Where It All Began: Amman to Aqaba

Field services engineer / Team Leader and Project lead

- Led the implementation Project for the first outsourcing Contact Centre in Jordan. The implemented solution helped this customer to sign a multi-million JOD multi-year contract with the Jordanian government to provide the Call Centre support for the e-Government.

- Led the implementation Project and support for a triple-play solution of Avaya IP Telephony, HP Procurve LAN network and Locatel IPTV for an international brand name resort in Aqaba, Jordan. The project involved implementing 100+ edge LAN switches with redundant core setup over fiber network serving 600+ hotel rooms and apartments

- Led several other implementation projects in Jordan and Saudi Arabia.

CrystelCall (Outsourcing Contact Centre) (Amman – Jordan)

The first outsourcing Contact Centre in Jordan which grew very fast and won the multi-million dollar deal with the Jordanian eGovernment. CrystelCall business is built on the Avaya Technology including On-prem contact center, Verint WFO solution (including WFM - Workforce Management, Quality Management solution and Contact recording), Reporting and analytics, and Multichannel contact center. My role in CrystelCall Project was to deploy the entire Avaya technology from bottom up as well as supporting by finding solutions for operation and business issues

Other Projects and Involvements:
IBIS hotel, DHL (Amman – Jordan), Saudi Public Pension Authority (Riyadh – Saudi), many others.