Mohammed Adel
Solution Architect - CRM & Contact Center at Pearl Technologies Ltd- Claim this Profile
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English Professional working proficiency
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Arabic Native or bilingual proficiency
Topline Score
Bio
LinkedIn User
Mohammed is a professional gem rare to find. His unique mix of deep technical skills, thorough business knowledge and can-do attitude makes him a great asset to any team. I had the pleasure of working alongside Mohammed in numerous key deals for strategic customers in Africa. His knowledge of complex Service Cloud solutions tailored-made to the customer like Voice (telephony) and his calm, friendly and approachable delivery makes all of his customer engagements and team projects a true success. Any team working with him will be lucky to have him onboard
Serden Eren
I worked with on multiple sales opportunities with Mohammed and was able to observe the value he brings to the customer engagements. He led many discoveries and PoV sessions with customers with his strong knowledge around customer experience. He was always able to create innovative solutions that met customer needs and business goals. He has also shown great ability to collaborate with cross-functional teams, stakeholders and external partners, building trust and rapport with his excellent communication skills. Mohammed's main strength comes from his adaptability to ever-changing conditions to solve ill-defined problems. His high adaptive intelligence and his strong communication skills make him suitable any role which requires taking bold initiatives and collaborating with large group of stakeholders.
LinkedIn User
Mohammed is a professional gem rare to find. His unique mix of deep technical skills, thorough business knowledge and can-do attitude makes him a great asset to any team. I had the pleasure of working alongside Mohammed in numerous key deals for strategic customers in Africa. His knowledge of complex Service Cloud solutions tailored-made to the customer like Voice (telephony) and his calm, friendly and approachable delivery makes all of his customer engagements and team projects a true success. Any team working with him will be lucky to have him onboard
Serden Eren
I worked with on multiple sales opportunities with Mohammed and was able to observe the value he brings to the customer engagements. He led many discoveries and PoV sessions with customers with his strong knowledge around customer experience. He was always able to create innovative solutions that met customer needs and business goals. He has also shown great ability to collaborate with cross-functional teams, stakeholders and external partners, building trust and rapport with his excellent communication skills. Mohammed's main strength comes from his adaptability to ever-changing conditions to solve ill-defined problems. His high adaptive intelligence and his strong communication skills make him suitable any role which requires taking bold initiatives and collaborating with large group of stakeholders.
LinkedIn User
Mohammed is a professional gem rare to find. His unique mix of deep technical skills, thorough business knowledge and can-do attitude makes him a great asset to any team. I had the pleasure of working alongside Mohammed in numerous key deals for strategic customers in Africa. His knowledge of complex Service Cloud solutions tailored-made to the customer like Voice (telephony) and his calm, friendly and approachable delivery makes all of his customer engagements and team projects a true success. Any team working with him will be lucky to have him onboard
Serden Eren
I worked with on multiple sales opportunities with Mohammed and was able to observe the value he brings to the customer engagements. He led many discoveries and PoV sessions with customers with his strong knowledge around customer experience. He was always able to create innovative solutions that met customer needs and business goals. He has also shown great ability to collaborate with cross-functional teams, stakeholders and external partners, building trust and rapport with his excellent communication skills. Mohammed's main strength comes from his adaptability to ever-changing conditions to solve ill-defined problems. His high adaptive intelligence and his strong communication skills make him suitable any role which requires taking bold initiatives and collaborating with large group of stakeholders.
LinkedIn User
Mohammed is a professional gem rare to find. His unique mix of deep technical skills, thorough business knowledge and can-do attitude makes him a great asset to any team. I had the pleasure of working alongside Mohammed in numerous key deals for strategic customers in Africa. His knowledge of complex Service Cloud solutions tailored-made to the customer like Voice (telephony) and his calm, friendly and approachable delivery makes all of his customer engagements and team projects a true success. Any team working with him will be lucky to have him onboard
Serden Eren
I worked with on multiple sales opportunities with Mohammed and was able to observe the value he brings to the customer engagements. He led many discoveries and PoV sessions with customers with his strong knowledge around customer experience. He was always able to create innovative solutions that met customer needs and business goals. He has also shown great ability to collaborate with cross-functional teams, stakeholders and external partners, building trust and rapport with his excellent communication skills. Mohammed's main strength comes from his adaptability to ever-changing conditions to solve ill-defined problems. His high adaptive intelligence and his strong communication skills make him suitable any role which requires taking bold initiatives and collaborating with large group of stakeholders.
