Telephony System Director
Crystel
Total years of experience :24 years, 1 Months
Conduct performance reviews, identify and evaluate state-of-the-art technologies to align the telephony departments’ strategies with the company objectives.
• Implementing, managing, administrating and supporting all telephony infrastructure, technologies and methodologies, implemented at the company to manage the large volumes of work.
• Managing successfully the implementation process and the setup of Crystel contact center solution, to support business needs and to serve local and international clients.
• Working experience with deep knowledge and strong understanding of Contact Center Outsourcing industry which provides a full range of inbound and outbound services, consultancy and BPO to clients worldwide serving wide variety of industries.
• Consultation for contact center technologies, standards and guidelines design and build services and Customer Experience improvement.
• Developing and implementing the company’s outsourcing guidelines for running outsourced projects.
• Analyze projects’ requirements and prepare the telephony technical part for outsourcing proposals and design the technical outsourcing solution accordingly for wide variety of clients.
• Building successful start-ups and launching many of outsourced contact centers for various clients and managing successfully the implementation process and setup of such contact centers.
• Designing and introducing BOT contact center solution
• Create, design and develop related call flows, IVR self-service and agent desktop applications to handle thousands of calls daily for inbound and outbound services for various outsourced clients with different settings and business requirements for each client to satisfy their needs.
• Providing hardware and software support for contact center telephony systems, applications, resources and related technology components.
• Prepare migration plan to migrate Crystel’s on-premise contact center to cloud contact center.
Provide technical consultation in designing building contact center solutions mainly for Aspect telephony platforms and technologies along with the technical presentations and proposal writings.
• Get trained by Aspect Communications in USA for hardware installation, configuration and supporting Aspect call center components and application development.
• Managing successfully the implementation process and setup of Aspect call center solutions for weighted Saudi customers such as for:
o Saudi Aramco (one of the largest oil & gas supplier in the world).
o Saudi Electricity Company (SEC).
• Being a resident Aspect contact center consultant at Saudi Aramco for one year with full responsibility in managing, administrating and supporting all of Aspect telephony systems and applications and their related resources.
• Provide high quality post implementation consulting services for the implemented Aspect contact center solutions for several clients. This includes and not limited to the below:
o Technical support for various telephony systems and technologies.
o Create, design and develop Aspect voice call flows with skill based using several telephony designing tools and technologies.
o Create, design and develop several telephony applications with CTI capabilities to integrate with customer technologies.
o Support contact center operations requirements by preparing, configuring and customizing the required applications and tools.
o Create and develop certain technical documents, maintenance and disaster recovery procedures and user guides for the telephony systems and applications.
o Conduct training sessions for the end users
• Teaching the following courses for various studying levels:
o Electrical Circuits, Electronics Circuits, Communication systems and labs of communications, Digital Communications, Digital Electronics and Electrical Circuits.
• Teaching the following courses for various studying levels:
o Electrical Circuits, Electronics Circuits, Communication systems and labs of communications, Digital Communications, Digital Electronics and Electrical Circuits.
Full responsibility in managing, administrating, services developments and supporting the phone banking system:
o Managing and administrating the main core of the phone banking system, Syntellect IVR system.
o Managing the integration with the banks’ legacy and back offices systems.
o Working closely with the other bank’s divisions and other services delivery channels (Internet banking, ATM and visa card, Kiosk banking).
o Create, design, develop and manage plenty of automated phone bank services by developing several IVR applications that interact with the customers’ data, query databases and integrate with banking legacy.
o Visit Arab Bank Dubai Branch to implement the new developed IVR services as a part of enhancing the bank’s e-channels services.
o Provide hardware and software support to the Syntellect IVR system by managing, administrating and maintaining its resources and settings.
• Participate effectively in implementing new telephony technologies in the bank to improve and enhance the services provided and to be aligned with the bank’s business needs and future growth:
o Planning for building a new call center and banking solution:
Define the required call center standards, strategies, infrastructure and technologies and write the technical part of the RFP for the same.
Studying, analyzing and evaluating the proposed solutions from technical perspective.
Overseeing the implementation process and setup of the new call center solution and its related technologies(ACD and CTI features, Agent Desktop and CRM
o Working in enhancing the phone banking system by implementing new IVR system with advanced technologies:
Create, develop and implement migration plan to migrate the services and telephony resources from old system to the new one.
Managing the implementation of the new Periphonics IVR system and developing the corresponding services as per the migration plan.
• Develop applications in the AS400 system using RPG and CLP languages.
• Provide hardware and software support for PCs by installing operating systems, configuring, maintaining and troubleshooting the PCs and their peripherals
• Computer network administrating and trouble shooting