Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

Gaurav Kumbhar

Pune

Summary

Results-driven Managing Engineer with over 12 years of experience in the Digital Contact Center and IVR domain, delivering enterprise solutions across platforms such as Avaya, Amazon Connect, RingCentral, and Omilia. Proven track record in designing, developing, and deploying scalable contact center applications, while leading cross-functional teams in fast-paced environments. Deep expertise in cloud migration, automation, and AI-powered voice solutions, with a strategic focus on enhancing customer experience, driving operational efficiency, and supporting business transformation.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Managing Engineer

Allstate India Pvt Ltd
09.2022 - Current
  • Managed a team of 10 engineers in building and maintaining multiple digital products, driving quality and timely delivery across cross-functional teams.
  • Directed the migration of legacy contact centre platforms (e.g., Avaya) to Amazon Connect, leveraging AWS Lambda, Lex, and Terraform for scalable, cloud-native solutions.
  • Increased sales revenue by $2.5M by collaborating across teams to develop and launch high-impact applications aligned with business goals.
  • Managed the PaaS 2.0 migration with enhanced API security, significantly reducing vulnerabilities and improving compliance.
  • Designed and implemented IVR systems integrated with Amazon Lex to optimize call routing, reduce handling time, and improve customer experience.
  • Integrated Data Lake architecture to enable analytics-driven insights, supporting real-time decision-making and business intelligence.
  • Developed zero-downtime deployment strategies using AWS services, improving release velocity and system reliability.
  • Implemented engineering excellence practices to enhance system availability, CI/CD pipeline efficiency, and speed to market.
  • Implemented Zero Trust security policies to enforce strict identity verification and minimize lateral movement within cloud and on-premise environments.
  • Oversaw performance benchmarking initiatives, resulting in a 10% improvement in system throughput and application responsiveness.
  • Designed customer journeys and NLU intent models within Amazon Connect, enhancing self-service capabilities and user satisfaction.

Technical Delivery Lead

SNUG Technologies Pvt. Ltd
01.2022 - 09.2022
  • Led a 20-member engineering team to deploy Avaya products for global clients.
  • Improved Customer Satisfaction Score (CSAT) by 10% through effective collaboration with sales and account teams.
  • Designed and launched new training programs leading to a 15% productivity boost.
  • Provided SME support for complex solution design and implementation.
  • Cross-trained engineers on multiple Avaya products, enhancing team skillsets.

Sr. APS Engineer

Avaya India Pvt Ltd
12.2015 - 01.2022
  • Worked as Software Specialist for Avaya products in various global regions.
  • Involved in upgrading and installing Communication manager and System Manager.
  • Successfully executed dial plan changes, configurations, and customer testing.

Support Engineer

Capita India, Pune
Pune
09.2014 - 12.2015
  • Monitored Gateway alarms and resolved issues within specified SLAs.
  • Worked on tickets logged by customers using ticketing tool GP (Great Plain).

Support Engineer

AGC Networks Limited, Mumbai
Mumbai
01.2013 - 08.2014
  • Set up inbound and outbound campaigns for Avaya Switch as per client requirement.
  • Installed and maintained CMS Supervisor and CMS Server.

Support Engineer

Reliance Retail, Mumbai
Mumbai
06.2011 - 08.2012
  • Worked on the project of 'Vehicle Tracking System' and installed devices in vehicles.
  • Monitored installation of devices and tracked operations.
  • Worked on Avaya CM 5.2 setup, creating extensions and monitoring trunks.

Education

B.E. - ENTC

Bharati Vidyapeeth College of Engineering
Kharghar, India
05.2011

Skills

  • Leadership Engagement
  • Engineering Management
  • Strategy Planning
  • Agile
  • DevOps/DevSecOps
  • Scripting
  • AWS Lambda
  • CI/CD
  • Linux
  • Datadog
  • Amazon Connect

Certification

  • AWS Solution Architect Associate - AWS
  • Executive PG Certification in Cloud Computing and DevOps - IIT Roorkee
  • Embark- People Management - AllState

Timeline

Managing Engineer

Allstate India Pvt Ltd
09.2022 - Current

Technical Delivery Lead

SNUG Technologies Pvt. Ltd
01.2022 - 09.2022

Sr. APS Engineer

Avaya India Pvt Ltd
12.2015 - 01.2022

Support Engineer

Capita India, Pune
09.2014 - 12.2015

Support Engineer

AGC Networks Limited, Mumbai
01.2013 - 08.2014

Support Engineer

Reliance Retail, Mumbai
06.2011 - 08.2012

B.E. - ENTC

Bharati Vidyapeeth College of Engineering

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