Customer Experience Management (CEM) Engineer

Customer Experience Management (CEM) Engineer

Overview

We are seeking an experienced CEM Engineer to operate, maintain and optimise a telecom Customer Experience Management platform. You will analyse customer experience across network, service and business domains, identify service degradation and correlate customer experience KPIs with underlying network performance.

The role combines CEM platform operations, telecom service assurance, data analytics and end-to-end root cause analysis
.

• Operate and maintain Huawei Smart Care or an equivalent CEM platform.
• Monitor platform availability, health and performance.
• Integrate network elements and data sources into the CEM environment.
• Monitor experience across Voice, Data, SMS, VoLTE, VoNR, OTT and digital services.
• Analyse customer experience and service-quality KPIs.
• Identify degradation affecting customer segments, services and locations.
• Conduct customer journey and service-impact analysis.
• Correlate complaints with network KPIs, alarms and performance indicators.
• Perform end-to-end RCA across RAN, Core, Transport, IMS and service platforms.
• Develop dashboards and automated operational/management reports.
• Use SQL for data extraction and analysis.
• Support closed-loop optimisation and validate corrective actions.
• Work closely with NOC, RF Optimisation, Core, Transport, IT, Marketing, Digital Services and Customer Care teams.
• Support VIP investigations, major incidents and post-incident reviews.

• 3-5 years' experience within CEM, SQM, