Project Executive Summary
A structured Waterfall infrastructure migration programme to upgrade the EMEA Cisco Intelligent Contact Management (ICM) platform from version 11.x to 12.6, alongside full server and database modernization to Windows Server 2019 and SQL Server 2019, to eliminate End of Vendor Support (EVOS) risk across the entire EMEA region. The programme delivered Go-Live in July 2022 with final legacy decommissioning completed in September 2022 within a 5-month delivery window.
Technical stack: Cisco ICM 12.6, Cisco Voice Portal (CVP), Windows Server 2019, SQL Server 2019, Softphone integration, Project Tracking System reporting, managed through PM, Engineering, Operations, and Integration functional teams.
Original text field
Role Executive Summary
Senior Project & Service Delivery Manager. Managed the full sequential PM Waterfall lifecycle from UAT environment installation through system certification, full EMEA implementation, ICM + CVP production migration, Business UAT, and final legacy system decommissioning. Owned weekly Zoom-based stakeholder status updates and delivered monthly PTS standard status reports to the Project Sponsor. Achieved 100% compliance with legal, regulatory, and records management requirements through rigorous UAT validation.
Deliverables
Orchestrated the full-scale EMEA migration of the Cisco ICM platform from version 11.x to 12.6, mitigating End of Vendor Support (EVOS) risk across the entire EMEA region, by directing end-to-end infrastructure upgrades to Windows Server 2019 and SQL Server 2019 within a strict 5-month delivery window.
Spearheaded a sequential Waterfall project lifecycle, delivering a successful production Go-Live by July 2022 and completing the final decommissioning of all legacy ICM infrastructure by September 2022, by managing the dependency chain across environment installation, CVP component migration, and Business UAT phases.
Sustained zero unplanned outages during the production migration of ICM + CVP components across the EMEA region, as measured by successful Business UAT sign-off within 90 business days of go-live, by enforcing structured environment-based delivery gates before any production cutover.
Streamlined multi-level project governance across PM, Engineering, Operations, and Integration teams, ensuring 100% stakeholder transparency, by facilitating weekly Zoom status updates and delivering monthly Project Tracking & Governance System reports to the Project Sponsor throughout the entire programme lifecycle
Directed the comprehensive system certification and User Acceptance Testing (UAT) phases, achieving 100% compliance with legal, regulatory, and records management requirements, through rigorous validation of softphone components and high-fidelity UAT environment installations.
These programs typically offer features like remote viewing, motion detection alerts, video analytics, cloud storage, and user access controls.