Supervisor, Mobile Data QoS & CEM

Full Time
First Shift (Day)
Experience: Fresh
Old Cairo, Egypt

1 Vacancy

Job Summary

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

Supervisor, Mobile Data QoS & CEM

Full Time
First Shift (Day)
Experience: Fresh
Old Cairo, Egypt

1 Vacancy

Job Summary

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