𝗪𝗮𝗲𝗹 𝗙𝗮𝘄𝘇𝗶: 𝗗𝗿𝗶𝘃𝗶𝗻𝗴 𝗥𝗲𝘃𝗲𝗻𝘂𝗲 𝗚𝗿𝗼𝘄𝘁𝗵, 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗖𝗲𝗻𝘁𝗿𝗶𝗰 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻, 𝗮𝗻𝗱 𝗖𝗫 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻

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.

𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲 𝗶𝗻 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿, 𝗖𝗹𝗼𝘂𝗱, 𝗮𝗻𝗱 𝗕𝗣𝗢 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀

Wael’s 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.

𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗶𝗻𝗴, 𝗠𝗮𝗿𝗸𝗲𝘁 𝗘𝗻𝘁𝗿𝘆, 𝗮𝗻𝗱 𝗚𝗼𝘃𝗲𝗿𝗻𝗺𝗲𝗻𝘁 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻

As a CX Consultant, Wael has supported international companies seeking to establish operations in Saudi Arabia. His contributions include:
• Guiding organizations in adopting best-fit digital solutions to maximize CX impact.
• Streamlining processes to boost efficiency and ensure consistency.
• helping global firms understand Saudi customer expectations for successful entry.
• enabling BPOs to meet national requirements for smooth market integration.
• 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 Wael’s value as both a consultant and trusted advisor.

𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗥𝗼𝗹𝗲𝘀 𝗮𝗻𝗱 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗚𝗿𝗼𝘄𝘁𝗵

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 journey—from Enterprise Telecommunication Specialist at STC Specialized to Sales Executive at Vocalcom, to senior leadership roles—demonstrates a consistent trajectory of unlocking revenue streams, building strong client relationships, and delivering measurable business growth.

𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗣𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹 𝗩𝗮𝗹𝘂𝗲𝘀

Wael’s 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.

𝗔 𝗟𝗲𝗮𝗱𝗲𝗿 𝗶𝗻 𝗖𝗫 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻

For Wael Fawzi, leadership in customer experience is not just about technology — 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.

𝗜𝗻𝘀𝗽𝗶𝗿𝗲𝗱 𝗠𝗮𝗴𝗮𝘇𝗶𝗻𝗲 proudly recognizes 𝗪𝗮𝗲𝗹 𝗙𝗮𝘄𝘇𝗶 as one of the 𝗧𝗼𝗽 𝟭𝟬𝟬 𝗜𝗻𝘀𝗽𝗶𝗿𝗶𝗻𝗴 𝗣𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹𝘀 for his outstanding contributions to CX innovation, business growth strategy, and his influential role in shaping the next generation of contact center technology.