Experience

data2cloud

• Oman
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Managed Service Engineer

  • Nov 2019 - Present

  • Performing Live Demos and Presentation • Managing Multichannel Contact Center “Fax, Chat, Emil, Call & Social Media” • Multisite Contact Center with Advanced IVR • Systems Administration of Internal Company and System Network. • Dialer System "Productive and Agentless". • DR Genesys System • Support and Consultant Muscat Contact center services • Performing Live Demos and Presentation • Managing Multichannel Contact Center “Fax, Chat, Emil, Call & Social Media” • Multisite Contact Center with Advanced IVR • Systems Administration of Internal Company and System Network. • Dialer System "Productive and Agentless". • DR Genesys System • Support and Consultant Muscat Contact center services



Vocalcom

• France
• Software Development
• 100 - 200 Employee

• system and services Engineer

  • Sep 2019 - Nov 2019



Fourth Dimension Systems Company

• Saudi Arabia
• IT Services and IT Consulting
• 100 - 200 Employee

• Senior Technical Support Engineer "CIC Contact Center System Engineer"

  • Aug 2015 - Aug 2019

  • Certifications :Interaction Dialer Certified Engineer (IDCE), Configuring Call Flows, Administering the CIC System, IC System Configuration and Support, and PureCloud Core Learning Plan.• Excellent experience in ACD routing, IVR, CRM, Recording, Reporting "SAP crystal report"​.• Installation (Preparation of environment, Hardware & Software Requirements).• Configuration and Customization of system components.• Screen Recording and statistics dashboard.• Interaction Attendant (IVR Tree, Profile, Schedule, and Menu).• Interaction Analyzer (Speech Analysis).• Support of Call Center.• Training on how to use the system.• Adding agents and authorizations • Supervise the call-center agents.• Installation, configuration.• Dialer System "Productive and Agentless"​.• Systems Administration of Internal Company and System Network.• Configuring IP Telephony (VOIP) to interact with CIC server.• integration with Cisco Call Manager and also with Avaya PBX.• Performing Live Demos and Presentation• Worked and support clients such as: - Federal Authority For Government Resources (Dubai) - Dubai smart Government DSG (Dubai) - GCC (kuwait) - Sheikh Khalifa Speciality Hospital SKSH (Ras AlKaima). - Ministry of Finance MOF (Abu Dhabi and Dubai). - Ministry of Water and environment MOW (Dubai and Alfujara). - Community Development Authority CDA "Dubai" - Minister of Foreign affairs and international cooperation MOFA (Abu Dhabi and Alfujara). - Federal Tax Authority FTA (Dubai and Abu Dhabi). Show less

• Technical Engineer

  • Jul 2013 - Aug 2015

  Technical support engineer on Contact Center and PBX with IP Telephony’ • Excellent experience in ACD routing, IVR, CRM, Recording• Installation (Preparation of environment, Hardware & Software Requirements)• Configuration and Customization of system components.• Interaction Attendant (IVR Tree, Profile, Schedule, and Menu)• Interaction Analyzer (Speech Analysis)• Support of Call Center. • Training on how to use the system • Adding agents and authorizations • Supervise the call-center agents• Installation, configuration• Systems Administration of Internal Company and System Network• Configuring IP Telephony (VOIP) to interact with CIC server.• integration with Cisco Call Manager and also with Avaya PBX.• Performing Live Demos and Presentation• Worked and implemented projects with high-profile clients such as: - Ministry of Water( Jordan) - Al-khayyat group (Jordan) Show less