Durgesh

Gurnani
Address: Lajpat Nagar 2, Delhi -110024
E-Mail: [email protected]
Phone: +91-8826731636

Professional Summary

12 years of experience in Program Management, Product Management and Business Development roles. Proven record
of accomplishment in successful outcomes in Amazon Connect, Salesforce CRM and SAP ERP systems. Ability to lead
agile engineering and design teams to coordinate, prioritize, and deliver to a daring roadmap. Helped clients prepare
a measurable and meaningful business case to invest in cloud technology in order to increase revenue, decrease cost
and reduce risk

Key transferrable skillsets:

• Product Vision: Experience working with technical leaders and product owners across the organization to
define a product roadmap for the features and capabilities of the platform, helping define best practices and
standards for shared components, functionality.

• Product Development: Smartly defined MVP and executed the release and testing MVP at a rapid pace; as a
Program Manager, work with tech teams to develop, launch, optimize, product features; build desired
product functionality and make real-time decisions to ensure that it’s on track to meet business goals.

• User Focus: Created solutions keeping user at the center of everything, researched what our users might
want or need to ensure products are as helpful as possible by conducting discovery, qualitative research,
and competitive analysis.

• Leadership: Acted as a leader to cross-functional, internal teams so that they are excited, motivated, and
know what is expected; effectively evangelize the product vision with various stakeholders throughout the
company, and prioritized initiatives across multiple engineering teams

• Communication: Documented and communicated product requirements (user stories, briefs, designs, etc.)
that are clear, thorough, and timely to convey the desired functional experience to all internal parties; acted
as a product SME from a functional perspective, showcasing, championing, and finding ways to constantly
innovate

• Documentation: Skilled to understand interfaces and services enough to write and improve documentation,
and interpret and translate technical capabilities and constraints for non-technical stakeholders.

1
 Academic Qualification

• Master of Science – Information Systems 08/2016

Georgia State University, USA

• Bachelor of Engineering – Information Technology 08/2009

University of Mumbai, India

Certifications

• Leading SAFe 04/2022

• Certified Scrum Master 08/2021

• AWS Certified Solutions Architect – Associate 04/2019

Validation Number 1P4SDQ82JB1110K6

• AWS Certified Cloud Practitioner 02/2019

Validation Number 7RZS4N32JNEE13CZ

Technical Skill Set

Business Applications Amazon Connect, Genesys Cloud, Calabrio, Salesforce

CRM, Acqueon, SAP ERP
Tools used Visio, Jira, MS Office, Confluence, HP ALM, Postman,
Cyara
Pre-Sales Activities Statement of Work, RFI, RFP Responses, Value
Proposition sheets, Product Demonstration, Feedback
on Product Roadmap
Sales Activities Identifying Prospects, converting leads into opportunity,
CXO meetings and opportunity qualification, closure
meetings
Project Management Activities Sprint Planning Activities, Daily Standup, Sprint Review
and Sprint Demo
Product Management Activities Requirement Elicitation, Gap Analysis, Traceability
Matrix, Change Request Forms, Test Case Preparation,
and review

Achievements

• 2018: First ever H1B sponsor for Coca-Cola Bottling Company in their 120 years of existence history

• 2015: First ever in the family to travel to United States of America to complete my Master of Science in
Information Systems. Graduated with a grade point average of 3.8 on the scale of 4.0

• 2012: First ever among the network to publish a book ‘Campus Placement Directory’ which is currently
available across the globe in digital format

• 2009: Launched India’s first ever Student anti-terrorism research group for students of Mumbai university to
unveil the research findings and suggestions in an event with delegates from Indian Air force, Army and
Mumbai police
2
 Current Work Experience

Senior Program Manager 07/2020 – Present

Cognizant Technology Solutions India Pvt Ltd - Gurugram, India

Currently leading an implementation project for a US based banking sector client to migrate 26 different lines of
businesses running on legacy contact center applications to a cloud-based AWS Connect solution leveraging both
DTMF and NLU capabilities. In past, worked on a consulting assessment for auto-insurance client to study the
technology infrastructure across eight siloed contact centers, and assess viability of Calabrio and Amazon Connect
for a consolidated contact center to create an environment of shared services, and best practices in Contact Center.
Responsible for documentation of high-level roadmap for solution rollout and cost

Increased Proposed software product-line approach to American Express client for application development
revenue and support, based on a unique and innovative concept of Software factories to win business by
making the application assembly more cost effective through systematic reuse of activities falling
under a (3x3) matrix of patterns identified for the client.

Decreased Worked with client to transition 8 contact centers, operating on multiple platforms, onto one unified
cost platform that will allow them to create an environment of shared services and best practices in
Contact Center operations and technology and helping them realize the cost reduction by 28%

Reduced risk Architected and designed the UIs for a utility that allowed the end-user to perform several key
functions on the frond-end like defining the holiday, updating emergency message, blocking a caller,
and several other functions that were made configurable by design thus reducing the risk of
updating the code every time a change is needed by the client

Senior Product Owner 12/2019 – 06/2020

TechGenies India Pvt. Ltd - Gurugram, India

Lead the customer interactions for a 20-million-dollar project and managed a team of 4 Business Analyst and 3 UI
designers to build an in-house CRM for a US-based health insurance client using agile methodology. Collaborated with
stakeholders both internally and externally to translate business requirements into user stories and wireframes for
the development team

