Prateek Nayak serves as the Director of Contact Center as a Service Platform Engineering at Fidelity Investments, where he leverages his extensive IT expertise to drive innovation and efficiency within the organization. With a strong foundation in Cloud Computing, DevOps, and Contact Center solutions, Prateek...
Prateek Nayak serves as the Director of Contact Center as a Service Platform Engineering at Fidelity Investments, where he leverages his extensive IT expertise to drive innovation and efficiency within the organization. With a strong foundation in Cloud Computing, DevOps, and Contact Center solutions, Prateek is adept at aligning business requirements with technical solutions, ensuring that all initiatives adhere to the enterprise architectural and security frameworks. His current role involves the design and development of cutting-edge, containerized, serverless, and cloud-native systems that enhance the functionality of Contact Center platforms, including voice, digital interactions, AI/ML capabilities, analytics, and automation.
One of Prateek's key projects includes transforming Infrastructure as Code (IaC) practices to streamline the deployment of Contact Center applications and services on AWS Cloud. This initiative not only improves operational efficiency but also enhances the resiliency and observability of the systems in place. His ability to create comprehensive System Design Documents ensures that all stakeholders have a clear understanding of project specifications and technical requirements, facilitating smoother project execution.
Prateek’s skill set encompasses a wide range of technologies and methodologies, including Jenkins for continuous delivery, IBM Udeploy for deployment automation, and advanced call routing strategies that optimize customer interactions. His strong client interfacing skills further enable him to effectively communicate complex technical concepts to non-technical stakeholders, fostering collaboration across teams. As a leader in the Contact Center technology space, Prateek is committed to promoting engineering excellence and driving the adoption of innovative solutions that enhance customer experience and operational performance at Fidelity Investments.
