Mohamad Bayaa

• Drive product development for CPaaS and omnichannel solutions across messaging, voice, and social
channels.
• Define roadmap, prioritize features, and ensure alignment with market needs and business goals.
• Collaborate with technical and support teams to deliver scalable, customer-focused solutions.
• Monitor product performance and user feedback to guide improvements.

• Managed daily SMS gateway operations, resolving 90% of critical alerts within SLA and utilizing tools
like Wireshark, Pcap traces, and SQL to investigate and troubleshoot SMS delivery failures across
global routes.
• Managed HTTP API integrations with clients and vendors, utilizing Postman, Webhooks, and tailored
configurations to ensure smooth and error-free system connectivity.
• Delivered continuous mentorship and technical guidance to engineering team members, fostering a
collaborative environment through knowledge sharing, issue resolution support, and consistent
performance oversight.
• Oversaw regular platform cost updates and managed pricing-related dispute cases, achieving a 20%
reduction in resolution time through process improvements and collaboration with finance and
operations teams.