Fadi Seif Eddine

CCaaS and Advanced Customer Experience Platforms:

• Architected and deployed next-generation CCaaS (Contact Center as a Service) solutions with Google CCAI Platform, Vertex AI, MCP (Managed Communications Platform), and virtual/voice agents for scalable, multilingual self-service and agent-assist.
• Led the design of dynamic agent-to-agent workflows connecting Google Dialogflow CX with Salesforce Agentforce, maximizing seamless customer handoffs and collaborative service delivery.
• Implemented Google ADK (Agent Development Kit), Alvaria AO/AQM for real-time agent optimization, and embedded human-in-the-loop frameworks for continuous improvement and compliance.
• Integrated LLMs as automated judges for conversation evaluation, quality control, and contextual insight across virtual agent and agent-assist experiences.
• Championed privacy and compliance with Sovereign AI (Cohere), ensuring Canadian data residency and security across all platforms.

Service Assurance Leadership:

• Directed cloud architecture evolution for Bell’s service management, leading centralized cloud assurance design and the Service Assurance “North Star.”
• Designed and deployed platform-agnostic diagnostic layers, advanced alarm/topology correlation engines, and data mesh/DaaS models to optimize real-time operations and decision-making.
• Leveraged AIOps and General AI for predictive network intelligence, proactive monitoring, and automated ticketing, driving digital transformation with robust governance.

Strategic Initiatives and Compliance:

• Embedded human-in-the-loop methodologies, Generative AI, RAG, and LLM-based evaluation into service assurance and CX transformation for trustworthy, adaptive automation.
• Ensured all deployments incorporate PCI redaction, HSPII/PII data masking, and strict Canadian data sovereignty requirements.

Leadership Impact:

• Assumed pivotal roles uniting technical vision with business outcomes—advancing Bell’s strategic priorities in both customer experience and service assurance across complex cloud and AI environments.

• Influenced by Shell's best practices, guided the enhancement of maintenance systems to achieve a high standard of operational excellence and system optimization.
• Collaborated with IT and engineering teams to design a comprehensive turnaround solution, minimizing downtime and maximizing maintenance efficiency.
• Architected a suite of KPIs to monitor and assess maintenance management effectiveness, enabling data-driven decision-making.
• Developed interactive dashboards to provide real-time visibility into maintenance operations, facilitating quick responses and strategic oversight.
• Pioneered the integration of predictive analytics into maintenance systems, significantly improving the preemptive identification of potential equipment failures.
• Established robust data governance practices to ensure the integrity and accuracy of maintenance data across the organization.
• Drove the adoption of innovative technologies for system performance monitoring, contributing to enhanced equipment reliability and operational safety.
• Led initiatives to streamline maintenance processes in line with industry-leading standards, resulting in improved workforce efficiency and cost savings.
• Provided steadfast support to operations by ensuring that maintenance systems were responsive to the immediate and long-term needs of the business.

• Company Overview: eSolutions is a premier IBM partner and is a leading provider of solutions for Strategic Asset & Service Management in the Middle East and North Africa. It provides solutions that help make asset management easy and practical with proven return on investment.
• Proved my technical skills in different areas (DLL, Java customization, Maximo MEA/MIF configuration and extension, Mastering Web service creation/integration based on the SOA, DBA skills).
• Proved my functional skills by conducting workshops for requirement gathering as well as GAP analysis, providing training and presentations.
• Design and development of 300+ Maximo reports and cubes in different Maximo modules.
• Led many data migration and Maximo data integrity checking.
• Contribute to the design, development, upgrade and implementation of Maximo in at least 15 different sites.
• ESolutions is a premier IBM partner and is a leading provider of solutions for Strategic Asset & Service Management in the Middle East and North Africa. It provides solutions that help make asset management easy and practical with proven return on investment.

• Company Overview: Khatib & Alami (K&A), a multidisciplinary architectural and engineering consulting company, offers clients an integrated approach towards the ever-increasing need for concrete and reliable project delivery systems.
• Assigned to support the different systems at K&A.
• Design and Development of different systems such as Project Costing, Project Management and Control.
• Design and implementation of an AutoCAD Layer conversion tool.
• Development of various AutoCAD Customizations.
• Khatib & Alami (K&A), a multidisciplinary architectural and engineering consulting company, offers clients an integrated approach towards the ever-increasing need for concrete and reliable project delivery systems.