalability and maintainability.
• Enhanced user interface consistency and efficiency by implementing Ant Design components and custom SCSS styling.
• Integrated robust API communication with Axios, streamlining data flow between front-end and backend services.
• Developed and optimized serverless backend services using AWS API Gateway and Lambda (JavaScript), and led code refactoring and AWS Lambda Layer management for improved modularity and code reuse.

Intelligent Document Processing

• Developed a cloud-native system using AWS Textract for OCR and SpaCy for document classification, automating data extraction and entry for the Enterprise Content Management System.
• Engineered scalable, event-driven workflows with AWS Lambda, API Gateway, SQS, and SNS, ensuring reliable and efficient document processing.
• Deployed NLP classification models in containers on AWS ECS, enabling robust and scalable document analysis capabilities.
• Automated infrastructure provisioning and CI/CD pipelines with AWS CloudFormation and CodePipeline, accelerating deployments and improving reliability.

On-Premise to AWS ECS Migration

• Migrated a critical service from on-premises IBM WebSphere to containerized GlassFish on AWS ECS, modernizing infrastructure for enhanced scalability and maintainability.
• Refactored and deployed the application using Spring (Java 8) and Hibernate ORM, ensuring seamless integration with cloud-native architecture.
• Orchestrated data migration from on-premises Oracle to PostgreSQL using AWS Data Migration Service, maintaining data integrity and minimizing downtime.

On-Premise to AWS EC2 Migration

• Migrated legacy applications from on-premises infrastructure to AWS EC2, utilizing Spring (Java) and Tomcat for seamless integration with new cloud architecture.
• Transitioned Oracle databases to cloud-hosted environments, ensuring secure connectivity and minimal business disruption.
• Automated deployment and infrastructure provisioning with AWS CodePipeline and CloudFormation, enabling consistent and repeatable builds.
• Developed PowerShell scripts to streamline EC2 provisioning and integrate with Microsoft Active Directory for efficient user and access management.