Technical Manager - [Area: Consulting, Services] at Converged Communications FZ-LLC
November 2005 - December 2011
Eric was responsible to manage, plan and grow CCMENAâs Professional Services business in the Middle East and North Africa.
He led a Customer services team of IT & Telecoms Engineers to deliver under the tightest SLA, best-in-class pre/post sales support to customers in the MENA region for an extended products portfolio (Dialogic, Envox toolkits, Vertical, Winscribe dictation, VPI call recording, Sagem Fax, Vocalcom contact centre, Arc console for Cisco, Orion Engine, Hicom HIS).
He operated at the highest level as a senior consultant on Call/Contact centre, IVR, UC, VAS solutions rationalisation and optimisation to key accounts.
His responsibilities also included:
- Ownership of companyâs technology including CRM, Call centre, Fax server and network/Telephony infrastructure.
- Developing and implementing IT strategies and procedures to improve performance & productivity.
- Designing and managing all telephony related projects: IVR, Contact Centre/CRM, UC, UM, Value Added Services, Digital Dictation.
- Defining and measuring personnel training activities.
Some of his key references included: Thuraya, Etisalat, Airtel, STC, AXA Insurance, RBS, NCB, Mashreq Bank, Hamad Medical Corporation, Welcare Hospital, Riyadh Care Hospital, ADIA, Ruler's Court, Orbit TV , Yemen TV...
Presales Manager - [Area: Sales & Business Development] at Unified Communications, MENA
September 2005 - November 2005
Eric managed pre-sales engineers & activities with the objective to understand customer requirements to help close sales opportunities, within the Telco environment.
He delivered senior technical expertise on SS7 (incl. technical training, workshops, labs demonstration &consultancy) to strongly position new products.
He maintained an ongoing high-level understanding of market trends by working closely with key accounts such as Etisalat and technology leading providers.
His responsibilities include:
- Technical ownership of Tenders, Requests For Information/Proposal/Quotation (RFI, RFP& RFQ).
- Approving statements of Work (SOW) and project plans.
- Designing pre-sales tools to support sales growth.
- Working with Sales and Marketing to streamline sales strategies.
Technical Marketing Engineer - [Area: Sales & Marketing] at Intel Corporation
April 2002 - August 2005
Eric handled a broad set of pre-sales and post-sales support activities and training certifications in the EMEA region, to Intel channel partners (Sintel & Voiceway in France, Redco in Italy, Callware in Spain, Comptek in Russia, CTI-Pro in Czech Republic, Post-CTI in the UK, Comztek in South Africa, CCMENA in the Middle Eastâ¦) & Tier1 direct customers (Telefonica, Vodafone, France Telecom, Belgacom, Teligentâ¦).
- Eric developed products and associated technologies awareness with Marketing, by speaking/presenting at tradeshows, workshops, seminars & key Intel global training events.
- He empowered the sales team with his detailed and descriptive technical responses to RFP/RFQ.
- He successfully advised software vendors to design & develop ICT applications. Such vendors included Genesys, Vocalcom, Vertical IP PBX, Phonetic, Fenestrae, Envox â¦
- He officiated as the main point of contact for Intel speech processing offering.
- Eric worked well under pressure. He demonstrated exceptional crisis management credentials with an Intelâs high profile account, Telefonica. Eric won back the trust of Telefonicaâs management team, through ownership, clear communication, decision making & risk taking.
- Eric was a trusted mentor to junior staff members for his exceptional ability to transfer his knowledge.
Ericâs outstanding contribution to Intelâs success was recognised through promotions and awards.
Some of his recognitions:
> âDivision Recognition Awardâ - 2004 .
> âSpontaneous Recognition Awardâ - 2005
> âBest Trainer Scoreâ - 2003, 2004 & 2005.
Application Engineer - [Area: Support, Services] at Dialogic, an Intel Company
November 2000 - March 2002
-Delivering first line pre-sales and post-sales technical Support for Intel Dialogic telecom products to customers in EMEA.
-Maintaining continuous communication with customers, including
regular conference calls to discuss outstanding issues.
-Delivering training courses to certify our channels partnerâs engineers
- Technologies: Computer Telephony Network architecture, VoIP/SS7/CAS/ISDN protocols, Continuous Speech Processing, T.30 (V.17) FAX...
Speech Processing Analyst - [Area: Research & Development] at Multitel
September 1999 - September 2000
Eric pushed forward the research and development of âSpeaker Normalisationâ in speech perception. Eric developed models to analyse and discuss speeches utterances variation and the influencing parameters in the normalisation of speakers.
- He received excellent reviews for his work.
- His findings were used to improve the accuracy of industry leading Speech Engines.
Infrastructure Manager [Area: Information Technology] at Al Khayyat Investments
December 2011
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