Gagan Munjal

Program Director - Consulting and Systems Integration at Ericsson || 20+ years of Experience

New Delhi Area, India

Customer Relationship Management (CRM)  Project Management Programme development Program Delivery Management Shared Services
Program Management professional with total 21 years of experience. MSP & Prince 2 Practitioner Certified.
Industries/ sector served are Telecom, FMCG, IT/ITES, BPO Transportation and Utility. Indian Railways, DOT/BSNL, Bharti Telenet, Airtel, JTM, Reliance Telecom & Grameen Phone Limited (Partner Telenor), Bangladesh, Hutch Srilanka) and IT Training Industry.
Established Centre of Excellence, Shared Services units and Transitions- covering Pricing, Ordering, Technical design & delivery and Project management using the BOT ( Build-Operate-Transfer) model.
Have a perfect blend of all flavors of Project Life Cycle i.e. Pre-sale, Business Requirement Analysis, Techno Commercial proposals, Solution Conceptualization, Estimation, Designing, Software Development, , integration, Testing, Implementation and in-life management.
Delivered APAC wide Network & Voice transformation (WAN, LAN ,IPT) covering 60 sites for FMCG giant, using Cost effective remote delivery management model through right mix of on-shore & off shore team composition, Cross functional team management (internal & outsourced) spread across the globe.
Developed and Delivered customized contact center solutions in multi- vendor environment- Contact Centre solution with Mini CRM Suite for Telecom Operators. IVR /CTI product and applications , Softphone ,Web based monitoring & administration, Web Chat, Campaign Generation & Out Dialer , Unified Mailbox, SMS, System Integration with various standard Billing Systems like CABS, TIMS, Kenen, BSCS, DotSoft and with switches like Ericsson, Siemens, Alcatel, Corel etc. The environment includes WINNT/VB/Visual Voice/ Oracle /Java/Dialogic (E1 using R2MFC, ISDN)/CT Connect.
Pragmatic and decisive, qualities enabled by a solid blend of –
o Product and Solution Development
o Strategic Program Delivery
o Management - Service & Operations, Contract & SLA , Third Party Vendor , Cross functional teams
o Consulting ,Pre-sales, Commercials
o Coaching & Mentoring skills

Specialties: Program Development and Management , Shared Services setup, Network & Voice Transformation delivery Management , Remote Delivery management, Product & Solution Development in CTI & CRM domain,Consultancy in the Customer Care domain for Telecom sector, Implemenation & Tech Support Operations , Technical Account Management, Cross Functional Team Leadership

Program Director Consulting and Systems Integration at Ericsson

Oct 2013 - Present

Responsible for managing large CSI Programs starting from early stage of Pre-sales and then delivery ownership till completion of the program, closely tracking the progress of portfolio delivery engagements to ensure healthy cash flow and margins. Actively working with Sales teams on Pre-sales, RFP, Proposal Management towards overall Business Growth in the Government and private sector.

Push pixels...
Shovel coal into server...
Create mockups...
Defend the wall...
Draft storyboard...
Disrupt an industry...
Achieve profitability...
Become a unicorn...
Become Batman...