حمدي شبل

• Designed and delivered complex Contact Center and UC solutions built on Cisco UCCE, CUCM, CVP, and CUBE architectures, ensuring seamless CX functionality across on-prem and hybrid cloud environments.

• Implemented and optimized large-scale voice and CX infrastructures, including capacity planning, SIP/VoIP design, CUBE load balancing, media routing, and resource optimization.

• Delivered customer onboarding and hybrid collaboration solutions through Webex Control Hub and multi-vendor UC platforms, enabling smooth enterprise adoption.

• Implemented and supported Verint WFO including call recording, screen capture, QM, and AQM, with seamless integration into enterprise contact center ecosystems.

• Integrated Cisco Contact Center with third-party CRMs, reporting platforms, outbound engines, and analytics systems using REST APIs and custom workflows to enhance CX capabilities.

• Performed advanced troubleshooting across voice, networking, servers, SIP/SBCs, and cloud components, while delivering HA/DR designs, site assessments, and comprehensive onboarding documentation (HLDs, LLDs, call flows, runbooks).

• Designed reports and dashboards for business insights, enabling customers to visualize KPIs, improve operational decisions, and enhance contact center performance.

Projects & Achievements
 Led UCCE 12.6 upgrade supporting 1, 500 agents.
 Delivered CUCM 12 to 15 migration with IM&P and Expressway (MRA) upgrade.
 Integrated SSO with UCCE for secure, seamless user access.
 Implemented Mobile Agent with media forking for business continuity.
 Developed and deployed outbound campaigns and third-party reporting integration.
 Delivered full Verint WFO suite: call recording, screen capture, QM, and AQM.

*Operate and Support Avaya Contact Center and Cisco Collaboration systems.
* Integrate UCCE with 3rd party applications and Develop Call flow based on business needs
*Enhance system performance and utilization as well as ensuring enough operational capacity for the running systems and services.
*Support critical problems and escalation to higher management in case business is affected.
*Support Chairman, CEO and Board Audio and Video systems.
*Help the PBX engineering team in running the daily operations of all telephony systems and services in the call center and the enterprise branches serving as a support function.

**Projects**
*Upgrade Avaya CM 5.2.1 to CM 6.3
*Install Avaya Session and System Manager 6.3
*Install and Support Cisco Web Conferencing system.

*Implement and Support Cisco UCCE and CUCM at customer sites.
*Gathering and Analyze customer requirements and translate into a detail design.
*Generate working configurations and deliver successful deployments within their deadline
*Deploy multiple projects simultaneously with full ownership on all engineering tasks ranging from requirement analysis to customer sign off
*Support Tier2 Service Edge (problems, incidence, availability, change) management.
*Design and deliver HLD, LLD and UAT for all projects.

**Projects **
*Install UCCX and CUCM to National Bank of Abu Dhabi.
*Install UCCE and CUCM for Mobily Hosted Call Center at ECCO site.

• Implement and Support Avaya Contact Center and Cisco collaboration system
◦ Support Avaya Contact Center and Cisco collaboration systems,
ensuring seamless operations.
◦ Managed vendor relationships and evaluated new technologies for
business needs.
◦ Integrate Avaya solutions with Cisco and other systems to enhance
contact center performance.
◦ Train new staff and develop staff to maximize potential.
◦ Implement and support Telecom Egypt SBC with International
gateways.
◦ Implement and support Cisco IP surveillance.

• Implement and Support Avaya Contact Center and Cisco collaboration system
◦ Managed Cisco collaboration and Avaya contact center systems,
ensuring high availability.
◦ Provided regular performance reports and supported critical incident
resolution.

• Have Cisco Academy training in Arab Academy for Science and Technology CCNP & implementing VOIP over MPLS track (Real Practice in Cisco Academy labs to managing & troubleshooting multiple series of Cisco Routers & Switches - WAN technologies, Routing protocols, VLAN design, implementation and troubleshooting -CVOICE and QOS).

• Soft Skills such as Communication, Team Building, Presentation, Sales and Marketing planning, report writing, problem solving, decision making.

Job description:
• Administrator Active directory with windows sever 2000.
• Create users account and assign them with their accurate level on the network domain and troubleshoot users complaints.