Chirag Kamboj

Assisted as part of the global implementation team and initiated contact center solutions for Australia's largest steel industry manufacturer where I designed contact flow configuration, user management, and integration with other 3rd-party products like Salesforce and Agent Desktop.

Designed a customer-centric call center for the recovery process for one of the biggest insurance companies in the UK where I set up a deployed solution for customer identification with customer phone numbers so the customer information can pop-up on the agent screen and I configured the voicemail solution according to business needs.

I had the opportunity to design and implement a complete Amazon Connect Contact Center Solution for a leading transportation company. I helped them migrate from an outdated legacy telephony system to a modern, AI-driven cloud platform. I started the project with in-depth consultations to understand their requirements, pain points, and business objectives. Based on this, I designed an Amazon Connect-based contact center architecture that leveraged AI, automation, and real-time analytics using the AWS Contact lens.

To enhance customer engagement and agent efficiency, I implemented Amazon Connect Contact Lens for real-time sentiment analysis and call monitoring, allowing supervisors to track performance and provide instant coaching. Implementation of a voicemail solution helped businesses achieve reachability for customers during off hours and holidays.

The success of this project reinforced my expertise in Amazon Connect and AWS cloud solutions.

Worked as the main lead to transition TDM legacy phones to Avaya 9620 VoIP phones for seven sites spread across the UK which was around 3,000 phones. I was managing a team of 4-5 people. I configured the phones on the Avaya end and helped other teams like the network team to setup network configuration for the phones.

Deployed an Avaya POM solution for a bank in the UAE. I was managing vendor and other Avaya adjuncts associated in the implementation of infrastructure. I was also working on agent desktop integration with Avaya POM.