Technical Customer Experience Senior Engineer.CTO Office

Job Purpose

Ensuring targets are achieved via solving customer complaints and grouped Geo complaints as well as monitoring the Customer Experience through all the possible interfaces to be able to track any type of degradation that may affect the customer perception, giving recommendations to sustain performance improvement.

Report To Position Name

Ensure that all CS/PS core Network and transmission/IPBB actions are targeting better customer experience beside network better performance and utilization KPIsHandle customer complaints through the new CE tools.Proactively act on any degraded customer experience for customer segments (i.e. Diamond and Corporates)Interfacing with commercial and customer care departments to support them with the customer situation from network point of view.Provide technical expertise and coaching to team members in any advanced technical tasks or analysis.Tackle and solve the worst areas generating customer complaints through USSD channel.Distribute requested tasks, follow-up and ensure reliability of outputs.Generating Dashboards and new Types of KPIs/KQIs to measure Customer experience to take fast and proper actions helping in enhancing Customers perceptionSolo entity for operators services Benchmark (Etisalat/MobiNil/Vodafone) through internal drive test toolsCS/PS nodes/IPBB performance quality managementPeriodic health check tests with various scenarios for CS/PS servicesWi-Fi service experience and performanceBuilding 360 model for all hotspot areas from customer point of view for better monitoring and improvementBuild Proactive customer KQIs for different customer segments

QUALIFICATIONS_ESSENTIAL

University Degree in : BSC of Engineering - Electronics & Telecommunications Ability to manage people , resolve conflicts between team members Understanding company long term plan Computer skills is a must, especially MS excel & Access Very Good in Arabic & English (Reading, Writing & Oral) Very good communication skills Expert in Radio Access technology Expert in CS/PS Core structure and protocols Analytic mind in problem solving Advanced effective soft skills (Communications, Time management and conflict resolution) Professional technical trainer

QUALIFICATIONS_DESIRABLE

Ability to work under pressure, dedicated hard worker Professional reporting skills. Strong analytical, Practical, creative and interpersonal skills.

EXPERIENCE_ESSENTIAL

Minimum years of Experience: 3 years Area of experience: - GSM/UMTS Performance Management (multi vendor) GSM/UMTS configuration management (multi vendor)

EXPERIENCE_DESIRABLE

N/A

CERTIFICATIONS_ESSENTIAL

Essential: WCDMA Air interface GSM Network Features GSM Network statistics WCDMA Protocols GSM Network Tuning WCDMA Functionality Desirable: Introduction CS/ core systems Microwave Basics Coaching and leadership training