Experience

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  Trg - the resource group

  Sept 2010 - Apr 2011

  Customer support executive

  Key Responsibilities:● Supported customers with troubleshooting technical issues related to Broadband Services and providing efficient solutions.

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  Voxtron middle east

  Feb 2012 - Dec 2012

  Systems engineer

  During my tenure at Voxtron in the UAE as a Systems Engineer, my primary responsibilities revolved around the effective management and maintenance of telecommunications and contact center technology within the enterprise. I provided comprehensive technical support, including troubleshooting hardware, software, network, and telephony issues, while also conducting user acceptance testing, onboarding, and training for system updates and modifications.Key Responsibilities:● Maintained and managed telecommunications and contact center technology in the enterprise environment.● Offered technical support for technical requests, contingency planning, and project execution of Voxtron systems.● Provided Tier II support during system outages, troubleshoot hardware, software, network, and telephony issues.● Conducted user acceptance testing , onboarding and training for all modified and new systems to end-users.● Assisted in pre-sales activities by participating in customer meetings, conducting product demonstrations, and addressing technical queries to support the sales team. Show less

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  Vocalcom

  Dec 2012 - Mar 2018

  Network and system support engineer

  As a Network and System Support Engineer at Vocalcom UAE, I made significant contributions in designing and maintaining Contact Center platforms that addressed various services, including IVR, Social Media integration, Workforce Management, and Speech Recognition. I leveraged my expertise to configure Outbound Campaigns using a variety of dialing modes like preview, progressive, predictive, and call robot, enabling proactive customer engagement and driving tangible business outcomes.Key Responsibilities:● Designed, implemented, and maintained Contact Center platforms supporting a wide range of services and solutions, including IVR, Social Media integration, Workforce Management, and Speech Recognition.● Designed and configured Outbound Campaigns utilizing various dialing modes, including preview, progressive, predictive, and call robot, to drive proactive customer engagement and achieve business objectives.● Provided level 2 technical support on system down emergencies and consultation throughout the planning, design, engineering, and maintenance stages of onsite and remote go-live and upgrade processes.● Developed and updated process documentation to enhance the Contact Center knowledge base, ensuring effective and standardized practices.● Conducted training sessions, workshops, and consultations for customers and regional partners, enabling them to maximize their utilization and optimize Contact Center solutions. Show less

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  Emirates

  Apr 2018 - Aug 2020

  Information technology senior support engineer

  As an Information Technology Senior Support Engineer at Emirates Airline, I successfully provided on-site support, collaborated with cross-functional IT teams, and ensured effective IT asset management. I consistently met service level agreements, resolved incidents and problems, and played a crucial role in maintaining the smooth operation of network infrastructure and services throughout my tenure.Key Responsibilities:● Delivered on-site support, ensuring adherence to service level agreements for incident management and service requests under the guidance of the Incident Manager.● Collaborated with cross-functional IT departments such as Digital Workplace, IT Service Management, CSOC, and Network Engineering to efficiently resolve incidents and challenges related to deployed hardware and applications.● Provided hardware support to the Data Center support team and vendor staff, promptly addressing incidents affecting network and infrastructure services.● Proactively conducted regular maintenance of peripheral devices to prevent incidents and minimize any impact on customers.● Ensured effective management and control of assets through the implementation of established IT asset management procedures. Show less

