Genesys engage
Mohamed Fahmy
CTI Engineer
16 Alder Place, Newlands
Summary
Experienced in deploying and maintaining Contact Centre Solutions, with expertise in managing contact center systems and network monitoring tools. Key contributor to customer migrations from on-premises to cloud systems and upgrading legacy RHEL and Windows environments to modern platforms. Proven ability to enhance customer experiences, streamline operations, and lead engineering teams in resolving complex technical challenges.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
12
12
Certifications
2
2
Languages
Work History
Contact Centre DevOps Senior Engineer
Vodafone/One New Zealand
11.2022 - Current
- Developing the insight required to understand how Vodafone solutions benefit the customer, their business and their customers’ experience.
- Implementing deploy Contact Centre Solutions to meet customer requirements as well as managing any changes/modifications to existing implementations to completion.
- Supporting and maintaining Contact Centre Application infrastructure, with developments and modifications to real time systems.
- Understand and contributing to the technical design of Contact Centre Solutions for internal and external customers.
- Managing the resolution of complex tickets/problems between the various technologies, network elements and business processes.
- Ensuring access is kept up-to-date for supporting customer environments and engineer is contactable
- Remaining engaged with the customer throughout any related activity
Senior CTI Genesys Engineer
_VOIS (Vodafone intelligentsolutions)
05.2022 - Current
- Supporting & training new engineers.
- Handling complex customer requests.
- Receive inquiries from different teams regarding current or planned projects and takes appropriates action to resolve problems.
- Carrying on same CTI engineer tasks as below.
<p>CTI Genesys Engineer</p> <p></p>
_VOIS (Vodafone intelligent solutions)
02.2021 - 04.2022
- Administrating Genesys engage, Virent recording, and Amazon connect.
- Support Vodafone New Zealand and its customers.
- Responsible for configuration and implementation of new contact center requests.
- Upgrading contact center system to latest patches and maintaining its stability.
- Troubleshoot and resolve CTI problems.
- Handles and follow up on cases opened with vendors.
- on call in case of emergency.
<p>Telecommunication Support Engineer</p> <p></p>
Xceed Contact Center
03.2019 - 01.2021
- Administrating Cisco & Avaya PBX & ACD.
- Responsible for configuration and implementation of new requests.
- Troubleshoot and resolve technical problems.
- Analyze and ensure reliability of the communications systems on the regular basis to provide highest level of performance, ability, and security.
- Handles and follow up on cases opened with vendors.
- Monitor infrastructure.
- Projects at Xceed:
- Design of and implementation of Btech Egypt contact center on Cisco UCCE and CUCM. This project included the implementation of the IVR, ACD, PBX, Cisco Finesse APIs and reports for Btech Egypt.
- Implementation of Egypt gov call center. The IVR was made by Telecom Egypt. We had to establish H.323 trunk between Xceed and TE, where Xceed agents are supposed to handle the calls.
<p>Back office engineer at wireless data configuration team<br /></p> <p></p>
Huawei technologies
10.2017 - 12.2017
- Configure, troubleshoot, and maintain wireless network and Nodes, including: 2G 3G LTE Nodes.
- Assist other department's engineers in implementing new projects and solutions.
- Coordinating with FO for routine troubleshooting and provide 2nd level technical support.
Education
Communication And Information Engineering
Helwan University, Faculty of Engineering
Cairo 10.2012 - 05.2017
Communication & Information Engineering
International Telematic University UNINETTUNO,
Rome 01.2012 - 04.2017
ERASMUS+ Student Exchange Program
03.2016 - 05.2016
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Thebes International Schools, General Certificate of Secondary Education
Skills
- Administration of contact center (ACD, PBX, reporting)
Configure and troubleshoot Cisco routers, switches and voice gateways
Network Monitoring (What’s up gold, PRTG, Cisco prime collaboration)
SQL
Software
Virent recording
Amazon Connect
Cisco CUCM and UCCE (Cisco CM, Finesse, CCMP, CUIC)
Avaya Site Administration & CMS
Windows Server
Red Hat Enterprise Linux
VMware workstation
Certification
CCNP Collaboration
Timeline
Genesys Cloud CX: Scripting Certification
12-2023
Genesys Cloud CX: Quality Management Certification
11-2023
Genesys Cloud CX: Developer Certification
09-2023
Genesys Cloud CX: Architect Certification
09-2023
Genesys Cloud CX: Professional
02-2023
Genesys Cloud CX: Professional Certification
02-2023
AWS Certified Cloud Practitioner
01-2023
Contact Centre DevOps Senior Engineer
Vodafone/One New Zealand
11.2022 - Current
Senior CTI Genesys Engineer
_VOIS (Vodafone intelligentsolutions)
05.2022 - Current
CCNP Collaboration
06-2021
AWS Solutions Training for Partners: Well-Architected Best Practices – Technical
02-2021
AWS Solutions Training for Partners: Amazon Connect (Technical)
02-2021
<p>CTI Genesys Engineer</p> <p></p>
_VOIS (Vodafone intelligent solutions)
02.2021 - 04.2022
CCNA Routing and Switching: Connecting Networks (R&S)
01-2020
Cisco Certified Network Associate Routing and Switching (CCNA Routing and Switching)
01-2020
<p>Telecommunication Support Engineer</p> <p></p>
Xceed Contact Center
03.2019 - 01.2021
<p>Back office engineer at wireless data configuration team<br /></p> <p></p>
Huawei technologies
10.2017 - 12.2017
ERASMUS+ Student Exchange Program
03.2016 - 05.2016
Communication And Information Engineering
Helwan University, Faculty of Engineering
10.2012 - 05.2017
Communication & Information Engineering
International Telematic University UNINETTUNO,
01.2012 - 04.2017
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Thebes International Schools, General Certificate of Secondary Education
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