Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Alaa Aldeen Najeeb Alazzih

IPCC Administrator Professional
Amman

Summary

CCIE-certified Cisco Collaboration professional with deep expertise in IVR design, ICM scripting, CVP Call Studio, and AI-integrated voice systems. Proven ability to deliver scalable, high-availability solutions across contact center environments.


Overview

10
10
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

IPCC System Administrator Professional

Zain Jordan
10.2018 - Current
  • IPCC System Administrator (Technical Supervisor for all IPCC components, including developing, implementing, and monitoring hardware and software).
  • Responsible for developing and maintaining IVR call flows using ICM scripting and CVP Call Studio, as well as administering, and providing support for the Cisco IPCC environment.
  • Improved the company’s customer UC architecture offering by developing best practices for UC solution design.
  • Managing and supporting call center systems, including Speechlog, IEX, PMP, and LCM.
  • Managing and supporting Cisco Voice, including UCCE, CUCM, CUC, CCX, and Voice Gateways.
  • Designed and implemented an AI-powered conversational IVR solution, leveraging Asterisk PBX and natural language processing tools.
  • Ensure system stability to meet high availability needs through proper system maintenance and change management in a multi-customer environment.
  • Cisco CVP Configuration and Administration.
  • Administration of Outbound and Telesales Campaigns.

IT Support Administrator

Zain Jordan
03.2015 - 10.2018
  • Receiving and reviewing end users’ inquiries and technical support requests as well as advising, recommending and providing professional solutions related to software, hardware or network systems over the phone, email or in person and in a timely and accurate manner.
  • Troubleshooting server and computer systems issues and malfunctions, as well as any other relevant operational difficulties.
  • Configuring user workstations, as well as integrating them with the existing servers, as well as ensuring proper network connectivity in different sites and branches through conducting periodical network maintenance.
  • Forwarding complex issues and those that require specialized involvement to the designated function’s to ensure adequate and timely resolution.
  • Monitoring, updating and troubleshooting virtual desktop infrastructure and the queueing system in call centers and shops.

Education

B.Sc - Computer Engineering

Isra University
01.2010 - 01.2014

Diploma degree - computer technology

Faculty Of Engineering Technology
01.2007 - 01.2009

Skills

  • Ability to work under pressure
  • Ability to work in a team environment with good communication skills
  • Problem-solving

Certification

Cisco Certified Internetwork Expert (CCIE Collaboration #67388) - 2023-06-01

Interests

Reading books, Playing soccer

Timeline

IPCC System Administrator Professional

Zain Jordan
10.2018 - Current

IT Support Administrator

Zain Jordan
03.2015 - 10.2018

B.Sc - Computer Engineering

Isra University
01.2010 - 01.2014

Diploma degree - computer technology

Faculty Of Engineering Technology
01.2007 - 01.2009

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Alaa Aldeen Najeeb AlazzihIPCC Administrator Professional