Tell us a little more about yourself…
I was born in Cairo, one of the busiest cities in the world. I studied and grew up there, however, I graduated from Ain Shams University and earned my BSc back in 2006. That’s also when I started my first job in the IT sector as a network administrator.
Alongside studying hard, I’ve always had the hobby of playing keyboard and drawing which I love to do from time to time.
I worked in different countries within the past years, such as Bahrain, Saudi Arabia and many other remote countries. I settled down in the UK 10 years ago.
How long have you worked at BrightCloud Group?
I joined BrightCloud in May 2017, so 5 years!
Describe a typical day in your role
My day starts with getting on a stand-up meeting with other team members. In the meeting we agree on the tasks for the day and report on any blockers we may have faced.
My daily tasks vary between development and project delivery tasks. I normally pick the project delivery tasks first as they get delivered directly to the customer, whereas development tasks can fill the rest of the day. I also try to give a helping hand to other team members whenever I can.
There’s also more complex design and integration assessments I often work with.
As you can imagine, my days can get pretty busy so giving the right priority to each task is the key!
What were you doing before working at BrightCloud?
I’ve been in the contact centre industry since graduation. Already when I was a network administrator at my first job about 16 years ago, I remember supporting an Alcatel Lucent contact centre.
Before joining BrightCloud I was a contractor for Vodafone.
What would you say is the most rewarding aspect of your role?
The most rewarding part is when I get to solve a challenging problem or develop a solution for a tricky situation. Also being able to help other team members to achieve a mutual goal together makes me feel wonderful 🙂
It’s great to add value to BrightCloud, the customer and the customer’s end customer.
Our services don’t stop on delivering the service to our customer. That’s why we need to also think how the end customer would receive the service. With years of experience, we can help and show our customers how to serve their customers better. That is what makes us unique.
What is your biggest achievement since working at BrightCloud Group?
One of the biggest achievements was to develop Webex Contact Centre Wallboard as one of the first of its kind in the world when Covid hit in early 2020.
We got it developed quickly, efficiently and before anyone else so Cisco used our product in their demo at the time.
What three words would your colleagues use to describe you?
Reliable, Brain box, Legend.
Tell us the most memorable moment that has happened at BrightCloud Group whilst you’ve been working there?
There are lots of them, but it is always a very good time when we have a team night out. 🙂
What’s the most recent piece of tech that you’ve bought and why?
Oximeter, that is the latest! And it is obvious for what reason!!
But apart from the oximeter, I can say a car was the latest purchase.
What item could you not live without?
My insulin pump 😊 I literally can’t live without it for obvious reasons as I am type 1 diabetic. By the way, I wish a cure would be around one day as nowadays it seems to be too close.
What’s the most significant change you’ve witnessed in the industry since you started working in it?
For sure Cloud Computing. That is the present and future of everything happening and will happen around us. It opens the door for a lot of technical advances using AI and machine learning, not only in the contact centre industry but across different industries.
If there’s one thing you could change about the industry, what would it be?
The industry is demanding a lot of technical knowledge and to find the right candidate with the right skills can be hard sometimes. Technology advances so quickly it becomes even harder to fill such skill gaps.
Because of such fast evolving technology, there will be some who have obsolete skills which could be replaced by technology.
I don’t try to give a solution or change, but the quick fix I see from my view is that companies allow more apprenticeships to newly graduated engineers. If a long-term education and business needs are matched, more qualified engineers would be available.
Who or what has most influenced your career and why?
I would say my family are the core of all that, I am very grateful for my parents, my wife and my daughter for all the support, patience and understanding.
On the other hand, I consider myself lucky that I was always surrounded by positive, helpful people You learn every day and there is no maximum of what you can learn.
I think that is the key for being successful in my view, despite that people can see success differently among themselves.