14

Years

Prakash Chaurasiya

Personal information

Full name:

Prakash Chaurasiya

Location:

Riyadh, Riyadh, Saudi Arabia

Skills

Team Management

10

Tech Lead

10

Technology Architect M...

10

Troubleshooting

10 Professional information

Experience

14 years

Workplace type

Onsite, Remote, Hybrid

Job type

Full time, Contract, Part time, Freelance

Industry

Telecommunication, Information Technology

Job level

N/A

Willing to relocate

Yes

Open for opportunity

Yes

Languages

Language

EnglishFluent

Language 2

ArabicConversational

Profile summary

Proficient in the installation and configuration of contact center solutions, ensuring seamless integration and functionality. Experienced in maintaining and supporting contact center systems to maximize performance and reliability. Adept at troubleshooting complex technical issues and providing timely resolutions to minimize downtime. Skilled in collaborating with clients to understand their needs and implementing effective solutions. Capable of working with internal teams to enhance system features and improve overall service delivery. Committed to documenting processes, changes, and technical details for future reference and system optimization.

Experience

Associate Director

CCC BYSTC

Aug, 2016 - present

10 yrs 2 mos

Avaya: Expertise in Avaya Aura, Avaya IP Office, and Avaya Contact Center solutions. Genesys: Proficient in Genesys Cloud, Genesys PureConnect, and Genesys Engage. Verint: Skilled in Verint Workforce Optimization (WFO)11.x,15.2x , Verint Interaction Analytics, and Verint Quality Management. AQM, Speech. Cisco: Familiar with Cisco Unified Communications Manager (Unified CM) System Integration: Experience with API integration, data migration, and system upgrades. Troubleshooting: Advan.....

Education

Bachelors

University of Andorra

Computer architecture

May, 2008 - Jul, 2010

Post Diploma

University of Andorra

Business Administration

Aug, 2003 - Aug, 2007

Projects

AVAYA Migration(Jul, 2023 - Jan, 2024)

Project Experience: Avaya Projects: Avaya Aura Deployment for Insurance company in/ KSA. Led the deployment of Avaya Aura unified communications platform, including the setup of IP Telephony, voicemail, and conferencing solutions. Successfully migrated from legacy systems to Avaya Aura, enhancing communication efficiency and scalability. Avaya Contact Center Optimization for semi government company in KSA Managed the optimization of Avaya Contact Center, implementing a.....

Genesys Projects(Dec, 2022 - Feb, 2023)

Genesys Projects: Genesys Cloud Migration for projects Services Spearheaded the migration of on-premises contact center operations to Genesys Cloud. Facilitated a smooth transition with minimal disruption, leveraging cloud features to enhance scalability and flexibility. Genesys Interactive Voice Response (IVR) Development for private Solutions. Directed the development and deployment of a custom Genesys IVR solution to streamline customer interactions and automa.....

Verint Projects(Jan, 2022 - May, 2024)

Verint Projects: Implementation of Verint WFO 15.2: Successfully led the deployment and configuration of Verint Workforce Optimization 15.2, including the setup of modules for recording, quality management, and workforce management. System Integration: Integrated Verint WFO with existing contact center technologies to streamline operations and enhance reporting capabilities, ensuring seamless data flow between systems. Custom Reporting Solutions: Designed and develo.....

Achievements & Awards

Best Performance(Feb, 2024)

Avaya Aura Deployment for Insurance company in/ KSA. Led the deployment of Avaya Aura unified communications platform, including the setup of IP Telephony, voicemail, and conferencing solutions. Successfully migrated from legacy systems to Avaya Aura, enhancing communication efficiency and scalability.