Purpose of the Job
- Responsible for the development and implementation of CEM (Customer Experience Management) to maintain and enhance the over all customer experience and satisfaction for all the mentioned domains.
Duties and Responsibilities
- Having a wide scope technical knowledge in GSM/UMTS signaling analysis to be able to tackle and solve complex technical problems in different fields for voice network covering all services related to CS,IMS,VAS and roaming
- Responsible for service level management of orange products in data domain
- Interfacing and dealing with different teams inside technology teams like Core, DN, Optimization, Radio, and outside technology like commercial (Marketing & sales) and Finance.
- Understanding business objectives and extracting the needed business value from the data sources.
- Troubleshoot signaling related problems Voice and Volte Domain (aif,IuCS,IMS)
- Perform campaigns studying the different Orange OSS/BSS vendors and benchmarking singling performance among them to ensure they meet the target service level.
- Contribute in the in-house Developing of CEM (Customer Experience Management) tool which is being used widely by different company entities (Commercial, CS, and Technology & Strategy).
- Adapting in-house developed solutions (like CEM) to be used in other Orange affiliates in coordination with Orange management (both Technical and Commercial dpts.).
- Deliver customer insights and initiatives to improve customer experience and smart Capex allocation
- Contribute to new features or trials implementations and testing ensuring proper network deployment and operation from lab testing to life trials.
- Correlate between different CEM touch points to highlight revenue leakage, churn probability, new revenue streams, or fraud and abuse cases.
- Perform daily health checks and kpis monitoring for Data services
- Interface with all the stakeholders of the CEM project from different departments to define objectives and deliverables for each phase of CEM implementation.
- Monitor and evaluate the impact of the chronic and critical network problem on revenue and customer experience then provide regular reports to upper management about needed plan of actions.
- Assess and introduce new technologies supporting QoS needs and requirements to top management and suggest improvements and enhancements
- Perform regular daily checks for voice services, troubleshoot and report detected issues.
- Ensure that daily / monthly QoS Dashboards are aligned with department objectives in maintaining service level agreement.
- Design dashboards that will reflect customer experience using Orange network by evaluating and weighing the different touch points between the customer, network and building QoE indices to reflect those touch points performance.
- Ensure data integrity and completeness to provide actionable insights
Job Specifications
Education
University degree, BSc, Faculty of engineering, Communications.
Experience
1. Minimum 3 years of experience, 2 of which in telecommunications field with substantial leadership and management skills preferably.
2. Background in an analytical troubleshooting position preferable mobility protocol analysis and quality assurance (GSM, DCS, GPRS, Data or similar systems).
Skills and abilities
1. Very good English both written & spoken.
2. Excellent computer skills.
3. Exceptional interpersonal skills in terms of communications motivating others, due to the sensitive and diverse nature of work as QoS.
4. Conflict management abilities.
5. Innovative self developing mindset.
6. Very good business sense.
7. Very good presentation skills.
8. Excellent knowledge of GSM systems and protocols.