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  Vocalcom

  Aug 2020 - Oct 2021

  Senior services and support engineer

  As a Senior Services and Support Engineer covering the Middle East region at Vocalcom UAE, I successfully implemented Cloud enabled Contact Center Solutions, leveraging Vocalcom Hermes.Net V5 and Salesforce Edition to deliver robust contact center omni-channel capabilities. I provided second-line support, conducted training sessions, and actively participated in regional partner training programs, enhancing organizational expertise. By prioritizing system reliability and continuous improvement, I played a pivotal role in delivering exceptional contact center solutions across the region, contributing to the growth of the Vocalcom ecosystem and empowering businesses with comprehensive customer engagement capabilities.Key Responsibilities:● Implemented Contact Center Solutions, both On-Premises and Cloud-based, with a strong focus on omnichannel capabilities such as Web Messaging, Co-Browsing, and Social Media channels (Facebook, Twitter, Instagram) to provide comprehensive customer engagement.● Delivered comprehensive training sessions for deployed contact center solutions, providing expertise and guidance to end-users.● Analyzed system logs to troubleshoot 3rd line support tickets, collaborating with the Dev/R&D teams for bug fixes and patch deployment, ensuring prompt resolution of complex technical issues.● Played a key role in functional analysis, conducting thorough assessments of IVR and CTI specifications, while producing technical documents and providing feasibility and effort estimates.● Provided extensive support to the Solutions Engineering Team by actively participating in trial deployments, POCs, and effectively fulfilling RFI, RFQ, and RFP requirements.● Collaborated with Sales, Customer Success, Support, and Product Management to communicate technology plans, timelines, and dependencies, and support technology-based developments. Show less

