Contact center engineer · Riyadh Open to consulting

Every call takes a path.
I engineer it.

I'm Marwan Magdy. I implement and run enterprise contact centers on Cisco, Webex, Verint and Eleveo, design the right solution for what a customer needs, and build the tools operations teams are missing.

See selected work Read about me ↓

Trace a call · step 01 of 07

A customer reaches out

By phone, WhatsApp or web chat. The channel they pick decides everything that follows.

I run and design

Phone numbers and DIDs · WhatsApp and web chat on Webex Connect · Webex Engage

I built Barqiya

My own product: one number for calls and WhatsApp, made for Saudi restaurants.

Selected work

Screens are rebuilt with sample data. No client names, hosts or call records appear on this site.

01 — Operations toolkit · Government contact center

No in-house tooling, strict security rules. So I built the toolkit.

About 20 Windows servers plus CUCM, Finesse, CUIC and VVB, and every health check or log hunt was done by hand, server by server. I designed a set of web tools on one central server, fed by a small agent on each machine: health monitoring, log collection that traces a single call, and IVR analytics.

No installs · No stored passwords · No listening ports
PowerShell · C# · IIS · Cisco APIs Read the case study →
HealthLogsJourneyWFMOAMP22 servers · 1 alarm
ROUTER-ASide A active · duplex● In service
CVP-ADisk D: at 88%● Warning
REC-2Recording service stopped● Alarm
02 — WFM forecast & scheduler

They asked for a forecast. The data showed a staffing problem.

Operations wanted call-volume predictions and a way to stop schedules that broke the rules from reaching the WFM system. In the numbers I saw service level running far below its target, so the request grew into a tool: Erlang C forecasts per shift and skill queue, and a bilingual scheduler that checks every rule before export.

SQL · CUIC · HTML/JS · ASP.NET
English and Arabic, right-to-left Read the case study →
Agents per day · required vs scheduledOutline = required · solid = scheduled
TUE · PM3 agents short of plan · fill the gap
AGENT 047 days in a row · the limit is 6
EXPORTSchedule XML → WFM import · waiting
03 — Webex Contact Center & Connect

Cloud contact centers, with bots that know when to hand over.

New Webex Contact Center tenants from scratch: agents, teams, IVR flows and PSTN. On the digital side, WhatsApp and web-chat flows in Arabic and English, with chatbots and AI agents that solve the simple requests and pass the rest to a person with the context attached.

Webex Contact Center · Webex Connect · AI Agent
Certified Webex Contact Center Expert Read the case study →
AI agent · WhatsAppExample conversation
I need to move my appointment to next week. Sure. I found your booking for Sunday at 4:00 PM. Which day suits you? MondayTuesdayTalk to an agent → Handed to an agent with context: verified · reschedule · English
04 — Barqiya · My own product · In development

A contact center small enough for a restaurant.

One number for calls and WhatsApp, simple menus and queues, and every order captured on one screen. Built for Saudi restaurants, Arabic first, on an open-source voice core I chose and designed around.

FreeSWITCH · WhatsApp via Azure · JSON flow engine
Multi-tenant on Azure Read the case study →
الطلباتمباشر
٤٨طلبات اليوم
٢مكالمات فائتة
١٨ثزمن الرد
طلب جديد · واتسابالآن
٢ برجر دجاج · ١ بطاطس كبيرة · توصيل
تأكيد الطلبتعديل
مكالمة واردة · الفرع الرئيسي٠٠:٤٢

Smaller builds

Log MaskerMasks IPs, numbers and domains before logs go to vendor support. Offline, reversible, nothing to install.Security
Caller history on the desktopShows the agent how many times this number called in the last 24 hours, before they say hello.CVP · SQL
SIP trunk alertingScripts on the gateway that email the team about SIP errors, timeouts and capacity before callers notice.CUBE · Python
Custom CUIC reportsSQL reports the platform doesn't ship: transfers to supervisors, how calls ended, staffing per skill queue.Reporting
Finesse End Call gadgetTells reporting who really ended each call: the customer, the agent's desktop or the phone.Live demo →

Three kinds of work. One person who sees the whole platform.

Run

Implement & operate

New clusters, upgrades, HA and DR tests, patching, vendor cases, and the daily work of keeping a contact center up.

UCCE · PCCE · UCCX · CVP · CUCM · CUBE · Verint · Eleveo · Avaya
Design

Advise & design

From a customer's requirements to the right solution: high-level designs, sizing, upgrade and migration plans, and staffing models built on their own traffic.

HLD · Upgrade proposals · Erlang C · On-prem and cloud
Build · my favourite

Develop the missing tools

Dashboards, gadgets and automations that close the gaps the platforms leave, so operations move faster and callers get a better experience.

PowerShell · C# · JavaScript · SQL · Call Studio · Python
Platforms
CiscoWebexVerintEleveoAvayaOracleVMwareMicrosoft

About

Marwan Magdy Marwan MagdyRiyadh, Saudi Arabia

Communications engineer by training, contact center engineer since 2022, first in Egypt and now in Saudi Arabia. I like the work best when a hard operational problem turns into a creative idea that improves the experience for the customers calling in and the teams answering.

CertificationCisco Webex Contact Center Expert EducationB.Sc. Communications Engineering, GUC LanguagesArabic · English · German · French
  1. 2026 — Now
    Contact Center Systems EngineerConnect PS · RiyadhA large government contact center on Cisco UCCE and Verint: operations, upgrades, HA testing, reporting and the operations toolkit. Handover testing for other enterprise clients.
  2. Dec 2024 — Apr 2026
    Senior System Collaboration EngineerIST NetworksWebex Contact Center tenants and Connect flows; UCCE, PCCE and UCCX clusters and upgrades; CUCM, CUBE and Oracle SBCs; Eleveo recording; VMware.
  3. May 2023 — Dec 2024
    Voice EngineerXceed · Contact center BPOUCCE 11.6 to 12.6 upgrade, Call Studio API integrations, custom Finesse gadgets, CUIC SQL reports, Avaya Aura, Verint recording.
  4. Sep 2022 — May 2023
    Telecommunication Support EngineerXceedNetwork and voice monitoring, Cisco and Juniper switching, first-line support for UCCE and Avaya.

A contact center to fix, design or improve? Let's talk.

marwanbarakat1999@gmail.com