Taran Chandyok, Developer in Toronto, Canada
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Taran Chandyok

Verified Expert  in Engineering

Telephony Developer

Location
Toronto, Canada
Toptal Member Since
December 16, 2022

Taran is a telephony and networking professional with over nine years of experience. Some of his experience is with unified communications, and he is CCNA, ACIS, and ACSS certified. Taran has led several contact center optimization projects and has designed advanced cloud contact center solutions. Some of his experience includes engineering, Omnichannel marketing, chat, email, dialers, fax, SMS, chatbots, and utilizing SecurePay.

C++Five9Cisco MerakiMicrosoft SCCMVirtualization EngineeringAvaya

Availability

Full-time

Preferred Environment

Verint, Customer Experience, Avaya Software, Five9, Telephony, Contact Centers

The most amazing...

...project I’ve led involved the design and architecture of global automatic transcription of market trader voice calls in four languages across the globe.

Work Experience

Senior Platform Engineer

2021 - PRESENT
Five9
  • Designed advanced cloud contact center solutions. Included engineering omni channel voice, chat, email, a dialer, fax, SMS, chatbots, and SecurePay.
  • Set up end-to-end migration from any contact center technology to the Five9 cloud. Included was the requirement to design, configure, implement, document, train, monitor, and validate.
  • Integrated with APIs. Created a contact center with Zoom, single sign-on (SSO), and CRMs (namely: Salesforce, Siebel, NetSuite, Oracle, and Apache Velocity).
  • Led interactive voice response and intelligent virtual agent systems implementation. Used Google Dialogflow, Amazon Lex, and IBM Watson-based solutions.
  • Engineered and implemented contact center modules like skill-based routing, click-to-dial, and click-to-chat. Included universal queuing, intelligent callback, voicemail routing, self-service IVR/IVA applications, reporting, and real-time dashboards.
  • Implemented quality-monitoring modules like voice recording, voice analytics, screen capture, scheduling, and workforce management.
Technologies: Contact Centers, Five9

Telecom Consultant

2021 - PRESENT
HSBC Bank Canada
  • Led the design and architecture of global trade reconstruction from automatic extraction to transcription of market voice calls in 4 languages across six major trading hubs. Set up in the US, UK, HK, France, UAE, and Singapore.
  • Analyzed the legacy NICE voice recording platform databases from several trading PBXs (British Telecom, Cisco, TruPhone, and SpeakerBus). Mapped every single call for 4000+ market trader calls globally.
  • Assisted developers in creating daily and monthly bots to extract calls from the NICE and Verint recording platforms. Developed a roadmap for the transition of voice call extraction processes from NICE to Verint.
  • Set up call extraction mechanisms/queries in Verint export manager for 12+ device types and six global hubs.
  • Automated merging telephony and voice recording reports identifying non-recorded devices for surveillance and compliance.
  • Created automated ServiceNow tickets (per PBX), when a non-recorded devices were identified. Built UI/UX and designed scheduled reports. Viewed traders' voice recording devices for the CEO.
  • Fed voice calls and associated metadata from several voice sources to the VoxSmart platform for the construction of global trading.
Technologies: Contact Centers

Senior Telecommunications Specialist

2017 - 2021
CAA
  • Migrated the Avaya Aura platform from 6.3 to 8.1 (VMware), Migrated Avaya PG230 to a proactive outreach manager. Included CTI integration, the migration of telecom servers and applications to AWS. Included Twilio chatbots, and data center migration.
  • Re-designed network regions and audio codecs. Completed Verint advanced desktop and process analytics setup for PCI compliance.
  • Upgraded retail stores to SD-WAN (Cisco Meraki switches), Setting up IPsec VPN tunnels for retail stores, outsourcers, vendors, and sub-locations. Migrated legacy systems to SIP trunking.
  • Setup for third party SIP extensions to register SIP/transport layer security (TLS) to Avaya SBCE. Led NICE systems call recording migration, memory kit expansion. Enabled an IP helper on equipment to convert 40 Retail Stores from static to DHCP.
  • Ran a spatial analysis labratory (SAL) upgrade with a screen capture for over 1,000+ agents. Set up a content management system (CMS) integration with jQuery, resource management group (RMG), and Spectrum. Designed custom agent dashboards.
  • Deployed the administration of several mobile device management (MDM) solutions. Included a contact center custom display solution for operational functionality of digital visual communication.
Technologies: Contact Centers

