Apurva Shukla
Noida
Summary
Customer Experience (CX) and Contact Center Transformation Expert with 13+ years of experience across presales, consulting, and solutioning for enterprise contact center modernization programs. Specialized in Contact Center as a Service (CCaaS) transformation, helping organizations migrate from legacy contact center infrastructure to cloud-based platforms such as Genesys Cloud CX, NICE CXone, and Amazon Connect. Experienced in Genesys Cloud CX, Genesys Engage, NICE CXone and demonstrated expertise in team leadership and client relationship management.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Vice President , Pre-Sales(CCaaS)
EXL Service
Noida, India
11.2024 - Current
- Advise enterprise clients across industries on transforming customer and employee experience ecosystems.
- Support presales engagements by defining future-state contact center architectures and transformation strategies.
- Help clients migrate legacy on-premise contact center platforms to cloud-based CCaaS solutions.
- Design digital engagement strategies including chat, web messaging, voice bots, conversational IVR and chatbots.
- Develop value-driven transformation roadmaps and business cases supporting CX modernization.
- Conduct CCaaS platform evaluations and vendor assessments to identify best-fit solutions.
- Identify transformation risks, dependencies and mitigation strategies for large-scale modernization programs.
- Support proposal development, client presentations and solution demonstrations.
Consulting Manager | CCaaS & CX Transformation
Accenture
Gurgaon, India
08.2019 - 11.2024
- Led business development and proposal efforts for service transformation initiatives focused on cloud migration.
- Conducted holistic assessments of contact center operations and omnichannel capabilities.
- Developed value-driven transformation roadmaps and benefits cases aligned to CX strategies.
- Advised clients on next-generation capabilities including conversational IVR and AI-powered bots.
- Supported organizational change and technology adoption across people, processes and platforms.
Team Lead
Adobe
Noida
01.2019 - 08.2019
- Managed end-to-end delivery of client projects including platform expansion, solution enhancements, and process optimization.
- Drove continuous improvements to the Genesys ecosystem to support scalability, stability, and evolving business requirements.
- Developed and optimized advanced reporting and analytics frameworks to improve agent productivity and operational visibility.
- Contributed to delivering next-generation customer experience through enhanced contact center operations and intelligent reporting capabilities.
Senior Software Engineer
TELUS Internationals
Noida
01.2018 - 01.2019
- Led a 10-member onsite–offshore team delivering Genesys contact center solutions across multiple products and capabilities.
- Served as Genesys Infrastructure Lead, driving continuous platform improvements and adoption of new technologies.
- Worked in an Agile delivery model to support development and enhancements across OmniChat, GMS, and Pulse Reporting.
- Managed platform stability, scalability, and performance to support evolving business and customer experience needs.
Senior Software Engineer
Bank Of America (BA Continuum India Pvt Ltd.)
Gurugram
01.2016 - 12.2017
- Worked within a 12-member onsite–offshore team to implement major CTI enhancements across the enterprise contact center environment.
- Performed detailed impact analysis for LOB-driven changes to ensure smooth implementation and minimal operational risk.
- Managed Genesys server maintenance, patching, and platform upgrades to maintain system stability and performance.
- Developed end-to-end installation and deployment plans including risk assessment for Genesys infrastructure changes.
- Served as Change Creator and Implementer in the L3 Genesys Support team, driving continuous infrastructure improvements and platform enhancements.
Software Engineer
Infogain India Pvt. Ltd.
Noida
01.2013 - 12.2015
- Contributed to the global Apple Contact Center platform, supporting a multi-data center environment with Genesys and Avaya integration.
- Worked within the design and development team to enhance the Genesys platform and deliver multiple client initiatives from offshore.
- Designed and implemented call queuing strategies and ORS routing logic to optimize customer interactions.
- Developed POCs for advanced capabilities including Mutual TLS and Genesys Web Services integrations.
- Supported platform innovation and solution enhancements across a globally distributed contact center ecosystem.
Education
Management Essentials - Management
Harvard Business School
Remote2022
M. TECH (Master of Technology) -
BITS, Pilani
WILP01-2016
B. TECH (Bachelor of Technology) -
JSS, Noida
Noida01-2012
Intermediate - undefined
Dr. Virendra Swarup Education Centre
Kanpur01-2007
High School - undefined
Dr. Virendra Swarup Education Centre
Kanpur01-2005
Skills
- Presales Solutioning and RFP/RFI Response Leadership
- Customer Experience (CX) Transformation Strategy
- CCaaS Migration and Contact Center Modernization
- Omnichannel Customer Engagement Design
- Conversational AI, Chatbots, Voicebots and Agent Assist
- Stakeholder Advisory and Coordination
- Project Management
Certification
Genesys Cloud Professional Certified
Timeline
Assistant Vice President , Pre-Sales(CCaaS)
EXL Service
11.2024 - Current
Consulting Manager | CCaaS & CX Transformation
Accenture
08.2019 - 11.2024
Team Lead
Adobe
01.2019 - 08.2019
Senior Software Engineer
TELUS Internationals
01.2018 - 01.2019
Senior Software Engineer
Bank Of America (BA Continuum India Pvt Ltd.)
01.2016 - 12.2017
Software Engineer
Infogain India Pvt. Ltd.
01.2013 - 12.2015
Intermediate - undefined
Dr. Virendra Swarup Education Centre
High School - undefined
Dr. Virendra Swarup Education Centre
Management Essentials - Management
Harvard Business School
M. TECH (Master of Technology) -
BITS, Pilani
B. TECH (Bachelor of Technology) -
JSS, Noida
Industry Experience
- Banking & Financial Services
- Telecommunications
- Energy & Utilities
- Technology
- Transportation