Credentials
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Customer Experience Certificate Program
The George Washington University School of BusinessJun, 2021- Sep, 2024 -
Salesforce Certified Field Service Consultant
SalesforceDec, 2020- Sep, 2024 -
Salesforce Certified Experience Cloud Consultant
SalesforceSep, 2020- Sep, 2024 -
Salesforce Certified Service Cloud Consultant
SalesforceJul, 2020- Sep, 2024 -
Salesforce Certified Platform App Builder
SalesforceJun, 2020- Sep, 2024 -
Salesforce Certified Administrator
SalesforceMay, 2020- Sep, 2024 -
Genesys Certified Professional (GCP) - Info Mart 8 Consultant
GenesysNov, 2019- Sep, 2024 -
Genesys iWD 8 Solution Consultant (GCP8-IWD)
GenesysOct, 2018- Sep, 2024 -
Genesys Certified Presales 8 (Core Solutions)
GenesysJun, 2018- Sep, 2024 -
Project Management Professional (PMP)®
Project Management InstituteJun, 2018- Sep, 2024 -
Genesys Certified Associate (GCA) - PureCloud
GenesysMay, 2018- Sep, 2024 -
ICCE - Interaction Center Certified Engineer
GenesysApr, 2019- Sep, 2024 -
AWS Certified SysOps Administrator – Associate
Amazon Web Services (AWS)Feb, 2018- Sep, 2024 -
AWS Certified Developer – Associate
Amazon Web Services (AWS)Aug, 2017- Sep, 2024 -
Genesys eServices 8 Consultant (GCP8-ESV)
GenesysAug, 2017- Sep, 2024 -
Genesys Interaction Recording 8.5 Consultant
GenesysMar, 2017- Sep, 2024 -
AWS Certified Solutions Architect – Associate
Amazon Web Services (AWS)Feb, 2017- Sep, 2024 -
Genesys CIM8 Troubleshooting for Support (GCS8-CIM)
GenesysDec, 2016- Sep, 2024 -
Genesys SIP Server 8 Consultant (GCP8-SIP)
GenesysNov, 2015- Sep, 2024 -
Genesys Certified Professional 8 System Consultant, Inbound
GenesysApr, 2014- Sep, 2024
Experience
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Pearl Technologies Ltd
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IT Services and IT Consulting
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1 - 100 Employee
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Solution Architect - CRM & Contact Center
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Apr 2023 - Present
- Leading CRM and Contact Center Projects across different departments, enhancing communication and fostering stronger relationships with different vendors - Leading user and customer experience workshops to develop a deep understanding of different personas and their unique needs by facilitating a co-creation sessions with Carriers , Drivers, Brokerage , CSRs , Managers and different stakeholders to identify opportunities for innovation and process improvements - Collaborating with cross-functional teams to translate personas by refining journey maps, enabling the design of seamless experiences across all touchpoints with a personalized interactions and enhanced satisfaction - Implementing data-centric strategies to elevate customer/user experiences throughout the Marketing, Sales, and Operation journey Remotely - US/Canada/Mexico Show less
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Salesforce
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United States
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Software Development
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700 & Above Employee
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Principal Solution Engineer - Service Cloud Specialist - Mediterranean, Middle East & Africa (MMEA)
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Feb 2022 - Present
- Acts as a technical visionary and paints a business transformation vision for customer service through positioning Salesforce Service Cloud , Field Service and also Voice with Amazon Connect- Offer onsite and remote sessions with existing customers to show how Salesforce Service Cloud can be used to its full potential. By providing expert recommendations based on Best Practices which helps drive demand and adoption, making sure customers get the most out of their investment- When it comes to building a top-performing team, I participate heavily in interviews and coach both Solution Engineers and Account Executives until they're ready to take the lead on deals- To stay ahead of the curve, I'm always proactively identifying new opportunities for enablement across multiple Service Cloud and Field Service products for both internal teams and Partners Show less
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Lead Solution Engineer - Service Cloud Specialist - Mediterranean, Middle East & Africa (MMEA)
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Mar 2020 - Jan 2022
- Experienced Solution Engineer with a proven track record of effectively engaging with customers to identify their pain points and provide technical solutions that drive business value. Possesses deep knowledge of Service Cloud and Salesforce Core products ( Case and Knowledge Management , Voice , Digital Engagement , Einstein Bots , Omni-Channel Routing , WFM/QA , Experience Cloud for Customer Service Use Cases)- Skilled in leading discovery meeting workshops and creating targeted presentations and demos around use cases to showcase the capabilities of Salesforce solutions across different industries- Expertise in handling large audiences and achieving clear buy-in or next steps- Strong collaborator who actively incorporates customer feedback to create a customer personas and user journeys that emphasize the power of a perfect user experience-Proactively engages with Key Account Executives and Regional Vice Presidents to assess short and long-term priorities- Trusted leader in enabling internal teams and external partners programs , including account executives and business development managers on Salesforce solutions and latest capabilities- Accomplished in maintaining long-term business relationships with Salesforce partners and presenting latest Salesforce Service Cloud innovation at marketing events- Skilled in planning, delivery, and follow-up with leads for next steps and actions- Committed to staying up-to-date with the latest industry trends and market competitive trends Show less
