Chirag is available for hire
Hire ChiragChirag Kamboj
Verified Expert in Engineering
Avaya Aura Developer
Location
Delhi, India
Toptal Member Since
January 25, 2023
Chirag is an experienced professional specializing in call center configuration, administration, and maintenance. He has extensive knowledge of architectural design for call center applications and workforce optimization like Avaya POM, Avaya Aura, and Amazon Connect. Chirag has specialized in using the Avaya suite to implement systems to meet the needs of his clients. This includes the Avaya PABX telephony system, Avaya Communication Manager, Avaya One-X Agent, ACCCM, VDN, and Vector.
Portfolio
DXC Technology
Amazon Connect, Amazon Web Services (AWS), Amazon DynamoDB
Emirates NBD
Avaya Proactive Outreach Manager (POM), Avaya AES, Amazon Web Services (AWS)
Emirates Group
Avaya Aura, Avaya Communication Manager, Avaya AES...
Experience
Availability
Full-time
Preferred Environment
Avaya Aura, Amazon Connect, Avaya One-X Agent, Amazon Web Services (AWS)
The most amazing...
...Avaya project I've implemented was for one of the biggest airlines and banks in the UK and the Middle East.
Work Experience
AWS Consultant – Voice Technology
2021 - PRESENT
DXC Technology
- Deployed a contact center solution for 100+ sites using Amazon Connect and AWS services.
- Continued level three support for all priority issue to keep processes smooth.
- Created proof of concepts (POCs) and made demos for new customers to benefit business and add value.
Technologies: Amazon Connect, Amazon Web Services (AWS), Amazon DynamoDB
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)
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
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
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)
Experience
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. I set up a deployed solution for customer identification with customer phone numbers so the customer information can pop-up on the agent screen. I configured the voicemail solution according to business needs.
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.
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. I designed contact flow configuration, user management, and integration with other 3rd-party products like Salesforce and Agent Desktop.
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 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)
Other
Avaya Aura, Avaya Proactive Outreach Manager (POM), Avaya Communication Manager, Avaya Software, Genesys, Utility Server, Computer Science
Platforms
Amazon Web Services (AWS), Azure
Storage
Amazon DynamoDB
Languages
Python
Collaboration That Works
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