Riham El-Zohiry
Summary
Results-driven Program Manager with 15+ years of experience delivering complex IT, Networks, Unified Communications, Contact Center, and Digital Transformation programs across enterprise, and telecom sectors. Proven success leading multimillion-dollar projects from presales through deployment and operational handover while ensuring customer satisfaction, revenue growth, and strategic business outcomes. Expert in managing cross-functional teams, vendor ecosystems, PMO governance, risk management, and service delivery excellence. Extensive experience with Cisco, Microsoft, Avaya, Genesys, cloud solutions, collaboration platforms, and managed services environments.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Senior Project Manager
Orange Business
12.2023 - Current
- Lead strategic projects and transformation programs for enterprise customers across IT infrastructure, contact center modernization, and unified communications platforms.
- Manage project portfolio valued at over $50M annually.
- Define project scope, schedules, milestones, and governance frameworks.
- Lead customer engagement throughout project lifecycle.
- Oversee implementation of Contact Center Platforms, Unified Communications, Collaboration Solutions, Network Infrastructure, Security Solutions and Managed Services.
- Monitor KPIs, SLAs, financial performance, and customer satisfaction.
- Coordinate internal delivery teams and external technology vendors.
- Conduct executive-level project reporting.
- Customer Services & Operations
Lead Project Manager
Orange Business Services
07.2017 - 12.2023
- Managed enterprise ICT projects involving collaboration systems, network modernization, and customer experience solutions.
- Developed and executed integrated project plans and Business Case Development for international, Contact Center projects.
- Led stakeholder communications, risk mitigation, and resource coordination.
- Delivered projects with a high success rate in time, scope, and budget.
- Standardized reporting and documentation, improving PMO compliance and Change Control Processes.
Project Manager
LINK Development
12.2012 - 06.2017
- Project planning and execution.
- Resource allocation and forecasting.
- Customer communication and reporting.
- Vendor coordination and contract management.
- Risk and issue management.
- Quality assurance and acceptance management.
Associate Project Manager
Informatique for Information Technology
09.2008 - 07.2012
- Supported implementation of enterprise voice and collaboration systems.
- Coordinated project activities between engineering and customer teams.
- Participated in solution design and deployment planning.
Senior Technical Instructor
Global Knowledge
11.2005 - 08.2008
- Delivered high-level technical training (MCSE, Exchange, SharePoint, Lync).
- Facilitated immersive workshops and customized learning experiences.
- Mentored junior instructors and enhanced Microsoft curriculum alignment.
Education
Professional Program in Project Management -
The American University in Cairo (AUC)
Bachelor of Electrical Engineering - ECE Department
Ain Shams University – Faculty of Engineering
Computer Programming - C++ (Intro)
Conestoga College
German language - B1
Goethe-Zertifikat
Skills
- Genesys Cloud CX
- Workforce Management
- Reporting
- LAN/WAN Infrastructure
- Microsoft Azure
- Amazon Web Services
- ServiceNow
- Agile
- Scrum
- Jira
- Program & Project Management
- PMO Governance
- Digital Transformation
- Unified Communications
- Contact Center Solutions
- Enterprise Infrastructure
- Customer Experience (CX)
- Agile & Waterfall Methodologies
- Stakeholder Management
- Resource Management
- Budget & Financial Control
- Risk & Change Management
- Service Transition
- Service Management
- Presales Support
Certification
- PMI Agile Certified Practitioner (PMI-ACP), PMI
- Project Management Professional (PMP), PMI
- SIAM foundation certification
- ITIL Foundation Certificate – IT Service Management
Custom Section
- Genesys Cloud CX
- Workforce Management
- Reporting
- LAN/WAN Infrastructure
- Microsoft Azure
- Amazon Web Services
- ServiceNow
- Agile / Scrum
- Jira
References
Available upon request.
Timeline
Senior Project Manager
Orange Business
12.2023 - Current
Lead Project Manager
Orange Business Services
07.2017 - 12.2023
Project Manager
LINK Development
12.2012 - 06.2017
Associate Project Manager
Informatique for Information Technology
09.2008 - 07.2012
Senior Technical Instructor
Global Knowledge
11.2005 - 08.2008
Professional Program in Project Management -
The American University in Cairo (AUC)
Bachelor of Electrical Engineering - ECE Department
Ain Shams University – Faculty of Engineering
Computer Programming - C++ (Intro)
Conestoga College
German language - B1
Goethe-Zertifikat