Abdullah Ali

Engineering Excellence in Customer Experience & Employee Service solutions
Specialised in designing and delivering solutions that drive business growth and operational excellence. I help organisations leverage technology to create seamless, engaging, and high-impact digital experiences.

Where It All Began: Amman to Aqaba

My journey started in Amman, Jordan, where I quickly moved from working with a local system integrator to leading a major project in Aqaba—a triple-play solution with Avaya, HP, and IPTV for a luxury resort. It was a high-stakes deployment, bringing together cutting-edge technology to create a seamless guest experience.

At the same time, I spearheaded the implementation of Jordan’s first BPO contact center, a project that would go on to secure a multi-million JOD, multi-year e-Government contract. From transforming hospitality and communications to shaping government service experiences, these early years set the foundation for my passion—bridging technology with real business impact.

Chasing the Horizon: A Leap from Jordan to China

They say, “Fortune favors the bold,” and for me, bold meant chasing my passion across continents. Voice communications technology wasn’t just my expertise—it was what fueled me. Determined to specialize, I worked relentlessly to achieve Avaya’s highest certification at the time—ACE. That effort paid off, opening the door to an exciting new chapter: a role as a Tier 3 Backbone Support Engineer for Avaya in Dalian, China.

The Call That Changed Everything - moving to sales!

It was a scorching August afternoon in 2014 in Dubai after a long day onsite in one of our local key customers when my phone rang. I wasn’t expecting a call—especially not from A.M. 🤙
“I wanted to talk to you about the Cloud Sales Solutions Specialist role you applied for❗.”

It was the call I was looking forward to after over 3 years in Avaya field services in Dubai. At the time, I had no idea that this conversation would mark the start of a game-changing journey—one where A.M. and I would go on to close multi-million-dollar, multi-year Private Cloud and Managed Service deals, transforming businesses across the region. ✨

From the golden Sands to the Southern Skies

After seven transformative years in Dubai, I found myself standing at yet another crossroads. They say the grass is greener on the other side, but I wasn’t just looking for greener pastures - I was looking for new challenges, new markets, and a new way to make an impact. Australia was calling, and I was ready to answer. Transitioning to a new continent wasn’t just about relocating - it was about reinventing myself in a different business landscape. The opportunity to continue with Avaya in Australia was there, but it wasn’t handed to me. A rigorous interview process stood in my way, and one defining question still echoes in my mind:

“What do you bring to the region?”
I didn’t hesitate.
“Grit.”

And grit is exactly what I brought.

Finding the Right Fit: A New Chapter with Zendesk

When you’ve been in the market long enough, you don’t just look for your next role—you recognize it when it finds you. That’s exactly how I ended up at Zendesk Australia.

Zendesk had been making waves in the customer experience space, disrupting the industry with innovation and agility. Australia was no exception, and with their rapid growth came the need for a Senior Solution Consultant—but not just anyone. They were looking for someone who could bridge technology and business outcomes, a storyteller fluent in CX, a value-driven consultant who could speak the customer’s language and go the extra mile to win deals alongside AEs.

The role felt like a natural evolution of my journey—blending my technical expertise, sales acumen, and passion for customer experience & Employee Service into a position where I could truly drive impact. Three years in, I continue to thrive in an environment where partnership, innovation, and customer success define the way forward. As they say, “Choose a job you love, and you’ll never work a day in your life.”

What I do

Specializing in SaaS solutions for Customer Experience (CX), Customer Engagement, Employee Service, Business Communications, Collaboration, CCaaS, and Contact Center technologies, I bring a strategic blend of technical expertise and business acumen to drive measurable outcomes. With a detail-oriented yet business-focused approach, I have successfully navigated customer-facing roles across Solutions Pre-sales, Private Cloud Pre-sales, Commercial Management, and Project Management. I have a proven track record of transforming pre-qualified opportunities into multi-million-dollar, multi-year contracts, contributing actively from pre-qualification to deal closure and ensuring business value realization.

Solution Consulting & Engineering

Translating complex technology into business value-driven solutions.

Value & Solution Selling

Aligning solutions with customer needs through consultative sales approaches.

Sales & AE Partnership

Collaborating closely with sales teams to drive pipeline growth and deal success.

Customer Discovery & Workshops

Leading engaging sessions to uncover business challenges and opportunities.

Demonstrating Solution Value

Delivering impactful presentations, demos, RFP/RFX responses, proposals, and ROI analyses.

Strategic Roadmaps & Advisory

Guiding customers on long-term technology adoption and transformation.

Product & Market Feedback

Providing valuable insights to product teams to enhance offerings.

Knowledge Sharing & Enablement

Coaching GTM and presales teams to strengthen solution expertise.

Business Process & Industry Insight

Applying modern methodologies and best practices to solve customer challenges.

Technical & Business Documentation

Creating clear, concise documentation for internal and external stakeholders.

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