Qais Suliman

The MetLife regional office is located in Jordan. I worked on implementing telephony, the contact center, the outbound manager, and the recording system from scratch.

MY ROLE:
• Installed and configured Avaya Aura solution, including AACC, AMS, AES, CM, SM, SMGR, ACRA, EPMS, POM, MPP, APP server, and DB.
• Integrated Avaya Aura solutions with each other and EPMS and POM with app server and DB.
• Designed and implemented IVR and Call Flow to fit MetLife requirements.
• Handled historical report customization and real-time dashboard customization.
• Worked on agentless and agent-based outbound campaign design and customization.
• Developed a campaign to work as a call-back request and integrated it with DB to save customer numbers.
• Designed, planned, and carried out cutover with a rollback procedure in case of failure.

All Avaya Aura components were deployed on customer-provided VMware.

Worked with an investment bank in Jordan.

MY ROLE:
• Implemented and configured the Avaya Aura Contact Center and its components from scratch.
• Upgraded the telephony system from R6 to R8.1.
• Designed and implemented the interactive voice response (IVR) and the call flow to fit investment bank requirements.
• Handled historical report customization.
• Customized the real-time dashboard.
• Designed and customized agent-less and agent-based outbound campaigns.

The Arab Bank of Egypt data center changed its location to maintain service running at all times.
Avaya Aura components were on physical servers, including AACC, AMS, AES, EPMS, MPP, SM, SMGR, CM, and ACR. Both app servers and databases were deployed on VMware. The ACR had one physical server and one blade server.

MY ROLE:
• Moved all services to standby servers.
• Built a new ACR in the next location, and the blade server was out of support.
• Ensured to move servers in a window less than 24 hours as the AACC shadowing does not work after that, and we have to restore the active server on the backup.
• Made sure all services and integration in the location were correct.
• Conducted switchover between two physical locations and moved the rest of the servers to the new location.

An Arab bank contact center global project for a centralized contact center solution.

The global contact center centralization included UAE, Bahrain, Qatar, Jordan, Palestine, Lebanon, and Algeria territories. I contributed to the employee self-service (ESS) installation and configuration in case of active and standby server failure. I handled installing the language server protocol (LSP) in each country to maintain the country in case of connection loss between territories.

I configured automated configuration management (CM) elite as a fallback plan in case the interactive voice response (IVR) and Avaya Aura Contact Center (AACC) fail to maintain service. I also enhanced vectoring to maintain a certain service level.

I worked with Avaya Aura as the communications manager. I handled installations and configurations, including local survivable processors installation and configuration and enterprise survivable server installation and configuration. I also worked on deploying Avaya Aura components on Avaya-provided servers.

MY ROLE:
• Handled HA CM installation.
• Configured the primary rate interface (PRI), central office (CO), and session initiation protocol (SIP) trunks.
• Collaborated with the network team for route switching and connection readiness.
• Worked with the cybersecurity team to check firewall connection readiness.
• Met with the security assurance team to ensure products aligned with Arab bank policies.
• Coordinated with the security team to resolve vulnerabilities and ensure product readiness for going live.
• Planned the cutover and test cases as well as the rollback plan in case there was a failure to go live.
• Carried out an impact assessment before going live.
• Handled the Avaya solution platform installation and configuration.
• Centralized over 75 branches all over Jordan to HQ PABX.
• Configured and tested high availability (HA) and language server protocol (LSP) in different locations.