Director, Cisco Customer Digital Enhancements
Tech Talk Speaker
Ruwani has 14 years of technology industry and customer experience leadership experience. As director of the Customer Digital Enhancements group within Cisco's Advanced Solutions organization, Ruwani leads a team who is applying digital twin and automation technologies to Cisco Customer Experience labs.
Ruwani recently served as Strategy Lead and Chief of Staff for Proactive Services Engine (ProSE) within Cisco’s Customer Experience Centers. Prior to joining ProSE, she was a manager within Cisco’s world-renowned Technical Assistance Center. Throughout her 5-year tenure, she managed multiple technologies in the Core Enterprise Architecture. She has served as Global Technology Lead for Routing Protocols and driven innovations within TAC with regards to workforce planning and modernization of queue structure. She has also led challenging pilot programs in a lean startup methodology to ensure that work processes evolved with the workforce.
During her 7 years in Cisco’s Global Service Logistics Organization, Ruwani drove multiple innovations and initiatives to future-proof the enterprise. She led transformation by onboarding a vendor group to provide expertise in Return Material Authorization (RMA) entitlement, and her expertise was expanded in supporting and building systems and tools for Cisco acquisitions. Ruwani streamlined tool development for Order Management, among other business readiness tools across the company that impacted Sales, Engineering, and Services.
Ruwani has served on the board of directors for the STEM non-profit Her Spark for the past 3 years, and as of January 2021 began her term as President of the board. She also led the Women of Cisco (previously Connected Women) employee resource organization in local and global capacities.
Before joining Cisco, Ruwani lived in Sapporo, Japan for a couple of years, teaching English to middle school students through the Japanese Exchange and Teaching (JET) Programme.
Ruwani earned her MBA from Wake Forest University and her BA from the University of North Carolina – Chapel Hill.