Increased Developed an in-house CRM web application for an employee health benefits insurance brokerage
revenue client selling Medical, Dental, and Vision benefits to various corporates, and later extended the CRM
features to create additional products that the client could sell including Life and AD&D, Disability,
HRA and HSA insurance thereby creating additional revenue opportunities for the client

Decreased Reduced the rework on the project by effective stakeholder management skills to reduce the
cost rework caused by errors in the approved requirements for one of our projects where a large portion
of project spending was getting wasted thus causing the project to fall behind schedule

Reduced risk Fastracked a project that was falling behind schedule by hiring BA’s with wire-framing experience
and shifting the ownership of the low fidelity designs to the BA team and high fidelity tasks to the
UI/UX team. This was done to utilize the BA’s skillset of handling the stakeholder communication
and feedback as compared to the previous model where both the low fidelity and high fidelity was
being done by the UI//UX team, causing multiple rounds of feedback discussions resulting in an
impact to the schedule

3
Senior Product Manager 10/2016 – 04/20219
Coca-Cola Bottling Company United, Inc. - Atlanta, USA

Worked on internal SAP projects to digitize the picking and receiving operations in 54 warehouse centers and 9
production centers across South-East United States. Integrated Honeywell RF Scanning technology with SAP ERP to
automate the paper-based picking and receiving process at 33 warehouses helping the company save 33 million
dollars annually. Managed vendor relationships by providing a sign-off on the business requirements captured

Increased Implemented Cisco & Datria Voice Picking system that involves the use of wearable headset and
revenue microphone so that the order pickers can be instructed by voice on what items to pick and where
to pick them, verbally confirming their actions back to SAP. The implementation helped reduce the
picking errors from 8 per thousand to 1 per thousand (accuracy of 99.2% improving to 99.9%), and
this helped Coca Cola improve the accuracy of their orders which improved their revenues
Decreased Integrated Honeywell RF Scanning technology with SAP ERP to automate the paper-based picking
cost and receiving process at 33 warehouses helping Coca-Cola Bottling Company United, Inc. save 33
million dollars’ worth of warehouse workers time, annually

Reduced risk Reduced the monthly warehouse tickets by 92% in 2 years and 6 months by following an effective
root-cause analysis process to shift the record for support tickets with an All-time high of 346
tickets/month in November 2016 to an All-time low of 26 tickets in January 2019. Saved 400,000
dollars per annum worth of man-hours annually for support engineering team, enhanced the
experience for end-users and reduced the risk of delayed warehouse operations due to system
issues in production environment

Sales Manager 11/2012 – 08/20215

Drishti Soft Solutions Pvt. Ltd. - Gurugram, India and Jakarta, Indonesia

Worked with prospects and client organizations across India and Indonesia to implement Ameyo contact center
technology. Helped the company build first five customers in the Indonesia market, while also leading the enterprise
accounts in India. Won the Highest Target Achievement award in 2015. Also won an award from bagging a sales deal
from one of the marquee customers for the company back then.

Increased Integrated the inventory management system with IVR technology to let the IVR dynamically read
revenue out the promotions and discounts for a sea food restaurant chain based out of Indonesia, helping
the company increase sales of products nearing shelf lives by offering discount and reducing
monthly waste by 20%
Decreased Designed pluggable business intelligent tool for outbound contact centers that uses machine-
cost learning algorithm to identify the best time to reach a customer. This tool works in conjunction with
Predictive Dialer and helps a contact center enhance the connect rates and also enhance the
customer satisfaction
Reduced risk Created a Partner portal for contact center company to empower their partners in Indonesia with
all the training and marketing content available at one single place, and later extended the portal
access to 40 other active and non-active partners across the globe

Senior Product Manager 04/2011 – 07/20212

Tata Consultancy Services - Mumbai, India

Designed the electronic bank account management web application for Citigroup client to help the corporate banking
customers of Citi manage the bank accounts and the designated signing authorities across the glove using digital
signatures instead of a paper-based process

4
 Increased Managed the electronic Bank Account Management web application (eBAM) for Citigroup to enable
revenue Citi North America corporate clients to manage their accounts electronically. The eBAM product
later got extended to 55 countries
Decreased Allowed Citi corporate customers to digitally sign the account opening, maintenance, and closure
cost documents by replacing the wet paper-based signature process, this increasing the contract speed,
and reducing the transaction cost.
Reduced risk Managed the customer experience risk by implementing a functionality that allowed previously
submitted documents to be leveraged for a new account opening or account maintenance request.

Product Manager 10/2009 – 04/20211

Oracle Financial Services Software Ltd. - Mumbai, India

Managed the change requests for internet banking website of Citibank Hungary and Citi Czech Republic client to ensure
a good user experience for the internet banking customers.

Increased Enhanced the Term Deposit application for Citi Hungary’s internet banking customers by allowing
revenue them to define the renewal instructions during the opening of the term deposit process, thus
enabling recurring revenue for Citibank.

Decreased Replaced the hardware token-based authentication with one-time password generated over a
cost mobile phone for Citibank Hungary users, thus reducing the risk and enhancing the customer
experience

Reduced risk Enhanced the customer experience by modifying the application to allow the customer to log into
the internet banking website post cut-off time and set the money transfer instructions for the next
day instead of receiving an error code, which said transfer could not be done after cut off time.