Customer Experience Management Systems Advisor

Job description / Role

1. Should be experienced in gathering and analyzing end user /business requirements for CEM and SQM solution in various Telecom technologies for different customer types.( Operation, Planning, Marketing, Contact Centers and customer management)
2. Should be fully technically conversant with mobile/fixed technologies including 3G- 4G /LTE , Next Generation Network (NGN), Value added Services (VAS),IP multimedia subsystems (IMS), and ITU-T / IETF / ETSI /3GGP standards.
3. Additional to the technologies and standards, should have expertise in services management and business models related to Voice, Data and VAS.
4. Expertise with databases, data warehouse, Data analytics, domain specific data model(s), data correlation, use case mapping, dashboards/report design, insights generation.
5. Expertise in finding solutions for CEM business cases for Operations, Marketing (reporting Insight and automated campaign management), Customer Care contact centers (automations and Agent Portal), Churn analysis, Customer Analytics and customer Management.
6. The ability to advise to face communications service provider challenges. Make initiatives and advise on direction.
7. Having leadership and management skills to ensure a positive contribution to Customer Satisfaction, Profitable growth.
8. Solution Architecture, Design and Implementation. Selection of Technology, Platforms and 3rd party vendors.
9. Product customization and Systems Integration of CEM/OSS/SQM solutions
10. Working knowledge of Management system (EMS/NMS) and OSS assurance systems like fault management, Performance management , trouble Ticketing, Service Level Management (SLM) . Also should have good understanding of Service fulfillment systems and processes.
11. Prior experience in performing detailed gap analysis of the existing OSS landscape for identifying the improvement and transformation needed.
12. Preparing the OSS specifications in -line with the gap analysis and business-operational requirements.
13. Having excellent experience in Passive Probes used for Signaling/control layer analysis and sessions trace, Performance measurements, active probes, Geo-location and uses cases for Customer experience management (CEM).
14. Dedicated involvement in the design, implementation and integration between OSS systems with other OSS/BSS systems as per the business-operational needs and requirement.
15. Ability to transform requirements into solutions and doing the needed research, trails and pilots.
16. Establishing clear communication with the respective vendors and customers in an effective way for the successful implementation of various projects.
17. Active and productive participation in the process of selection of vendors and the proper assessment about the value of the products and solution.
18. Leading System design, customization and developments and respective fine tuning activities.
19. Work closely with the Project managers for effective planning, implementation and closure of the respective projects
20. Should contribute in solution Testing and validation activities.
21. Should be team player and have ability to work and share ideas and thinking to come to solutions for the complex problems.

The above described the aspects and breakdowns are only the key points but responsibilities are not limited to the above.

Requirements

Analytical skills
Communication skills
Influence & persuasion
Composure
Business Thinking
Persistence
Presentation skills
Leadership
Counseling and coaching
Integrity with the others

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.