With over 15 years of experience in contact center solutions, unified communications, and BPO, Wael Fawzi has built a career defined by innovation, strategic growth, and an unwavering commitment to customer excellence. His focus is on transforming customer experience (CX) ecosystems through advanced technology, revenue-driven strategies, and solutions designed to meet rapidly evolving client needs.
๐๐ ๐ฝ๐ฒ๐ฟ๐๐ถ๐๐ฒ ๐ถ๐ป ๐๐ผ๐ป๐๐ฎ๐ฐ๐ ๐๐ฒ๐ป๐๐ฒ๐ฟ, ๐๐น๐ผ๐๐ฑ, ๐ฎ๐ป๐ฑ ๐๐ฃ๐ข ๐ฆ๐ผ๐น๐๐๐ถ๐ผ๐ป๐
Waelโs career spans global leaders such as Teleperformance, Majorel, Vocalcom, and Upsource (CCC by STC), where he advanced into senior leadership roles in business development and CX strategy. He is a passionate advocate for Software as a Service (SaaS) and Contact Center as a Service (CCaaS), helping organizations implement scalable, efficient, and customer-focused technologies.
From optimizing VOIP infrastructure to driving the adoption of omnichannel platforms, Wael has consistently equipped enterprises with tools that enhance operational efficiency, elevate service delivery, and strengthen customer satisfaction and loyalty.
๐๐ผ๐ป๐๐๐น๐๐ถ๐ป๐ด, ๐ ๐ฎ๐ฟ๐ธ๐ฒ๐ ๐๐ป๐๐ฟ๐, ๐ฎ๐ป๐ฑ ๐๐ผ๐๐ฒ๐ฟ๐ป๐บ๐ฒ๐ป๐ ๐๐ผ๐น๐น๐ฎ๐ฏ๐ผ๐ฟ๐ฎ๐๐ถ๐ผ๐ป
As a CX Consultant, Wael has supported international companies seeking to establish operations in Saudi Arabia. His contributions include:
โข Guiding organizations in adopting best-fit digital solutions to maximize CX impact.
โข Streamlining processes to boost efficiency and ensure consistency.
โข helping global firms understand Saudi customer expectations for successful entry.
โข enabling BPOs to meet national requirements for smooth market integration.
โข partnering with public sector stakeholders to co-design RFPs and define scopes of work aligned with Vision 2030 priorities.
This blend of strategic insight and operational execution underscores Waelโs value as both a consultant and trusted advisor.
๐๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ๐๐ต๐ถ๐ฝ ๐ฅ๐ผ๐น๐ฒ๐ ๐ฎ๐ป๐ฑ ๐๐๐๐ถ๐ป๐ฒ๐๐ ๐๐ฟ๐ผ๐๐๐ต
Now serving as Executive Manager at Emdad by Elm and CX Senior Consultant, Wael continues to lead initiatives that bridge cutting-edge technology with customer expectations. His professional journeyโfrom Enterprise Telecommunication Specialist at STC Specialized to Sales Executive at Vocalcom, to senior leadership rolesโdemonstrates a consistent trajectory of unlocking revenue streams, building strong client relationships, and delivering measurable business growth.
๐ฅ๐ฒ๐ฐ๐ผ๐ด๐ป๐ถ๐๐ถ๐ผ๐ป ๐ฎ๐ป๐ฑ ๐ฃ๐ฟ๐ผ๐ณ๐ฒ๐๐๐ถ๐ผ๐ป๐ฎ๐น ๐ฉ๐ฎ๐น๐๐ฒ๐
Waelโs contributions have earned him industry recognition, including the Excellence, which marked a key milestone early in his career. He is known for his consultative leadership style, deep technical expertise, and ability to align CX strategy with business objectives.
๐ ๐๐ฒ๐ฎ๐ฑ๐ฒ๐ฟ ๐ถ๐ป ๐๐ซ ๐๐ป๐ป๐ผ๐๐ฎ๐๐ถ๐ผ๐ป
For Wael Fawzi, leadership in customer experience is not just about technology โ it is about people, trust, and foresight. By combining expertise in cloud services, SaaS, outsourcing, and customer-centric consulting, he continues to help organizations unlock growth, set new benchmarks for CX excellence, and shape the future of contact center technology in the region.
๐๐ป๐๐ฝ๐ถ๐ฟ๐ฒ๐ฑ ๐ ๐ฎ๐ด๐ฎ๐๐ถ๐ป๐ฒ proudly recognizes ๐ช๐ฎ๐ฒ๐น ๐๐ฎ๐๐๐ถ as one of the ๐ง๐ผ๐ฝ ๐ญ๐ฌ๐ฌ ๐๐ป๐๐ฝ๐ถ๐ฟ๐ถ๐ป๐ด ๐ฃ๐ฟ๐ผ๐ณ๐ฒ๐๐๐ถ๐ผ๐ป๐ฎ๐น๐ for his outstanding contributions to CX innovation, business growth strategy, and his influential role in shaping the next generation of contact center technology.
