Achraf Ismael
Customer Engineering
Rümlang
Summary
Experienced customer engineer with expertise in CCaaS solutions. Specializes in designing and implementing scalable omnichannel platforms, integrating AI-driven tools, and optimizing customer engagement strategies. Delivers tailored solutions that drive operational excellence and exceed client expectations through deep technical expertise and a collaborative approach. Committed to advancing innovation and customer satisfaction using Avaya's cutting-edge technologies.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
25
25
Certifications
4
4
Languages
Work History
Customer Engineering - Alpine & BeNeLux
Avaya
10.2022 - Current
- Product Evangelist: Part of the Launch team for AXP Evolution, a product resulting from the integration of AXP with Edify (an Avaya acquisition). I serve as the Product Evangelist for Europe, driving awareness and adoption of this evolved platform.
- Consultative Solution Designers: Deeply analyze customer needs, design comprehensive solutions integrating various Avaya products with existing systems, and demonstrate ROI.
- Integration Specialists: Expertise in integrating Avaya solutions with diverse third-party applications.
- Trainers and Knowledge Transfer Experts: Provide comprehensive training to customer staff, ensuring effective use and management of Avaya solutions.
- Escalation Managers and Problem Solvers: Handle complex technical issues and work with Avaya support to ensure quick resolutions.
- Internal Collaborators and Product Advocates: Provide feedback to product teams, contribute to best practices, and stay updated on the latest technologies.
- Relationship Builders and Trusted Advisors: Build strong customer relationships and act as long-term partners, understanding their business needs.
Sales Engineer - ALPINE
Avaya
10.2021 - 09.2022
- Presentations and Demos: Build & Delivered impactful demos at GITEX, Avaya Engage, and PCC, showcasing advanced contact center solutions.
- Solution Design: Designed and implemented Avaya Aura Systems (on-prem, Cloud, AWS, Azure) and developed Google Dialogflow integrations.
- Integration: Seamlessly integrated Avaya with Enterprise CRM to optimize workflows.
- Innovation: Developed use cases with Azure OpenAI, Avaya APIs, and cloud transformation best practices.
- Customer & Partner Support: Trusted advisor providing technical support, validating solutions, and resolving customer needs.
- Call Center Optimization: Specialized in AXP, Elite, AACC, and workflow optimization for enhanced efficiency.
- Proof of Concept (PoC): Designed and delivered PoCs, supporting product and marketing initiatives.
- Global Collaboration: Extensive International travel supporting customers, partners, and sales teams.
System Engineer - Switzerland
Arktis AG
08.2018 - 10.2021
- Avaya Solutions: Full-stack Avaya Aura implementation and maintenance, conferencing solutions, and comprehensive support across the Avaya application portfolio.
- Integration and Customization: Expertise in integrating third-party applications (Medcom, Novaalert, Novamail) and developing custom Breeze Snap-Ins.
- Technical Support: Proven ability to provide 24/7 Tier 3 support, resolving complex VoIP and network issues.
- Network Infrastructure: Skilled in designing and implementing networks using Extreme Networks, Cisco, and Avaya technologies, along with wireless infrastructure management using Ruckus and Extreme solutions.
- System Administration: Proficient in Linux server administration, troubleshooting, and performance optimization.
- Training and Documentation: Experienced in developing and delivering Avaya Aura training and creating comprehensive technical documentation.
Apprenticeship as a System Engineer EFZ
Arktis (Switzerland) AG
08.2014 - 08.2018
Education
Advanced Federal Diploma in Business Informatics -
AKAD
Zurich, Switzerland 05.2020 - 04.2023
System Engineer EFZ -
TBZ Technical Vocational School
Zurich, Switzerland 08.2014 - 08.2018
Secondary school Level A -
Worbiger
Zurich, Switzerland 08.2011 - 08.2014
Skills
- Expertise in CCaaS platforms and customer service technologies
- Proficiency in Microsoft Azure Cloud and Google Cloud Platform
Experience with Avaya solutions, including Avaya Experience Platform (CCaaS)
APIs and integrating AI platforms such as Google Dialogflow and CognigyAI
- Knowledge of CRM systems like Microsoft Dynamics 365, Salesforce, and ServiceNow
- Workforce optimization tools experience, including Verint
- Strong background in network troubleshooting, VoIP systems, and routing (Extreme Networks)
- Advanced knowledge of Microsoft Office Suite
Certification
Fundamentals of Generative AI - Microsoft Azure
Timeline
Customer Engineering - Alpine & BeNeLux
Avaya
10.2022 - Current
Sales Engineer - ALPINE
Avaya
10.2021 - 09.2022
Advanced Federal Diploma in Business Informatics -
AKAD
05.2020 - 04.2023
System Engineer - Switzerland
Arktis AG
08.2018 - 10.2021
Apprenticeship as a System Engineer EFZ
Arktis (Switzerland) AG
08.2014 - 08.2018
System Engineer EFZ -
TBZ Technical Vocational School
08.2014 - 08.2018
Secondary school Level A -
Worbiger
08.2011 - 08.2014
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