Sr. Supervisor, Voice Development
Mobinil
Total years of experience :17 years, 2 Months
- Project Management for Mobinil and Link Dot Net Call Center.
- Deliver End-to-End projects involving virtual teams, resources & budget by ensuring a proper follow-up, reporting & meeting required deliverables for Mobinil call center.
- Act as a SPOC for cross-functional teams (business or technical) within the same project.
- Design, plan & follow up different project tasks, user/system acceptance & testing.
- Manage project’s risks & set all required contingencies.
- Responsible for monitoring the daily progress of the voice development activities, planning and engineering of all corporate voice network projects.
- Provide the proper design and planning for implementation of all new voice/video/call center projects and requirements.
- Provide End to End Design for all voice systems in terms of configuration, distribution, dial plans, ..etc
- Serve corporate Voice Network and Call Center capacity and quality objectives; with a direct impact on CAPEX.
- Ensure smooth integration of call centers, corporate voice and video solutions of Mobinil and Link Dot Net
- Ensure a smooth performance of voice service for different types of equipment and technologies like Cisco, Avaya through voice services dimensions.
- Assist in achieving Operational KPIs by performing the appropriate design (design targets in terms of quality and availability, redundancy, protection) .
- Respond to call center daily requirements that fulfil their needs to provide the best quality of service to Mobinil and Link Dot Net customers.
- Ensure call center high availability by implementing full redundant design.
- Design and implement Disaster recovery solution for Mobinil call center to avoid any possible outage.
- Specify the appropriate solution(s) to fulfill Call Center & IP telephony expansions.
- Report progress of projects and initiatives to upper management.
-Install, configure and operate Avaya Unified Communications products.
-Develop and implement the technical architecture and physical design of the network.
-Analyze existing voice and data networks and recommend solutions.
-Install and configure voice gateways as part of the IP telephony system
-Implementing test plans, migration plans and delivery plans
-Prepare design documents and presentations. Clearly describe the design including rationale for decisions and implications of decisions
-Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems
-Assist with day to day Operations duties within Mobinil Voice Network duties
-Work as a member within Mobinil’s network assisting in tasks requested by Management.
-Day to day planning tasks
Plans and designs national wide Hosted and Managed services provided as Value Added Service over network connectivity. Voice, Video, Collaboration, IP Surveillance and Digital Signage services design and implementation contribution through: \n Work with marketing and business units in gathering requirements and working on services strategic planning on an annual / quarterly basis. \n Solution testing, product research and software evaluation \n Planning for all the Multimedia services \n Plan for the required capacity upgrade to all managed services. \n Develop and testing for new devices of the VoIP and Managed service \n Handling the customers and vendors problems as Layer 3 support in and out Egypt. \n Propose new solutions to optimize service resources usage. \n Design, develop and use Operations Policies for smooth operation. \n Improve maintenance planning and documentation. \n Communicate with vendors for up to date products. \n Implementation and operation for Cisco IP surveillance. \n Design of managed IP Surveillance using Milestone back end system. \n Design of managed Digital Signage using SCALA cloud based solution. \n Design for SME unified communication using Avaya IP Office. \n Design for the Managed Video conference service. \n Support the operations team during the transition into production. \n Work with customer and partner sales and technical teams to prospect and develop the new products sales, design, installation, and support opportunities. \n Responsibility for participating projects to develop and recommend scalable solutions for Contact Centers & Telecom services
Job duties include:-
-Design Avaya enterprise voice solutions and Extreme data network.
- Working as a second level support for all voice systems mentioned below.
- Creates diagrams & records designating and referencing all telecommunication cables with their respective locations.
- Monitor sizing, upgrades and assure performance of all telecommunications systems.
-Maintain a working knowledge of Telecommunication products and services and stay updated with new technology trends and determines the ones suitable for adoption.
-Performs equipment repairs.
-Function as an off hours point of contact in case of unplanned events.
-Technical business development assistance to the sales organization through upstream technical contact with the customer including product presentations, workshops, Meetings, equipment test & evaluation and equipment demonstrations.
-Preparation of technical documentation and scope of solutions.
-Consulting on the introduction of new features in the network for network planning or Network evolution.
-Manage troubleshooting of systems faultiness before escalating to the vendor.
-Administrate voice systems and related application servers.
- Design optimized solutions that will minimize network cost while ensuring best quality at best operating performance.
Administrating and troubleshooting the following systems:
Avaya PBX, ACD and CM 5.2.1
S8300 / S87XX / S8800 Media Servers.
G430/G650/G450 Media Gateway.
Avaya CMS.
Milestone IP surveillance.
Avaya Meeting Exchange MX.
Avaya Intuity Audix voice mail.
Avaya Witness (CSCM 7.7 and 7.8).
Avaya Enablement service (AES 4, 5 and 6)
Call Accounting System.
Cisco Call Manager.
Monitoring server.
Teaching and grading of several courses for under graduate students of 3rd and 4th years in Electrical Engineering Department. \n \n Teaching Courses: \n Network labs. \n Mobile Communication Systems . \n Digital communication and coding. \n VHDL with a complete project using VHDL . \n Computer science. \n Electronic instrumentation and measurements.. \n Communication labs. \n Electronics IV. \n Microprocessor and assembly language (MP 8085). \n Logic gates. \n C programing. \n Advanced Digital Design using VHDL.
Doctor of Philosophy (PhD) Candidate, Communication Network