Program Manager Contact Center

Amit Nanda

RTP, NC ***** www.linkedin.com/in/amitnanda-mba/ *********@*******.*** 919-***-**** Senior Principal Program Manager

Program Management Project Management SoJware Engineering PlaLorm TransformaOon Cloud Infrastructure PROFESSIONAL SUMMARY

Program Manager / Project Manager with a robust background in Pla8orm Engineering, Cloud Infrastructure, and So?ware Development. ExperEse in leading cross-funcEonal teams, driving innovaEon, and delivering high-impact soluEons within complex, cloud-based environments. Adept at Agile methodologies, DevOps pracEces, and strategic planning to achieve operaEonal excellence and customer saEsfacEon.

Key Achievements:

Built and Led High-Performing Teams – Successfully oversaw Cisco’s Webex Contact Center engineering teams, fostering a DevOps culture that opEmized operaEons and delivered high-impact soluEons.

Agile TransformaOon Champion – Led successful Agile transformaEon iniEaEves, leveraging the Scaled Agile Framework (SAFe) to enhance team collaboraEon and accelerate so?ware delivery.

Cloud & AutomaOon ExperOse – Implemented automaEon soluEons to streamline workflows, improve efficiency, and enhance system performance within complex cloud environments. AREAS OF EXPERTISE

Project Leadership Scalability Reliability MulO-year Roadmap Planning Program Management Data Center OperaOons Agile TransformaOon Problem Solving Cloud Infrastructure DevOps PracOces Cross-funcOonal Teams

JIRA CollaboraOon AutomaOon SoluOons (RESTful APIs, GraphQL, Kubernetes) Stakeholder CommunicaOon Partnerships Scaled Agile Framework (SAFe) Data AnalyOcs Financial Planning Strategic IniOaOves WORK EXPERIENCE

Senior Program Manager 2021 – Present

Cisco Systems Inc. – RTP, NC

Provided leadership as a TPM for strategic direction while managing development, operations, and testing resources for Cloud Contact Center micro-services within Webex Contact Center (CC), ensuring integration and performance.

Lead mulEple programs simultaneously, overseeing the development and delivery of Cloud Contact Center based products from concepEon to launch.

Served as product owner, scrum master, and delivery manager for the implementation/testing of complex features.

Established DevOps practices to manage and deploy Contact Center Tenant Management, Media, Digital Channels, and Self-service Servers. Monitored system health using alerts and dashboards to ensure opEmal performance.

Facilitated implemented a cuTng-edge Noise CancellaEon So?ware, leveraging Cloud and GPU technologies, enhanced with AI, to eliminate background noise at the customer end within the Contact Center for more meaningful interacEons.

o This innovaEon aXracted 500+ organizaEons to adopt the soluEon, posiEoning Cisco as a market leader.

Established a comprehensive SRE playbook integraEng Incident, Change, Problem, and Event Management processes, alongside the implementaEon of Run books to effecEvely address breakage issues during so?ware deployment.

o Addressed CI-CD automaEon challenges to enable daily so?ware deployments. o As a result, achieved 99.9% availability across all six data centers worldwide for Webex CC. Site Reliability Engineering (SRE) Program Manager 2020 – 2021 Cisco Systems Inc. – RTP, NC

Ensured delivery commitments through monthly backlog prioriDzaDon and alignment with PlaForm and Voice Engineering. Provided management leadership in tracking progress and coordinating internal/external dependencies across service groups.

Spearheaded and managed process improvements within the Webex Cloud Contact Center organizaEon. Led Change Advisory Board (CAB) and Root Cause Analysis (RCA) processes. o Developed dashboards for RCA analysis, AI tracking, deployment tracking, and performance analysis. o Generated monthly reports on incident staEsEcs categorized by service areas and release versions. Cisco Systems Inc. – SRE Program Manager (ConOnued)

Implemented Agile Scrum Project Management methodologies to enhance project efficiency and collaboraEon.

Monitored and managed budget expenditures using Cloud Health. Conducted OperaEonal Readiness Reviews and owned the development of run book templates and processes to ensure operaEonal preparedness.

Implemented a Jenkins pipeline to generate standardized lightweight Linux distribuEon images for Containers, ensuring uniformity across Development teams and facilitaEng idenEficaEon of all dependent packages. o Detected vulnerabiliEes in image scans, expedited image deployment, and enhanced deployment process.

UElized CloudHealth to establish transparent cost allocaEon within the organizaEon, enabling precise tracking of AWS cloud expenditures across teams, departments, and projects. o Strategically leveraged Spot Instances, Reserved Instances, and On-Demand Instances to opEmize cost efficiency for Cisco, resulEng in a reducEon of $1M in annual AWS expenditure. Senior Program Manager – CollaboraOon Cloud Engineering 2016 – 2020 Cisco Systems – RTP, NC

Monitored and reported on service level objecDves, collaboraDng with stakeholders to establish key performance indicators.

Developed and maintained capacity models for on-prem and AWS hosEng, opEmizing based on user flow profiles.

Provided guidance to so?ware teams to enhance resiliency, efficiency, and availability. Efficiently resolved trouble Eckets and troubleshot services in a hosted environment in collaboraEon with product operaEons.

Communicate project status, risks, and dependencies to stakeholders, including senior leadership, to facilitate decision-making and alignment.

Senior Manager – Systems and SoluOon Engineering 2011 – 2016 Cisco Systems – RTP, NC

Managed mulDple funcDons in Systems and SoluDon engineering. Ran CollaboraDon and Customer Care system releases for Cisco’s cloud and on-prem based Telepresence, Webex, Voice, and Video infrastructure.

Managed, built, and operated Data Center, offering CaaS environment to 100+ Collaboration and CC product teams.

Built and managed mulE-tenant, highly redundant, hyper-converged Data Center with CI/CD enablement.

Led mulEple CollaboraEon system releases with content, resource, finance, and quality management.

Served as Financial controller for Systems and Solutions Engineering organization with annual operating budget of $5M.

Managed mulEple teams with members (direct report and virtual) located in US and India Manager – Virtual Desktop and Unified CommunicaOons – CollaboraOon Technology 2007 – 2011 Cisco Systems – RTP, NC

Spearheaded iniDaDves for two of the most cuMng-edge technologies: Virtual Desktop and Unified CommunicaDons.

Led a team to create an IP Telephony soluEon with products from Cisco and Tandberg to integrate Tandberg’s voice and video pla8orm with Cisco’s backbone applicaEons.

Managed, built, and tested a test environment catering to Contact Centers, Shared Workspaces and Teleworker environments using Cisco’s VXC 6215 Client and VXME. Early Career Experience:

Lucent Technologies – System Analyst

Nortel Networks – SoJware Engineer

EDUCATION

Master of Business AdministraOon (MBA) Poole School of Management – NC State University Bachelor of Engineering (BE) – Electronics and Electrical Engineering – Punjab University CERTIFICATIONS/TRAINING

AWS CerOfied SoluOons Architect Associate, AI for Everyone, NCSU Data Science for Leaders, CCNA Cisco CerOfied Network Associate, CCNP Cisco CerOfied Network Professional, ITIL InformaOon Technology InformaOon Library (ITIL) FoundaOon CerOficaOon; Training: Cisco UCS and VMware Boot Camp Training

Contact this candidate