Senior Engineer, Customer Management Solutions

Job description / Role

The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

This role will primarily focus on technically governing Ooredoo 's Customer Management Solutions domain, which includes CRM, Point of Sale, Loyalty Management, and other systems used to manage and maintain customers by expanding, tailoring and architecting the applications to cater for increased services adoption, new features and enhancements, existing services re-use, and new concepts and innovations in the industry.

This role will provide technical expertise for Ooredoo Customer Management Solutions domain applications design, capacity and enhancement. She/he will analyze , design, and govern the projects and the needed development focusing on the applications in the area considering their evolving Technologies, in the addition to enhancing the features , performing as-is and to-be design and architecture analysis, defining and executing lifecycle management compliance checkpoints and reviews, in accordance with Ooredoo's vision in its roadmap.

Key Activities:

- Responsible for the planning and the design of Customer Management Solutions domain which includes but not limited to Point of Sales (POS), Customer Relationship Management (CRM), Loyalty Management System (LMS), and Customer Care support applications like Social Media Care, Knowledge Management, Speech Analytics, and Scripting.
- Define and Design the overall architecture for the applications in the domain in accordance with the enterprise provisioning flows, and plan their deployments accordingly based on projects requirements and industry best practices.
- Work closely with business teams to understand their requirements and roadmaps, and translate them to Technical requirements.
- Work hand in hand with other Applications and infrastructure planners to streamline and align integration requirements across end to end flows.
- Work on enhancing Ooredoo's the related domain applications Architecture, Application Integration flows and Protocols, Application Frameworks, and their related Technologies.
- Understand the different provisioning flows and customer sales and service concepts.
- Understand the sales flows from Lead, Opportunity, Quote, to Sales Order.
- Explore and understand the new trends in the Telco retail and CRM systems.
- Technically understand & enhance the concepts of eligibility rules & Know Your Customer (KYC).
- Maintain the Product Catalogue of all the different services offered by Ooredoo.
- Govern the design of Customers offers bundling and promotions, and continuously enhance the framework in order to reach maximum optimization and fastest time to market.
- Understand and enhance the flows of the integration points with other systems to get relevant needed data to serve the customers.
- Maintain the Loyalty engine design and configuration and spot opportunities for optimization, through enrolment, earning, and redemption.
- Plan and Manage flow designs of Number Management System.
- Manage and optimize the cash management functionalities in POS and the payment details submission for other systems for processing.
- Govern the design of Knowledge Management Taxonomy and enforce its alignment upon having new published articles.
- Work Hand in Hand with Enterprise architecture team to implement the agreed reference architecture.
- Maintain clean and clear reference documentation for all features and web services used in the customer Management Solutions domain.
- Perform discussions with the internal and external stakeholders to achieve high levels of quality and maximal functionality in the technical implementation of solutions
- Align and approve designs for Change Requests (CRs) on the domain area systems handled by other Technical Teams.
- Manage day to day issuing of work orders to operations team for any system change
- Conduct feasibility studies.
- Support new projects RFP releases, technical evaluations and reviews
- Technical document creation (Projects Specifications document, engagement documents, RFP's and RFQ's, Evaluation sheets, etc.) as per the Company processes & procedures
- Verify SI/ vendors scope of work and technical designs in projects.
- Align with company's procedures and policies during projects implementations, related to Enterprise architecture, Security, Infrastructure, and any other required internal entity.
- Lead & Conduct systems integration testing, and support UAT.
- Ensure any project completion and closure by obtaining sign off from all main stakeholders (i.e. Operations & Business teams), and proper handover to relative teams.
- Evaluate and plan software, sizing capacity, and licenses against the current load and forecasted needed expansions in the area responsible for.
- Plan for needed upgrades for Applications, Databases &Operating systems in the area responsible for.
- Provide support on special projects as and when assigned by senior management.
- Ensure that upper management is informed on all critical issues pertaining to the area responsible for and makes recommendation for improvements
- Aligning implementations with Ooredoo group enterprise architecture strategy & Roadmap.
- Assess new ICT Solutions market trends and identify the benefits to Ooredoo and impact of this new technology on current echo system.
- Prepare the needed business cases, business benefit & ROI documents with every new investment.
- Work closely with Ooredoo group to share best practices and ensure efficient synergy.
- Work with stakeholders, both management level and SME level across the organization and within ICT division to contribute in building the holistic view of the organization's strategy, processes, and link this to the ICT department strategy. Contribute to the motivation of junior staff, providing day to day assistance where necessary.
- Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Other duties as directed by supervisor or other superiors.

Requirements

Other Information:

- 3-4 Required years of relevant experience.
- Expertise in CRM and Telco retail systems, with proven deployments.
- Experienced in Services activation flows.
- Experienced in Sales concepts and flows.
- Awareness of new trends and best practices in Telecom retail and CRM systems.
- Proven ability to design, optimize and integrate business processes across different systems and mobile technologies.
- Experience in Siebel CRM is an advantage.
- Strong experience with JAVA, Oracle, PL/SQL, SQL, and Linux.
- Knowledge of software development life cycle and project life cycle
- Hands-on experience in analysis and implementation of software
- Strong knowledge in ITIL, eTOM, TOGAF, and TM Forum principles and enterprise wide adoption.
- Good knowledge of MS Office applications like Excel, Word etc.
- Excellent command of both written and verbal English, Arabic would be an advantage
- Strong Analytical skills
- Fair Project Management skills
- Strong Technical skills
- Strong interpersonal communication skills
- Ability to rapidly learn new concepts and business models.

Qualification:

- Bachelor degree in Computer Science/ Telecoms / Communications / Electronics Engineering or related discipline and appropriate registration with a recognized professional institute

About the Company

We are a leading international communications company delivering mobile, fixed, broadband internet, and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching peoples lives and our belief that we can stimulate human growth by leveraging communications to help people achieve their full potential.

Formerly known as Qtel Group, we have a customer base of 92.9 million and reported revenues of USD 9.3 billion in 2012.