Bengaluru, India
Building reliable customer communication systems and practical AI solutions.
I am Surya Lenka, a Technical Lead working across MCX and CloudLink. With 20 years of experience in Unified Communications and Contact Center technologies, I focus on complex systems, customer journeys, telephony, automation, and technical problem-solving.
Professional focus
Deep technical foundations. Practical outcomes.
My work combines enterprise communication systems, architecture, telephony protocols, workflow design, technical leadership, and applied automation.
UC & Contact Center
Enterprise communication platforms, contact center solutions, CloudLink, workflow design, and customer interaction systems.
Explore area →02Architecture & IVR
Complex IVR design, call-flow architecture, routing logic, integrations, and practical solution design.
Explore area →03Telephony & Integration
SIP, CTI, CSTA, TAPI, call control, protocol analysis, and enterprise telephony integration.
Explore area →04Automation & Applied AI
Workflow automation, APIs, RAG, MCP, agentic AI concepts, and practical AI-led support ideas.
Explore area →Projects & innovation
Ideas built around real support and customer experience problems.
Flagship · Applied AI & ServiceNow
SNOWLens-AI
A ServiceNow ticket intelligence platform combining deterministic policy evaluation, evidence-grounded AI reasoning, quality scoring, and operational dashboards.
Read more →Flagship · Orchestration & Automation
SNOWLens-Orchestrator
The operational companion to SNOWLens-AI, designed for batch processing, job orchestration, processing-state tracking, and resume and recovery.
Read more →AI Ticketing Intelligence
SupportBuddy
A concept that brings together fragmented customer interactions across voice, email, and chat to give agents useful context.
Read more →Background
Two decades of enterprise communication technology.
MS from BITS Pilani and B.Tech in Electronics and Telecommunication Engineering.
AWS Certified Solutions Architect and Microsoft Certified Azure Administrator.
Exploring AI, automation, technical tools, and small creative projects such as Save the Baby Dragon.