Youssef Elshami

TelecomTechnical Lead at Cloud Solutions

• Saudi Arabia - Jeddah
• My current job since March 2022

UC & Avaya Consultant at Hoshan Group

• Saudi Arabia - Jeddah
• November 2019 to March 2022

Technical Consultant for KFSH (King Faisal Specialist Hospital) for Unified Communication Solutions,
based on Latest Sophisticated Technology for Avaya Solutions.
Responsible of all KFSH Branches in West Area in KSA (Jeddah - AL Madinah) related to Unified
Communication Projects.

Technical Manager at Last Vision

• Saudi Arabia - Riyadh
• September 2018 to November 2019

Technical Lead for Avaya Enterprise Solutions

Avaya Voice Service Team Leader at Summit Technology Solution

• Egypt - Cairo
• January 2014 to September 2018

• Act as Technical PM for Avaya Contact Center Projects
• Lead Team to Prepare SOW, Implementation Plans and UAT Documents for Contact Center Projects
• Share in Avaya Contact Center Design and RFPs
• Follow up with Team members to new customer request and proposals
• Implement and support IVR and Recording &Quality Monitoring systems based on Avaya Technology and other PBX Technology
• Implement, Support and troubleshooting experience with Avaya equipment including but not limited to:
 ACR & WFO Releases Applications
 IVR Application ( Avaya Voice Portal, Experience Portal)
 Avaya Contact Center Applications (CM, AES, CMS, AIC, ACR, QM, EP…)

Avaya Voice Senior Customer Support Engineer at Summit Technology Solutions

• Egypt - Cairo
• January 2011 to January 2014

• Prepare SOW, Implementation Plans and UAT Documents for IVR and Recording & Quality Projects
• System Analyst for Banking IVR Systems ( Call Follow and Call Tree ) and Consultant for Integration with Back End Systems ( Core Bank ( Account systems ), Essentis (Card Systems) )
• Implement and support IVR and Recording &Quality Monitoring systems based on Avaya Technology and other PBX Technology
• Implement, Support and troubleshooting experience with Avaya equipment including but not limited to:
 ACR & WFO Releases Applications
 IVR Application ( Avaya Voice Portal, Experience Portal)
 Avaya Contact Center Applications (CM, AES, CMS, AIC, ACR, QM, EP…)

Avaya Customer Support Field Engineer at SUMMIT Technology Solutions STS

• Egypt - Cairo
• June 2008 to January 2011

Implement, Support and troubleshooting experience with Avaya equipment including but not limited to:
- ACR & WFO Releases Applications
- IVR Application ( Avaya Voice Portal, Experience Portal)
- Avaya Contact Center Applications (CM, AES, CMS, AIC, ACR, QM, EP…)
- G-series cabinets
- IP deployments of Avaya Communication manager 2.0 or greater
- S8xxx series servers
- CMS, IA and Symon
- ECAS (Call-Accounting System)
- VDN (Vector Directed Number)
- Vector Programming
- Hunt Groups, Skill Based Routing,
- Telephone system Dial-Plan and Type of Extension Systems

Senior Software Engineer at IDX CORP. (Information DynamicX Corporation)

• Egypt - Cairo
• January 2007 to June 2008

- Lead Team of Telephony Contact Center Application - Recording Applications -
Design and Develop Multithreading Recording Systems and CTI Applications
For Varies Types of PBX (Analog & Digital PBXs).And many PBX Vendors (AVAYA, NORTEL, PANASONIC, and ALCATEL)

Software Engineer at IDX CORP. (Information DynamicX Corporation)

• Egypt - Cairo
• September 2004 to January 2007

Develop Desktop Telecommunication Applications for Contact Center
Using Language C, C++, VB and C#. Especially (C\C++) and experience in Microsoft Visual Studio 6, Microsoft Visual Studio .NET 2005.