Chirag Kamboj
Verified Expert in Engineering
Avaya Aura Developer
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
Experience
Availability
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
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.
Product Engineer
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.
IT Consultant – Voice Technology
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.
Analyst – iTOPS
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.
Senior Network Engineer
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.
Experience
Call Center Design for the Recovery Process
TDM to IP Phone Migration
Avaya POM
Amazon Connect Contact Center Implementation
Education
Bachelor’s Degree in Computer Science
Kurukshetra University - Kurukshetra, India
Diploma in Computer Science
State Board of Technical Education - Kurukshetra, India
Certifications
AWS Cloud Practitioner Certification
AWS
Azure Fundamentals – AZ 900
Microsoft
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
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