Amit Verma
Elk Grove,CA
Summary
Highly successful project management professional with over 16 years of work experience in Operations, Quality engineering, Development and Maintenance. 9+ years of experience at Apple Inc, managing global teams for Contact Center Applications Operations, Quality engineering & Genesys applications for Voice and Chat. Strategized, Managed and led solutions for Contact Center Operational activities and operations with multi-vendor, cross-cultural and geographically dispersed teams.
Overview
16
16
years of professional experience
Work History
Sr. Technical Program Manager
Amazon Web Services
01.2021 - Current
- Delivered training sessions for newly hired team leaders and management staff.
- Created training program that enabled employees to maintain and improve skills in various types of software packages.
- Performed risk management assessments on projects.
- Developed and implemented curriculum and training materials appropriate for use at all skill levels.
Technical Project Manager - Operations
Apple Inc.
09.2016 - Current
- Work with Business to gather requirements for any operational enhancements with Voice
- Project manage and execute the large-scale Load tests on Telephony and Chat systems
- Spearhead to automate the Voice platform health check in the system
- Project manage and architect Tools to Monitor, maintain the Contact center environment
- Manage Priority issues occurring in the environment and architect automation flows to prevent them using Cyara
- Program managed and Configured Cyara tool in Apple Environment to do health check, regression and load test for the Voice platform
- Program managed and installed Spotlight application for Change management and Genesys Environment auditing
- Spearhead Annual Global Voice Load test for Apple from last 6 years using Cyara.
Quality Engineering Manager
Apple Inc.
02.2013 - 01.2016
- Managed Quality engineering for Call center applications handling CTI platform
- Led a team of 15 test engineers Globally
- Work with business to understand the project and lead the team to create scenarios to test various applications and environments including Voice, Chat, IVR, Call recording, Email
- Changed the working environment to make Quality engineering an important part of software life cycle by involving the team from inception of the project till Production go live
- Led and automate regression test suites using Cyara
- Led and automate Production health check of various flows to prevent production failures.
Technical Lead
Apple Inc.
05.2010 - 02.2013
- Technically Managed Call center applications handling CTI platform to upgrade and maintain the Call center environment
- Led the Genesys System upgrades from 7x to 8x
- Worked with Business to understand the requirements and implement Genesys changes in the environment
- Provided support for any production issues.
Consultant
Infogain Corp.
02.2009 - 02.2010
- Supported and managed Genesys applications for client Apple Inc
- Led a team of 7.
Education
Bachelor in Information Systems (hons) -
Indraprastha University
01.2003
Skills
- Product Management
- Agile project management
- Employee evaluations
- Courses and documentation
Technologysnapshot
Genesys, Cyara, Spotlight, RedHat Enterprise Linux, Ubuntu, Windows, MacOs, Oracle, MySQL
Community Leadership
Leadership Roles, Art of Living Foundation
2009 – Present
Volunteer role supporting global strategy, operations and sales for the non-profit providing humanitarian and educational aid in 180 countries and empowering individuals through training and skills development tools.
- Orchestrated an Olympic-scale diversity and inclusivity event, engaging 50+ world-leaders, 15K+ artists,and 1M+ attendees. The event garnered an online reach of 1B+ and an economic impact of $60M+.
- Organized programs and taught more then 1000 participants to life changing Breathing and meditation techniques over the span of 4 years.
- Trained 1000+ worldwide volunteers as future leaders to drive growth and increase retention.
- Mentored leaders to establish 4 new chapters in the US for continued operations success.
Timeline
Sr. Technical Program Manager
Amazon Web Services
01.2021 - Current
Technical Project Manager - Operations
Apple Inc.
09.2016 - Current
Quality Engineering Manager
Apple Inc.
02.2013 - 01.2016
Technical Lead
Apple Inc.
05.2010 - 02.2013
Consultant
Infogain Corp.
02.2009 - 02.2010
Bachelor in Information Systems (hons) -
Indraprastha University