Pragash
Cloud Contact Center Engineer
Activeo North America
About Me
With over 13 years of contact center experience, I've grown from frontline operations into cloud engineering — designing and delivering intelligent, cloud-native contact center solutions. My journey has taken me from Sri Lanka to Singapore and now to Canada, where I currently work as a Cloud Contact Center Engineer at Activeo North America.
I'm passionate about bridging the gap between business operations and cloud technology, and I'm actively transitioning into Solutions Consulting — helping organizations modernize their customer experience infrastructure on the cloud.
What I Do
Amazon Connect
Designing and deploying cloud contact center solutions on AWS Amazon Connect, including contact flows, routing profiles, and real-time dashboards.
Serverless & Data
Building Lambda functions, DynamoDB integrations, and Kinesis data streams to power real-time contact center analytics and automation.
Salesforce CTI
Integrating Amazon Connect with Salesforce via CTI adapters to create unified agent desktops and streamlined customer workflows.
Solutions Consulting
Translating complex business requirements into scalable cloud architectures — bridging the gap between operations teams and technical delivery.
Core Technologies
My Journey
Sri Lanka — The Beginning
Started in contact center operations, developing a deep understanding of customer experience, workforce management, and real-time service delivery.
Singapore — Going Regional
Expanded into regional contact center management and technology roles, working across multi-site, multilingual environments and building operational expertise.
Canada — Cloud Engineering
Joined Activeo North America as a Cloud Contact Center Engineer, focusing on AWS-based contact center implementations and solutions delivery for enterprise clients.
Next — Solutions Consulting
Transitioning into Solutions Consulting, combining 13+ years of domain expertise with cloud engineering skills to guide organizations through contact center transformation.
Let's Connect
Interested in cloud contact center solutions or want to talk shop? I write about AWS, Azure, and GCP on this blog.