Seif Hawamdeh

• Collaborated with sales and product teams to design tailored conversational AI solutions for
customers, resulting in enhanced customer satisfaction and retention.
• Handled the full pre-sales cycle including collecting requirements, conducting demos,
responding to RFPs and RFIs and building proposals and SOWs.
• Conducted market and competitive analysis to refine sales strategy and highlight key
differentiators.
• Developed ROI models for revenue generation and cost savings opportunities and
collaborated with customers to customize models based on their requirements and vision.

Key Responsibilities:
- Managing all network and Avaya projects in the company, as a project manager.
- Acting as an Avaya Professional Services engineer and consultant.
- Implementing projects under Avaya Umbrella, as a subcontractor.
- Received an Avaya Email Account and having full access to website resources, training, and labs.
- Supervise all technical department members to ensure their compliance with their responsibilities and review their reports.
- Manage Department members’ daily tasks and provide the second line of support.
- Communicate with all customers to ensure their satisfaction and enforce company performance standards.
- Present periodic reports to company to evaluate performance and projects status.
- Develop policies, procedures and department KPIs and ensure adherence to them.
- Work on mega projects implementations and advanced system features.
- Provide consultancy services to the technical team members.
- Develop training agendas for team members and conducting/arranging training sessions.
- Responsible for interviewing and hiring new team members.

• Spearheaded the PMO office in delivering projects in compliance with ISO 9001 standards.
• Collaborated with the pre-sales team on validating new contact center designs and
compliance documents and building POCs for potential and existing clients.
• Offered consultations to customers in the onboarding, innovation and integration of contact
center platforms and designed and built BRD and FRD documents reflecting business needs.

• Managed a 20+ members cross-functional technical team and directed their tasks,
schedules, hiring and training.
• Served as the SPOC for customer technical consultations, led Avaya projects as a contractor
for the vendor, and handled the execution of several critical projects for VIP clients.
• Managed projects and maintenance contracts, completing enterprise projects at least 25%
faster than original timelines while ensuring deliverables meet quality and compliance.
• Collaborated with pre-sales teams to fill compliance sheets and review designs for network,
contact center, and virtualization projects, and developed scopes of work for professional
services and calculated pricing efforts.
• Provided consultancy for technical teams and clients on products and solutions
• Utilized Office 365 platform to automate internal and external processes servicing customers
and team members.

Key Responsibilities:
- Supervise all technical department members to ensure their compliance with their responsibilities and review their reports.
- Manage Department members’ daily tasks and provide the second line of support.
- Communicate with all customers to ensure their satisfaction and enforce company performance standards.
- Present periodic reports to company to evaluate performance and projects status.
- Develop policies, procedures and department KPIs and ensure adherence to them.
- Work on mega projects implementations and advanced system features.
- Provide consultancy services to the technical team members.
- Develop training agendas for team members and conducting/arranging training sessions.
- Responsible for interviewing and hiring new team members.

Key Responsibilities:
- Implement Avaya projects and deliver business requirements and features.
- Prepare projects prerequisites checklist and follow up with the customers.
- Provide onsite and remote support for Avaya customers and ensure customer satisfaction.
- Provide professional services for existing solutions.
- Supervise junior engineers and other team members during system installation.
- Prepare system documentation, training and handover forms.

• Deployed and configured network, IPT, and contact center solutions in on-premises and
cloud environments, specializing in Avaya, Verint, Aruba, HP, and Cisco technologies.
• Prepared project documentation and reports and conducted customer training sessions.
• Supervised junior engineers and implemented security features for publicly published
services.
• Implemented security related features for publicly published services, including encryption,
DDoS prevention, and topology hiding.

Key Responsibilities:
- Work on network and telephony project on both task oriented and project orient basis.
- Handle network accounts and provide remote and onsite support.
- Provide maintenance visits for SLA customers and reporting back to management.
- Provide network consultancy services to telephony team members.

• Installed, configured, and maintained IPT, Contact Center, and Network solutions.
• Troubleshot technical issues to ensure seamless operations and optimal performance of
telecommunications systems.
• Collaborated with cross-functional teams to implement innovative solutions and improve
customer satisfaction through efficient support services.