• Ongoing support and continual development of the Cisco Unified Collaboration environment• Contribute to the strategic development of the Unified Significant experience in implementing, configuring and troubleshooting Cisco Unified Collaboration application: CISCO Unity, Expressway, CUBE, MRA, UCCX Scripting, Cisco Video Conf & Telepresence products suites, WebEx Control HUB• troubleshooting Cisco united computing system (UCS) and VMware vSphere• Provides ownership of Technical Solution Deliverables. These could include:• As-Builts and project documentation• Coordinating technical resources• Operation of existing customer video infrastructure with Cisco meeting server and webex control hub;• Carry out the 2nd/3rd level processing of tickets in the video conferencing environment via remote access

I’ve been participating in the UCCX contact center and IP telephony projects’ requirement specifications and gathering session, as well as the supervision on the installation and testing then following up on the operation, and acing as second level of support. I’m Act as a technical expert to cover the business requirements from technical perspective Perform system monitoring, troubleshooting, installation, configurations, customization and integration with other applications, to manage the streamline business processes without technical issues.

Map out training plans, design and develop training programs (outsourced or in-house)Choose appropriate training methods per case (simulations, mentoring, on the job training, professional development classes etc)Market available training opportunities to employees and provide necessary informationConduct organisation wide needs assessment and identify skills or knowledge gaps that need to be addressedUse accepted education principles and track new training methods and techniquesDesign and prepare educational aids and materialsAssess instructional effectiveness and summarise evaluation reports determining the impact of training on employee skills and how it affects KPIsPartner with internal stakeholders and liaise with matter experts regarding instructional designMaintain updated curriculum database and training recordsProvide train-the-trainer sessions for internal subject matter expertsManage and maintain in-house training facilities and equipment

Act as a first line of support to all VF Egypt internet users’ inquiries ( technical / billing ).§ Provides relevant and accurate information (Services, Products & Policies)§ Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time § Provide customer with appropriate options/right suggestion.§ Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure.§ Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.§ Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers.§ Ensure elimination of wrong transactions that leads to financial negative impact.§ Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case.§ Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.§ Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements

You will establish and maintain customer relationships at the executive / business decision maker level.You will develop & present compelling business cases to customers, maintain expert-level knowledge of all elements of the business case, including the drivers of cost, benefit and risk.You will partner closely with Engineers/Architects to align the technology architecture to the customer's desired business outcome and ensure customer success by orchestrating resources to assist the customer in realizing the full value of their technology investment.Develop & lead business value based opportunities within targeted accounts - often over 12-24-month sales cycles.Share detailed execution plans and progress with field leadership and account teams.Enhance Cisco's solution portfolio over time, focused around key customer requirements and aligned with Cisco products and solutions.Provide regular reporting of account engagement progress on a weekly, monthly and quarterly basis.Engage, advise and mentor sales teams on Customer Experience imperatives and business value based consultative selling approaches