Mohamed ElAshmony

Customer Service Engineer

About

Executive IT leader specializing in Customer Experience (CX) and Contact Center Technologies with 27+ years of experience within telecom and large-scale enterprise environments. Currently leading Customer Interaction Management (CIM) at Vodafone Egypt, owning end-to-end strategy, architecture, and operations of mission-critical platforms including Genesys, Avaya, and Siebel, supporting millions of customer interactions with 99.9%+ availability. I manage $5M+ annual budgets and lead cross-functional teams of 30+ professionals, delivering scalable, secure, and high-performance CX ecosystems aligned with business objectives and customer expectations. My expertise spans CX transformation, omnichannel enablement, automation, and cost optimization, consistently driving operational efficiency, resilience, and improved customer journeys. Key strengths include: • Digital and CX Transformation • Contact Center and Omnichannel Platforms • IT Operations Leadership (24x7 Critical Systems) • Vendor and Budget Management • High Availability and Disaster Recovery Architecture • Telecom and IT Integration (VoIP and Core Network) Recognized as part of Vodafone Top Talent Program (2024–2025), completing 200+ hours of advanced leadership and business training. Open to leadership opportunities across GCC and MENA in IT, CX, and Digital Transformation.

Country

Egypt

City

Giza

Industry

Telecommunications

Skill

Financial Training, Microsoft Excel, Relocation, Customer Journeys, Data Centers, Data Center Management, Outsourced Solutions, Genesys | Avaya | Siebel, IT Operations Management, Digital Transformation, Contact Center Technology, IT Risk Management, IT Project Implementation, IT Operations, Customer Experience Management, IT Project & Program Management, Information Technology, Cybersecurity, Technology Integration, Point of Sale (POS) Systems

Experience

Customer Service Engineer

Egyptian Communication Company

Delivered installation and technical support for enterprise communication systems.

IT CIM Operations Associate Manager

Vodafone

2006-5 - Present · 20 yrs 4 mos

Cairo, Egypt

IT Customer Interaction Management (CIM) | Associate Manager Vodafone Egypt | 2006 – Present • Lead end-to-end Customer Interaction Management (CIM) ecosystem covering CTI, IVR, CRM, eCommerce, and POS platforms • Manage 30+ IT professionals delivering 24x7 support for mission-critical CX systems • Own full lifecycle of CX platforms including strategy, architecture, deployment, high availability and disaster recovery, upgrades, and operations • Ensure 99.9%+ availability across platforms supporting millions of customer interactions • Manage $5M+ CAPEX and OPEX budgets with strong cost control and vendor optimization • Lead CX transformation initiatives enabling omnichannel and automation capabilities • Design and implement high availability and disaster recovery architectures ensuring business continuity • Drive outsourcing and offshoring models improving scalability and time-to-market • Collaborate with telecom core network teams to integrate VoIP and GSM infrastructure • Ensure compliance with security standards, GDPR, and Vodafone Group policies

Information Technology Manager

Vodafone Egypt Telecommunications Company

2006 - Present · 20 yrs

Lead the Customer Interaction Management (CIM) function, covering CTI, IVR, CRM, eCommerce, and POS systems. Manage a team of 30+ IT professionals across CIM disciplines, driving high performance, technical excellence, and continuous capability development. Own full lifecycle management of all CIM platforms: strategy, architecture, planning, deployment, upgrades, HA/DR, and OS/DB maintenance. Drive CX platform transformation initiatives focused on scalability, automation, and omnichannel enablement. Manage $5M+ annual budget, negotiating with international vendors (Genesys, AVAYA, Oracle/Siebel) to optimize spend while maintaining SLA compliance. Ensure compliance with GDPR, internet-facing security standards, and Vodafone Group policies. Design outsourcing and offshoring call center IT solutions that improved scalability and reduced time-to-market. Collaborate with GSM Core Network teams to architect voice connectivity solutions bridging IT and telecom infrastructure. Provide technical mentoring and career development guidance to team members, building a high-performance future-ready team.

Customer Service Supervisor

Raya Information Technology

2000-9 - 2006-4 · 5 yrs 8 mos

Al Jizah, Egypt

Led enterprise voice solution deployments and managed technical support for large corporate accounts, ensuring high availability and operational excellence. Directed a team of engineers in the installation, upgrade, and maintenance of Nortel PBX systems, including hardware (cards, network shelves, IPE shelves, cabling, HDSL) and software components. Served as Resident Voice Engineer for Vodafone Dallah Tower, overseeing on-site operations, predictive maintenance, and troubleshooting for mission-critical systems. Coordinated with Telecom Egypt to resolve network and connectivity issues across client sites. Successfully executed voice system projects for high-profile clients including Microsoft Egypt, Movenpick Hotel, HSBC, and Lotfy Mansour Company. Provided technical leadership and mentorship to the Raya Voice Team, driving consistent project delivery and operational standards across Cairo and Alexandria.