Panjanatham Nachiappan

Client: Cisco Systems Inc

• Led teams (up to 30+) delivering global migrations from UCCX/BroadCloud/WxCC 1.0 to Webex Contact Center 2.0, completing 50+ complex transitions across APJC, EMEA & US.
• Directed end‑to‑end cloud migration activities including discovery, flow analysis, IVR build, UAT, cutover planning, and stakeholder alignment.
• Built and delivered POCs for Webex AI Agents (Scripted & Autonomous) across multiple business use cases such as travel, logistics, and incident management.
• Managed L2 support operations for onboarding customers, created a SharePoint knowledge base, and standardized troubleshooting workflows to improve resolution efficiency.
• Delivered customer training, documentation, and go‑live readiness to ensure smooth adoption of Webex Contact Center solutions.
• Collaborated with cross‑functional teams to design scalable, cloud‑ready CX architectures integrating Salesforce, Google TTS, callbacks, reporting, and Calabrio recording.

Client: AT&T (Pune, India Jan 2015 to July 2020)

• Delivered global video‑conferencing solutions using Cisco Telepresence and Polycom endpoints.
• Created HLD/LLD designs, BoMs, and implementation plans using Netformx and Visio.
• Configured Cisco ISR routers, switches, and video solutions; supported solution design, documentation, and training with cross‑functional teams.

Client: British Telecom (Ipswich, UK May 2010 to Dec 2014)

• Managed testing and integration for BT’s VMM and Global Onevoice VoIP platforms.
• Performed network integration using Cisco Hosted UC services; maintained lab VoIP environments (CUCM, gateways, PGW, CME).
• Executed ORT and UAT with customers and BT teams to validate platform readiness and service quality.

• Designed and delivered Cisco Collaboration, Contact Center, and IP Telephony solutions aligned with customer deployment requirements
• Deployed, upgraded, and administered enterprise contact centers and Cisco UC clusters (CUCM, Unity, C‑ICM, UCCE/UCCX), including call recording and reporting systems
• Implemented Cisco IPT enterprise networks for remote sites using SRST/CME
• Troubleshoot and resolved incidents across contact centers, IP endpoints, voice gateways (E1/T1 PRI), and UCCE components (Router, Logger, AWs)

• Designed, deployed, and maintained WLAN, LAN, and cabling infrastructure; integrated billing systems; and delivered reliable high‑speed internet services for five‑star hotels
• Installed, configured, and troubleshot Cisco routers and switches to ensure optimal network performance
• Built site‑to‑site connectivity using wireless solutions, including mesh networks and repeater

• Installed, configured, and maintained LAN, WAN, and Wi‑Fi routers and access points to ensure stable, high‑performance network operations
• Managed internet connectivity and monitored Pronto Web Servers to maintain uninterrupted service delivery
• Provided internet access control and technical support for luxury hotel clients, including ITC Park Sheraton & Towers, Le Royal Méridien, and The Raintree, Chennai