Avaya Tier 3 Backbone Engineer

2016 - 2017
Innovatia
  • Configured, upgraded, and maintained Avaya Aura communication manager, IPSI, MedPro, servers, and gateways. Administered session manager/system manager (ASM/SMGR). Included Avaya survivability options.
  • Captured and analyzed higher level debugging logs. Included message sequence tracing, ECS logs, wire shark traces, list traces, and TCP dumps of several large-scale distributed systems.
  • Configured Avaya SIP/H.323 endpoints (digital and analog). Included 96xx series, Avaya Softphones (one-X Agent/Communicator), Polycom, desk phones, IP conferencing phones, and SIP trunking.
  • Improved performance by identifying telephony issues. Recommended changes and strategies. Included architect client references by writing, maintaining, designing, and featuring documentation and methodologies (Avaya support article).
  • Utilized Avaya, Cisco, PBX, and interactive voice response servers. Used command line interface as well as web GUI. Resolved data backup and voice quality by verifying the call flow and call control, testing packet loss, and licensing issues.
  • Added dial plans, call routing/handling (skill-based and expert agent selection), COR/COS, and coverage paths. Included route-patterns, trunks (ISDN-PRI/SIP/CO), VDNs, vectors, ARS/AAR, FAC, and voice mail.
  • Used a content management system (CMS), AES, CTI, call recording, elite multi-channel, and Breeze.js. Recognized for an emphasis in customer satisfaction, defused escalations, consistently received Avaya client choice and telecom excellence awards.
Technologies: Contact Centers

Network Operations Level Two Engineer

2015 - 2016
LiveOps
  • Provided on call 24/7 level three incident support for production IVRs. Resolved issues related to networks and telephony.
  • Collected, analyzed, and decoded SIP debugging traces and packets.
  • Set up an escalation mechanism to development and/or the carrier. Collaborated closely with developers, product managers, architects, and other engineers. Implemented and maintained the product roadmap.
  • Worked with a number of major telecom carriers in United States, namely AT&T, Verizon, and Sprint.
Technologies: Contact Centers

Virtualization of a Contact Center

Designed, architected, and implemented a fully geo-redundant contact center hybrid platform and enterprise VoIP environment (five contact centers, 40+ locations across Canada, and three outsourcers). I led information gathering sessions, capacity planning, inbound and outbound call routing, traffic engineering, voice network, and firewall design. I also set up backup strategies for 60+ virtual servers, including critical applications like CTI, Avaya call back assist, experience portal, Avaya control manager, Avaya contact recorder, workforce optimization and management, etc. I designed, developed and implemented regression and acceptance testing strategies, a solid rollback plan, and launch reviews. I also worked and coordinated mass rollout of telephony and other contact center applications using system center configuration manager SCCM.

Tools

Five9

Other

Verint, Customer Experience, Avaya Software, Telephony, Contact Centers, PCI, Virtualization, Network Voice Protocol (NVP), Data

Languages

C++

2014 - 2015

Master's Degree in Computer Science

Dalhousie University - Hallifax, Canada

2009 - 2013

Bachelor's Degree in Computer Science

GGSIPU University - Delhi, India

JUNE 2021 - PRESENT

Avaya Certified Implementation Specialist

Avaya

MAY 2021 - PRESENT

Avaya Certified Support Specialist

Avaya

MARCH 2020 - PRESENT

Cisco Certified Network Associate

Cisco

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