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.
Role Executive Summary
Executive SummaryRole: 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
Spearheaded a senior-grade global RHEL7-to-RHEL8 infrastructure transformation for enterprise Genesys contact center platforms across 4 global regions (EMEA, Brazil, Mexico, Korea), ensuring full Safety and Soundness compliance, by directing end-to-end delivery across 5 sequential environment phases (DEV, UAT, prePROD, PROD, Decommission).
Remediated a critical operational capacity breach involving 3,050 oversubscribed Genesys UAT station licenses, achieving resolution within a strict 23-day deadline, through rapid environment reconfiguration and multi-region stakeholder coordination across infrastructure, voice, and operations teams.
Orchestrated the global decommissioning of all legacy RHEL7 infrastructure to permanently eliminate end-of-life security vulnerabilities, by engineering a structured multi-phase cutover and post-migration stabilization methodology with environment-based delivery gates and regional rollout governance.
Directed complex cross-platform system integrations for Genesys, ICM, IVR, ACM, and GCXI within a global banking environment, by establishing standardized regional migration playbooks and coordinating across distributed delivery teams in Brazil, Mexico, EMEA, and Korea.
Mitigated enterprise-level security risk associated with EOL operating systems in global Genesys infrastructure, as measured by the successful migration of all regional platform servers to RHEL8, maintaining zero unplanned production outages throughout the programme.