VIPIN T
Ernakulam
Summary
Telecom and contact-center professional with 16+ years of experience, including 5+ years implementing Amazon Connect and 11+ years managing Avaya contact-center environments, Oracle SBC 3900, and Cisco CUCM/IPP. Supported 300+ projects across medium and low-complexity engagements with client-facing technical leadership. Migrated on-premises Avaya contact-center systems to AWS-based Amazon Connect to enable scalable architectures and pay-as-you-go models.
Overview
16
16
years of professional experience
Work History
Group Manager
HCL Technologies
04.2013 - Current
- Owned Amazon Connect CCAAS architecture, configuration, migrations, integrations, and ongoing support.
- Drove on-premises Avaya contact-centre migrations to Amazon Connect on AWS.
- Led delivery for 300+ project requirements across critical medium and low-complexity engagements.
- Set standards for Amazon Connect implementations covering flows, queues, routing, profiles, onboarding.
- Directed AWS integration designs using Lambda, S3, Kinesis, Athena, API Gateway, Cognito.
- Approved conversational automation by integrating Amazon Lex bots with Amazon Connect.
- Oversaw connected digital journeys by governing Amazon Connect chat and CRM API integrations.
- Accounted for scalable patterns by governing Lambda and API-based serverless workflows.
- Chaired data strategy by applying S3, Kinesis, and Athena for streaming analytics.
- Steered agentic AI initiatives across Amazon Connect AI agent and Bedrock solutions.
- Governed business modernisation through cloud migration using pay-as-you-go AWS models.
- Accounted for technical governance through solution documentation, sessions, and POCs.
- Directed cross-team migration coordination across network, firewall, server, database, and CRM.
- Presented delivery assurance through client-facing leadership and escalation handling.
- Provided consulting services for Amazon Connect CCaaS implementations
Associate Engineer
Wipro Infotech
04.2010 - 01.2013
- Owned Avaya contact centre and telecom operations support for Genpact global voice continuity.
- Led Avaya and telecom SME work for implementation requirements and production rollouts.
- Directed standards for Avaya call-centre components, routing, and toll-free/DID mappings.
- Managed trunk configuration accountability for ISDN PRI E1 and T1 voice paths.
- Coordinated VoIP and IP trunk implementation using G.711 and G.729 codecs.
Education
BSc - Computer Application
MG University
Kottayam, India01-2008
Plus -
Board of Education
India01-2005
SSLC - 10th
Board of Education
India01-2003
Skills
- Amazon Connect implementation specialist certification
- Advanced AI agent creation and orchestration
- Oracle SBC technical training
- Amazon Connect CCaaS migration and integration
- AWS serverless and API integrations
- Avaya contact center and SBC expertise
Accomplishments
- HCL Tech O-Infinity Award for consistently demonstrating exemplary performance (2018 and 2022-2025).
- HCL Tech Center Stage Award for Best Innovator (2017-2018).
- Received numerous client appreciations across multiple engagements for technical delivery, ownership, innovation, and successful project support.
Custom
- Amazon Connect / AWS: Amazon Connect, Contact Flows, Queues, Routing Profiles, Voice, Chat, Amazon Lex, AI Agent, Agentic AI, Amazon Bedrock, Lambda, S3, Kinesis, Athena, API Gateway, Cognito, CloudFront, SES, EventBridge, CRM/API Integration.
- Legacy Contact Center / IPT: Avaya Contact Center Management, Avaya CM/SM, Oracle SBC 3900, Cisco CUCM, SIP/IPT, enterprise voice and telecom infrastructure.
Timeline
Group Manager
HCL Technologies
04.2013 - Current
Associate Engineer
Wipro Infotech
04.2010 - 01.2013
BSc - Computer Application
MG University
Plus -
Board of Education
SSLC - 10th
Board of Education