Chirag is available for hire
Hire ChiragChirag Kamboj
Verified Expert in Engineering
Bio
Chirag is an experienced professional specializing in call center design, implementation, configuration, administration, and support. He has extensive knowledge of architectural design for call center solutions on Amazon Connect, MS Dynamics 365 Contact Center, and Avaya Aura. Chirag designs call flows, voicemail, IVR, chatbots, CloudFormation, and AWS services to implement systems to meet the needs of clients.
Portfolio
DXC Technology
Amazon Connect, Amazon Web Services (AWS), Amazon DynamoDB, Contact Centers...
Emirates NBD
Avaya Proactive Outreach Manager (POM), Avaya AES, Amazon Web Services (AWS)...
Emirates Group
Avaya Aura, Avaya Communication Manager, Avaya AES...
Experience
- Avaya Aura - 10 years
- Avaya Communication Manager - 9 years
- Avaya One-X Agent - 9 years
- Avaya Proactive Outreach Manager (POM) - 5 years
- Amazon Web Services (AWS) - 4 years
- Amazon Connect - 4 years
- Amazon Simple Email Service (SES) - 3 years
- Amazon DynamoDB - 3 years
Availability
Full-time
Preferred Environment
Avaya Aura, Amazon Connect, Amazon Web Services (AWS), Contact Centers
The most amazing...
...work I've done is implementing AWS CC for an insurance company, enhancing customer interactions with AI-driven automation and call flow optimization.
Work Experience
AWS Consultant – Voice Technology
2021 - 2024
DXC Technology
- Deployed a contact center solution for 100+ sites using Amazon Connect and AWS services.
- Continued level three support for all priority issues to keep processes smooth.
- Created proof of concepts (POCs) and made demos for new customers to benefit the business and add value.
- Managed multiple clients as delivery lead in a contact center environment. Also, I worked on the configuration and delivery of CC projects.
Technologies: Amazon Connect, Amazon Web Services (AWS), Amazon DynamoDB, Contact Centers, Porting Numbers
Product Engineer
2020 - 2021
Emirates NBD
- Deployed an Avaya POM solution for loan recovery and other related business processes.
- Designed and developed with IVR to automate the banking process for customer ease.
- Acted as a subject matter expert for contact center technology and site reliability engineering (SRE). Assisted an Agile team regarding architecture discussions for a contact center area.
Technologies: Avaya Proactive Outreach Manager (POM), Avaya AES, Amazon Web Services (AWS), Amazon Connect, Contact Centers, Porting Numbers
IT Consultant – Voice Technology
2019 - 2020
Emirates Group
- Fixed the global issues for call capacity during high call volume scenarios.
- Utilized Jira and ServiceNow for ticket monitoring.
- Rolled out a solution for Emirates agents globally to manage the COVID-19 situation so agents can do their jobs from home.
Technologies: Avaya Aura, Avaya Communication Manager, Avaya AES, Avaya Proactive Outreach Manager (POM), Genesys, Contact Centers, Porting Numbers
Analyst – iTOPS
2015 - 2019
Coforge
- Deployed the Avaya VoIP phone for almost nine sites with 3,000 phones installed and configured. Supported with Avaya products, Avaya Communication Manager, Avaya Aura, Avaya One-X Agent, Avaya AES, ACCCM, and AAM.
- Used the ServiceNow tool for tracking tickets. Managed 3rd-party agent desktop applications and call recording solutions.
- Designed and administered call center requirements. Set up service provider portals for Vodaphone and others.
Technologies: Avaya Aura, Avaya Communication Manager, Avaya AES, Contact Centers, Porting Numbers
Senior Network Engineer
2012 - 2015
OGC Technology
- Designed and configured Avaya CMS and other call center configurations. Set up call flow design and configured VDNs. Programed vector variables and trunk configuration.
- Set up partitioning of tenant partitions. Configured hunt groups and coverage paths. Included voice mail, AAR, ARS digit conversion, ARS location-wise routing, PGN, time of day routing, dial plan analysis, route pattern, and a partition route table.
- Provided training on different Avaya Products like CMS, Avaya One X-Agent, ACR, and ACCCM.
Technologies: Avaya Aura, Avaya Communication Manager, Avaya One-X Agent, Avaya AES, Avaya Proactive Outreach Manager (POM), Contact Centers, Porting Numbers
Experience
Amazon Connect Contact Center Implementation
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.
Call Center Design for the Recovery Process
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.
Implementation of Amazon Connect Contact Center
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.
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.
TDM to IP Phone Migration
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.
Avaya POM
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.
Education
2008 - 2011
Bachelor’s Degree in Computer Science
Kurukshetra University - Kurukshetra, India
2005 - 2008
Diploma in Computer Science
State Board of Technical Education - Kurukshetra, India
Certifications
DECEMBER 2024 - PRESENT
Amazon Connect Communication Specialist
AWS
DECEMBER 2022 - PRESENT
AWS Cloud Practitioner Certification
AWS
NOVEMBER 2021 - PRESENT
Azure Fundamentals – AZ 900
Microsoft
MARCH 2020 - PRESENT
ACIS: Avaya Aura Communication Manager & CM Messaging – Embedded (R6.x)(Code :6002)
Avaya
Skills
Tools
Amazon Connect, Avaya One-X Agent, Amazon Lex, Avaya AES, Amazon Simple Email Service (SES)
Platforms
Avaya Aura, Amazon Web Services (AWS), Azure
Storage
Amazon DynamoDB
Languages
Python
Other
Avaya Proactive Outreach Manager (POM), Avaya Communication Manager, Contact Centers, Avaya Software, AWS Q, Genesys, Utility Server, Computer Science, Porting Numbers
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