Designing for Podcast publisher and advertiser experiences

Led the design work for My Agent 2.0 driven by rapid A/B testings and usability testings.

Led design work for cross-LOB strategic bets involving stakeholders from multiple organizations.

Worked on the design system migration for our Agent facing experiences.

Led the redesign effort of Pearl, the platform for customer-agent connection, to bridge the gaps in connectivity, accessibility, and operational cost.

Engaged and planned various workshops involving high-level executives resulting in key product directions and roadmap decisions.

Designed experiences for Cisco’s Contact Center solutions under the Webex Portfolio. Worked with cross-continent agile teams, product managers and architects and involved in end-to-end delivery process from conceptualization to high fidelity prototypes. I led several product verticals within the BU during my time here ranging from Agent and Supervisor Desktop, Digital Channels, Core Routing and Conversational IVR.

Led several re-design and integration efforts as part of Cisco's M&A strategy over the last couple of years - Broadsoft, Voicea, Webex Experience Management, IMImobile.

Led co-design sessions and workshops with high-level executives resulting in key product decisions and roadmap definitions.

Led a month long research effort by visiting 6 contact centers for understanding pain-points and opportunity areas across all the cloud applications. Conducted more than 30 contextual inquiry sessions with customer support agents, supervisors and administrators followed by co-design sessions with the contact center managers. I was responsible for creating the research scripts, leading the research sessions, synthesizing the findings and sharing the insights with leadership. This was followed by the re-design effort for Webex Contact Center Agent Desktop application based on the research inputs and strategic business goals, which is the key product for our Contact Center cloud portfolio.

Designed for AI solutions for customer support agent use-cases as part of Cisco's initiative to partner with Google for their suite of Contact Center AI capabilities. Designed quick proof of concepts for the MVO release that was selected for early stage demo in Google's Cloud Next Conference '19.

Worked on complex administrative experiences for the setting up and maintaining of contact centers.

Designed for a workflow builder tool for administrators and developers to build event based contact center flows.

Led a team of 5 to conduct contextual inquiry sessions, interviews and usability testing sessions with field service engineers and electricians. Ideated, prototyped and tested solutions in the domain of Augmented Reality, 3D Imaging and Conversational Interfaces. Created a roadmap around an envisioned future ecosystem for our client as part of this blue sky capstone initiative.

Prototyped a data visualization tool to help create a better idea about the "research landscape". Responsibilities include conceptualization, implementation using D3.js, conducting user interviews and usability testing.