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  Lightspeed commerce

  Oct 2021 - now

  As Team Lead, Voice & Network Services, I lead two specialised teams responsible for the management of Enterprise Network and Contact Center Technology Infrastructure. Reporting directly to the Head of Information Technology, I focus on empowering teams, leading innovation efforts, and collaborating with stakeholders to deliver optimised solutions that enhance customer and employee experiences, supporting global operations and business success.Key Focus Areas:● Lead international teams managing Enterprise Network and Contact Center Technology Infrastructure in a follow-the-sun support operating model, ensuring high availability, operational efficiency, and continuous improvement aligned with ITIL framework, focusing on Incident, Problem, and Change Management for business-critical services.● Develop fiscal year roadmaps, manage CAPEX/OPEX budgets, and evaluate emerging technologies that drive contact center solutions and network infrastructure optimisation and business growth.● Support Project and Product Management teams with resource allocation, risk management, requirement gathering, and translating business needs into technically viable solutions.● Drive team development through mentoring, tailored training programs, organising team-building events, technology conferences, and establishing clear career progression paths.● Managing relationships with Cloud Service Providers and Managed Service Providers through quarterly business reviews, monthly check-ins, license renewals, and supporting IT procurement activities.● Collaborate with stakeholders to align technology strategies with organisational goals, optimising network infrastructure, improving customer experience, and supporting both employee and business success.● Empower the Service Desk by ensuring ITIL best practices in Knowledge Management, creating and maintaining network and voice knowledge base articles, and developing workflows to enable faster resolutions and reduce escalations. Show less As a Team Lead, Voice and Data at Lightspeed Commerce, I hold a dual role as both the Lead of global Voice & Data team across NOAM and APAC regions and a hands-on Voice & Data Specialist for the EMEA region. My primary responsibilities include shaping organisation telephony strategy, driving innovation, and ensuring smooth contact center operations to facilitate business growth and operational efficiency. I am accountable for vendor and technology management, leading the team, and supporting the PMO function in managing CCaaS projects.Essential Job Functions:● Develop and implement fiscal year roadmap for contact center initiatives, inclusive of CAPEX and OPEX considerations, in alignment with organisational goals.● Lead stakeholders conversation around Customer Experience and provide insights on leveraging Genesys Cloud capabilities to improve customer journey mapping.● Support Product Manager in converting the business requirements and features into technically viable customer interaction solutions.● Design and architect multi-site and multi-carrier scalable contact center solutions using Genesys Cloud within complex enterprise environment.● Mentor team in providing 3rd line support in resolving major incidents and recurring problems while ensuring minimal disruption in agent experience.● Design a career progression framework for the team, outlining roles, growth paths, and implementing performance benchmarks and training programs for each role.● Collaborate with People & Culture to identify staffing needs and lead the recruitment process for Voice and Data specialists.● Support PMO in risk management, quality assurance and stakeholder communication of Genesys Cloud projects, alongside post project evaluations to enhance architectural improvements in future projects.● Manage vendor relationship , ensuring SLA and OLA compliance, while overseeing quarterly check-ins, licenses, contract renewals, and supporting IT procurement activities. Show less As a Senior Voice and Data Specialist at Lightspeed Commerce, I contributed to the post merger integration of acquired contact center systems, leveraging my expertise in CCaaS infrastructure design and Genesys Cloud implementation. By seamlessly migrating acquired contact center systems into Genesys Cloud and enhancing operational efficiency, I played a pivotal role in driving the success of organisation unified contact center operations.Key Responsibilities:● Designed and implemented telephony system with a focus on leveraging Genesys Cloud, for large-scale projects that enhance contact center technology infrastructure and facilitate seamless Post Merger IT integration for the acquired contact center systems such as Amazon Connect, Vonage, Aircall, Fuze and more.● Collaborated with stakeholders from various organisational domains and geographic locations to facilitate checkpoint meetings on upcoming projects, offer pre-intake consultancy, and deliver comprehensive briefings on operational major incidents and outages for the contact center.● Build proof of concept projects on a staging platform to validate and test telephony architecture and solutions.● Created IVR call flows and VoIP architecture documents, aligning with business requirements and vendor integrations, including diagrams, configurations, and integration specifications for post release support.● Contributed expertise in the formulation of call routing strategies, with an emphasis on effective implementation in multi-carrier SIP environments.● Developed and maintained a comprehensive knowledge base, encompassing the creation of essential resources such as a post-merger integration playbook, go-live runbook, and standard operating procedures.● Collaborated with IT Leadership to support the creation of a candidate screening document, conduct interviews, and develop an onboarding plan that integrates distinct 30-day, 60-day, and 90-day benchmarks for incoming Voice and Data Specialists. Show less As a skilled Voice and Data Specialist at Lightspeed Commerce, I excelled in integrating contact center systems during Mergers and Acquisitions. By assessing system requirements, implementing omni-channel solutions on the Genesys Cloud platform, and configuring integrations with Salesforce and Zendesk, I played a crucial role in ensuring smooth operations and delivering exceptional customer experiences. Key Responsibilities:● Successfully completed the integration of contact center systems during Mergers and Acquisitions, ensuring a seamless transition.● Collaboratively worked with customer experience leaders to identify and assess requirements for enhancing the system, aligning with their specific needs and goals.● Assessed system requirements and implemented omni-channel solutions on the Genesys Cloud platform for enhanced contact center operations.● Designed and implemented Genesys Cloud IVR call flows, skills, queue routing(Standard, Bullseye, Preferred Agent), and role-based permissions to optimize contact center operations and ensure seamless customer interactions.● Configured integrations with Salesforce and Zendesk, optimizing workflow efficiency and customer experiences.● Strengthened Genesys Cloud capabilities by implementing webhooks, web services, data actions, and AppFoundry integrations, driving operational excellence and seamless integration across the organization.● Collaborated with VoIP providers to facilitate local and toll-free DID porting and BYOC Cloud SIP trunk integrations.● Delivered Level 3 support for multi-media contact center platforms, including Genesys Cloud, Amazon Connect, 8x8, Aircall, Fuze, Twilio, and Vonage, maintaining continuous operational stability by promptly resolving incidents and problems.● Actively contributed to building a comprehensive knowledge base and conducted training sessions on VoIP architecture and contact center deployments, empowering the team with valuable insights. 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  • Manager, Voice & Network Services

    Jul 2025 - now

  • Team Lead, Voice and Network Services

    Jan 2025 - Jun 2025

  • Team Lead, Voice and Data

    Sept 2023 - Jan 2025

  • Senior Voice and Data Specialist

    Aug 2022 - Sept 2023

  • Voice and Data Specialist

    Oct 2021 - Jul 2022