Mohammad Babar Islam

About Mohammad Babar Islam

Amazon Connect Integration Architect with expertise in designing, implementing, and optimizing cloud-based contact centers. Skilled in IVR, call routing, CRM integration, custom agent desktops, and migrations. Experienced in presales consulting and automation.

Experience

1. Consultant - Ccaas Amazon Connect & Webex Cc

   HCLTech

   Jun 2021 — Present

   Led Multiple Amazon Connect migrations of high and medium complexity, ensuring seamless transitions from legacy systems while enhancing customer experience. Designed and deployed custom IVR flows, intelligent call routing strategies, and call-back solutions, leveraging Amazon Lex for conversational AI and Amazon Polly for text-to-speech. Built customized agent desktops with Amazon Connect Agent Workspace, integrating CRM/ticketing tools and enabling predictive, personalized experiences. Deployed Amazon Connect Chat and integrated with social/digital channels, enhancing multi-channel customer engagement. Designed Amazon Connect outbound campaigns using Amazon Pinpoint, SNS, and SES, increasing customer outreach and engagement. Implemented Amazon Connect Contact Lens for speech analytics, sentiment analysis, and compliance monitoring. Developed custom Amazon Connect reports and dashboards using AWS QuickSight. Applied AWS Generative AI and Amazon Q in Connect to optimize agent assistance, automated responses, and predictive analytics. Experience in AWS CCI (Contact Center Intelligence) solutions, integrating Wisdom, Optimization, and Voice ID for enhanced automation and agent efficiency. Familiar with DevOps practices for Amazon Connect deployments, enabling scalable, automated contact center solutions. Assisted in RFP/RFI responses, providing Amazon Connect architecture insights, transformation roadmaps, and cost estimations for enterprise clients. Conducted 20+ system assessments, identifying inefficiencies and optimizing Amazon Connect configurations for a 30% efficiency increase. Trained 100+ IT staff and end-users, reducing support tickets by 25%. Client Success & Satisfaction: Achieved a 95%+ customer satisfaction rating through seamless Amazon Connect transformations and continuous enhancements.

Education

• S T S High School

  Senior Secondary, Mathematics and Computer Science

  2003 — 2005

• Al Falah school of Engg & Tech

  Bachelor's degree, Electrical, Electronics and Communications Engineering

  2007 — 2011

Skills

• Dhcp
• Cisco Systems Products
• Switches
• Cisco Call Manager
• Routers
• Cisco Ucs
• Scripting
• Ipcc Express
• Uccx Scripting
• Cisco Technologies
• Voip Protocols Sip
• Routing
• Cucm
• Network Engineering
• Tcp/Ip
• Dynamic Host Configuration Protocol (Dhcp)
• Media Gateways
• Ospf
• Troubleshooting
• Software Installation
• Networking
• Media Gateway Control Protocol (Mgcp)
• H.323
• Ccna
• Technical Support
• Routing Protocols
• Dns
• Eigrp
• Voip
• Ivr