Skills
Experience Domains:
• Technology Strategy, Consulting & Advisory
• Technical Solution Architecture & Assessment
• Telephony, VoIP & Unified Communications Engineering
• Contact Center Architecture, Outsourcing, Consulting, and CX Management
• IVR Self-Service, Call Processing & Telephony Application Development
• Cloud Infrastructure and Technologies
• Digital Transformation, Migration Strategy and Modern Contact Centers
• AI and Automation Technologies
• Emerging Technologies and Cost Optimization
• Client Engagement & Cross-Functional Collaboration
• Project Management, Technical Solution Delivery and Ownership
• Technical Support, Knowledge Transfer & Documentation
About
I am seeking new challenges in contact centers insource and outsource industry, in telephony and communication technologies utilizing efficiently my diverse experiences in consulting, supporting, managing, developing and maintaining a wide variety of telephony systems and related resources.
With a Master’s in Communication Engineering and over 25 years of hands-on experience in IT, telephony, telecom and contact center industry, I bring a strong skill set and extensive experience that can add significant value to your team.
Throughout my career, I have worked across diverse industries and technologies including contact center architecture, consultation, outsourcing, IVR, VoIP, cloud, AI, and automation, combining technical expertise with strategic project management and planning.
I have a proven track record in consultation, stakeholder engagement, designing, implementing, and managing in-sourced, outsourced, and modern digital contact centers, with extensive expertise in IVR self-service, telephony applications, and call flow and routing design to optimize performance and future-proof communications.
I have worked with high-profile clients across Jordan and the Gulf, successfully delivering enterprise-wide IP-based contact center and IVR solutions, honing my ability to manage complex projects and meet client requirements efficiently.
In addition to my technical experience, I have nearly 2 years in academia, serving as a lecturer in the Electrical Engineering Department at Jordan University of Science and Technology (JUST).
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