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Luis Morales


Executive in Residence with the Engineering Masters Program in the Pratt School of Engineering

Luis Morales has 28 years of professional experience in various engineering leadership roles at Cisco Systems and AT&T Labs.  In his most recent assignment, he led a Cisco team responsible for analyzing customer sentiment and experience, create insights and compel the business to drive improvement actions.


• Building high-performing and engaged teams and leaders
• Passionate about quality, customer success and continuous process/product improvements
• HW & SW quality data analytics
• Thought leader in Quality Management System and customer experience
• Customer advocacy and customer quality engagements


Six patents (one for Lucent, and five for AT&T) in the area of IP networking and security—
US Patents: 5761203, 5987526, 6044092, 7444417, 792576 and 7953855.

Winner of Cisco’s highest technical recognition, Cisco Pioneer Award 2011, “Interactive Service Request Analyzer.”

Appointments and Affiliations

  • Executive in Residence with the Engineering Masters Program in the Pratt School of Engineering

Contact Information

  • Email Address:


  • M.E. Cornell University, 1992
  • B.S.E.E. University of Puerto Rico, 1989

Awards, Honors, and Distinctions

  • Cisco Pioneer Award 2011 - “Interactive Service Request Analyzer” . Cisco Systems, Inc. 2011

Courses Taught

  • AIPI 503: Python Bootcamp
  • EGRMGMT 575: Software Quality Management
  • EGRMGMT 579: Using Real-Time Data to Improve Customer Quality Experience
  • EGRMGMT 590: Advanced Topics in Engineering Management
  • K_STATS 102: Introduction to Data Science

Representative Publications

  • Jarvis, A, Quality Experience Telemetry How to Effectively Use Telemetry for Improved Customer Success (2018) [abs].
  • Jarvis, A; Morales, L; Ranadive, U, Achieving Customer Experience Excellence through a Quality Management System (2016) [abs].