Lucas Valente Paes
Verified Expert in Engineering
Back-end Developer
Campinas - State of São Paulo, Brazil
Toptal member since November 30, 2021
Lucas is currently pursuing a bachelor's degree in computer science at Unicamp. He has substantial experience with serverless back-end development over AWS using the Node.js stack and the Serverless Framework, with solid knowledge about chatbot development. Lucas has developed chatbots for large companies that deal with hundreds of requests per second at peak times, helping raise global customer satisfaction rates by over 30%.
Portfolio
Experience
- Amazon Web Services (AWS) - 2 years
- TypeScript - 2 years
- Python 3 - 2 years
- Git - 2 years
- Node.js - 2 years
- Docker - 1 year
- Docker Compose - 1 year
- Jest - 1 year
Preferred Environment
Ubuntu 20.04, Slack, Git, Node.js, Amazon Web Services (AWS)
The most amazing...
...project I've developed is a support chatbot that improved a relevant, large company's global CSAT metrics by 30% and delivered 5-minute ticket resolution times.
Work Experience
Back-end Software Developer
Sinch
- Developed and maintained a mission-critical driver support chatbot for the largest food-tech in Latin America, which operates thousands of support tickets daily.
- Developed and maintained important components for chatbot back-end services such as message routers, timers, inactivity detectors, messaging channel integrations (Messenger, WhatsApp), and customer support platform integrations (Zendesk Support).
- Built and monitored a chatbot analytics platform that handled hundreds of thousands of events per hour.
- Worked with a multidisciplinary product discovery squad that included engineers, UX specialists, commercial representatives, and a project manager.
- Planned, implemented, and tested MVPs as part of a lean, agile squad.
- Maintained close contact with clients, sometimes reaching out to them directly.
- Structured and presented training courses for new colleagues about the basics of chatbot development paradigms and product discovery.
Experience
Live Support Chatbot
As a developer, I contributed by coding, configuring, testing, deploying, and maintaining the chatbot’s back-end services, such as message routers, timers, inactivity detectors, messaging channel integrations, and customer support platform integrations. Most of them were implemented using the Node.js stack with TypeScript and deployed over AWS through the Serverless Framework. The bot itself was built with Dialogflow.
By the end of the project, our chatbot handled thousands of support tickets per day, solving most of them in under five minutes without human interference. This yielded a 30% customer satisfaction (CSAT) improvement and significant call center cost savings over the year.
Certifications
English Proficiency
Cambridge Assessment
Skills
Libraries/APIs
Node.js, Zendesk API
Tools
Dialogflow, Git, Docker Compose, Slack, Jenkins
Languages
Python 3, TypeScript, JavaScript, C#, Go
Frameworks
Serverless Framework, Express.js, Jest
Platforms
AWS Lambda, Docker, Amazon Web Services (AWS), Ubuntu 20.04
Storage
Redis, Amazon DynamoDB, PostgreSQL
Other
Code Review, English, ESLint
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