Senior Collaboration Engineer
malomatia
Total years of experience :17 years, 2 Months
Responsibilities
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Design Consultation / Implementation:
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Transferring customer requirements into a solution.
Verifying and recommend of the appropriate HW/SW for customers.
Defining the road-map of collaboration solutions.
Develop ICM & CVP Call Studio scripting.
Design and implement Video Collaboration solutions.
Gauge the effectiveness, reliability, and performance of existing systems IPT/IPCC/Video Collaboration, developing and implementing strategies to improve the overall user experience.
Identifying out-of-date hardware and coordinate its replacement.
Operation Managements:
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Design monitoring solutions for large scale corporate.
Ownership over escalations and the sensitization of ticketing queues.
Providing analysis and technical solutions to a variety of problems that are routinely encountered using a data-driven approach.
Project Managements:
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Preparing action plan documents to perform collaboration major activities such as upgrade or adding new services.
Developing project execution procedure and plans for IPCC/IPT projects.
Technical Team-Lead: Motivate and develop the engineering team
Achievements
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Enroll Qatar Primary Health entity to the CC that double the revenue.
Re-organize the government data center to meet TIER 3 data centers.
Design the Ministry Of Justice Video Collaboration solution and successfully integrate this solution with TTS applications to meet the court requirements.
Worked with Government Digital Society PMO for executing Hour of Code & Cyber Safety awareness projects.
Worked on quality assurance of implementing & executing ISO9001 with the PMO at the Ministry of Transport & Communications.
Responsibilities
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Focus on VIP voice customers LLD and Orange Voice Backbone Network (CEs, VGs, PEs, GK, Neo Soft switches, Media Gateways).
Hands on experience with different types of signalling protocols (H323, MGCP, SIP, RTP)
Perform changes and release management activities on Collaboration VOIP and Video platforms.
Analyse & contribute end to end VOIP & Video incidents solution 24x7 across all underlying infrastructure/ technologies & to perform complex Move Add Delete (MAC) for Collaboration Solutions in order to solve VOIP & Video related incidents/requests.
Work closely with engineers, Vendors and Service Providers to adequately test and resolve hardware/software issues.
Approving Low Level Design for IPT customers from operational perspective.
Act as an escalation point for the implementation and support teams.
Design and implement the missing system configuration.
Perform fault troubleshooting, identification and resolution for voice faults, on different platforms and surroundings.
Achievements
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Successfully add the Contact Center support as new service under VOC team responsibilities.
Train many IPT candidates to support UCCE & UCCX solutions and monitor their performance to fit VIP customer profiles.
Responsibilities
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Instrumental in the installation, configuration, implementation, programming, troubleshooting, maintenance and upgrade of Cisco Contact Center components.
Provided technical support to clients for all issues pertaining to Cisco voice VOIP equipment and contact center applications including voice mail systems, recording systems, administration systems, Video Collaboration, and its call centre applications.Interacted with clients, resolved their issues utilizing IST trouble ticket system (Service Edge) thereby achieving customer satisfaction as per the Service Level Agreements.
Performed root cause analysis for service interruption recovery, executed preventive measures, ensured updates and maintenance are performed on current systems to keep up with changing organizational needs.
Acting as an escalation point in facilitating issues resolution.
Provided second line of support for the voice systems while handling administration and monitoring as Resident Engineer for many major customer sites such as Egypt Air, ICT Qatar, Ecco CC.
Achievements
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Lead VOIP Support team and successfully increase customer satisfaction.
Responsibilities
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Assuming responsibility for strategic development and overall activities of entire Voice Network as well as installing, troubleshooting and maintaining telecommunications equipment and services.
Handled a gamut of site activities including planning and budgeting as well as presenting the full system to customer including site training.
Performed network diagnostics including analysis of network efficiency, server security, And routing traffic using various tools and executed appropriate corrective actions.
Provided technical support to clients for all issues pertaining to Nortel voice/VOIP equipment and its applications including voice mail systems, recording systems, administration systems and its call centre applications.
Interacted with clients, resolved their issues utilizing trouble ticket system (Remedy) thereby achieving customer satisfaction as per the Service Level Agreements.
Ensured that the installed network is fully operational and appropriately integrated for access with other systems.
Designed, implemented and researched support tools and associated documentation to enhance day to day system performance.
Achievements
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Implement 25 projects from scratch such as Barclays Bank, Future University, Vodafone UK CC, Toyota, ...etc.
Increase customer satisfaction for our team.
Provided second line of support for the voice systems while handling administration and monitoring as Resident Engineer for the Vodafone, Orange, Ecco without losing customer satisfaction.