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IST Networks
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Egypt
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IT Services and IT Consulting
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200 - 300 Employee
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Technical Team Lead - Genesys Solutions
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Sep 2014 - Dec 2019
- Participate in Digitalizing many organization Call Center from Only Voice to use Chat, ChatBot, Email, iWD, Social and Customer Journey - Involved in Genesys Implementation and Support for various projects across Saudi Arabia, Dubai, & Egypt - Provide Consultation & Best practices during the full project cycle – Pre/Post Implementation - Operation Phases, making traces and root cause analysis - Requirement gathering from the business, studying the existing process, documentation of requirement, the involvement of technical & functional aspect and design. - Expert in delivering projects (hands-on) by implementing & Supporting various of Genesys Pure Engage, Pure Connect and Pure Cloud. - Interacting with Cloud Technologies (Amazon Web Service, Microsoft Azure) by building a Complete Genesys Environment for a POC purpose also have very good knowledge in Amazon Connect Solution Show less
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Shura Solutions
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Egypt
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IT Services and IT Consulting
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1 - 100 Employee
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Senior Genesys Engineer
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Sep 2013 - Aug 2014
- Managing diverse functions like Solution Architecting as well as Pre-sales Support in terms of Technical Proposal development and POC Presentation to clients - Involved in defining standardized implementation processes to streamline project implementation and deployment phases. - Provided leadership and mentoring to the Genesys teams in the areas of IVR/CTI architecture and VXML/IRD environments with installing, configuring and troubleshooting of Genesys Framework, Management and Media Layers version 8+. Stat Server, SIP Server, Resource Manager , Media Control platform , URS Servers , Configuration Manager, CC Pulse+, External Route Points to connect the multiple Genesys sites Show less
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ASSET Technology Group
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United States
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Computer and Network Security
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1 - 100 Employee
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Senior Genesys Engineer
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Mar 2013 - Aug 2013
Outsourced to Etisalat Misr- Participating in converting Etisalat Misr Call Center legacy TDM to IP based platform (SIP) - Upgrading IVR System from Voice Genie platform to GVP 8- Involved in GVP implementation, IVR Call flow designing and development using Composer- Transforming Etisalat informative IVR system to VICORP instead of local System developed by Giza Systems- Deliver medium and large scale projects by designing call flow & routing architecture - Proactive Contact Center by configuring GVP Outbound IVR campaigns. Show less
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Genesys System Analyst
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Aug 2008 - Feb 2013
Outsourced to Vodafone Egypt- Initiated the career as a System Analyst for Genesys Pure Engage Suite Version 8- Key responsibility was to support business team to execute changes on the Reporting & Routing solutions- Configuration of Genesys Product Suite – Framework (CME), T-Server , Universal Routing Strategy, CCPulse+, Hyperion Performance Suite 8.1 and intelligent workload distribution (IWD)- Integration of Genesys Product Suite – Framework, Enterprise Routing Strategy with Nortel Switch and CRM interfaces such as Seibel- Work with business units to understand and define requirements for call treatment, call routing, and operational management based on Skills-Based Routing technique- Play as 2nd level of support role for cases escalated from the application support- Develop third party applications based on C# to enhance WFM team operation work. Show less
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Education
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2021 - 2022
Quantic School of Business and Technology
Executive MBA -
2004 - 2008
Ain Shams University
Bachelor of Computer and information Science, Computer Scince
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