Meet the Women of Customertimes

Thirty-two percent of the Director, Delivery Head, and Practice Head roles at Customertimes are filled by women.

The Women in Tech series highlights some of these incredible individuals, and we’re happy to feature Maham Hafeez, our Toronto-based Business Analyst with a serious background in health sciences, next.  

Thanks for joining us, Maham! How did you get your start in technology?  

I came to Canada from Pakistan at the age of 9, and I’ve been living in Ontario since then. I completed my Honours Bachelor of Science (HBSc) from University of Toronto Mississauga with a Specialist in Biotechnology and a Minor in Chemistry.  

I subsequently received a Master of Biotechnology and a Graduate Diploma in Clinical Epidemiology, so my educational background is highly scientific.   

One of my former coworkers at another company was recruited by Customertimes, and she shared the information with me. Someone from HR reached out to me as well, and I liked what I heard about the opportunities available here!  

What do you do for Customertimes?  

I am a Business Analyst! I work with stakeholders to understand the business processes, flows, and requirements, then I coordinate with developers and consultants to bring those business requirements into reality.  

My day-to-day activities consist of calls with clients and our development team to provide clarification and devise solutions. I advise clients on what is feasible from a systems perspective and what might be complex if they take an ad-hoc approach. I also work with the stakeholders to deliver products that are technically stable and end-user friendly.  

What do you love about your job? 

I love the type of work that I do and the people I engage with. My work keeps me challenged, especially when we successfully deliver on complex projects and find a creative way to break them down into simpler solutions. It keeps me engaged and gives me a sense of accomplishment.  

I also work with amazing clients and an incredible team. We work together to adhere to strict timelines, challenge each other to improve ourselves, and celebrate our accomplishments. There is a strong sense of teamwork within the company.  

Why did you decide to pursue a career in technology?  

I always was very technically savvy, and when I was young, I wanted to be an inventor. I wanted to create something new to solve a problem. Over the years, I got involved more in sciences and health sciences, but I always wanted to pursue engineering.  

My career in technology is the result of saying “yes” to a random opportunity at a previous workplace. That company had created a brand-new position to help streamline their technological systems, and they offered it to me. I’m glad I took advantage of the opportunity, because now I am able to solve business problems by implementing relevant technical solutions. 

What has been your most exciting project at CT?  

One of the most challenging projects I’ve worked on was an implementation for a call center. The call center had scripts that needed to be adhered to, but the company had no clear understanding of the business process.  

Our challenge was to integrate the architectural design with the UI design and onboard the team onto the existing platform without negatively impacting current functionality. We also had to be cognizant of their budget considerations.  

I had some experience working in a healthcare call center environment before, and I was able to leverage my experience to help document the process and guide the dev team towards a solution that was both technically feasible and user friendly.  

We were able to successfully launch a pilot program for the system, followed by a full system launch. In the end, both the clients and the end users were happy with the results.  

Why do you think now is a great time to pursue a career in technology?  

Technology has become a regular part of our lives, and it sustains a lot of our activities and businesses. The COVID pandemic itself underscored the need for businesses to change and adapt rapidly, and since technology played a key role in supporting that change, I think now is a great time to begin a tech career!  

Do you have any advice for people who want to pursue a career in technology?  

People from diverse educational backgrounds can be very successful in technology. I personally have a health science background, and I made a move to tech.  

It’s more about knowing how to learn and being able to bridge your knowledge gaps than it is about your background. Try to determine which path you would like to follow in your technical career journey, and then complete courses and certifications that can help you get there. You’ll need to be equipped with the right combination of soft skills and technical skills to achieve your desired career goals.  

And for the women who are considering a career in technology, I’d advise them to keep their knowledge up to date. Don’t let worries about failure hold you back, and take smart risks! Don’t get too comfortable with where you are: keep yourself challenged so you grow and prosper.  

What’s your strategy for successfully managing your team? 

I listen to them and try to understand their pain points and reasoning behind those pain points. I see if there is anything I can do in the way I complete my tasks to help them, and I look for a process suggestion that I can give to help bridge communication gaps. 

What do you like to do outside of work? 

I like to read, hike, exercise, and spend time with family!


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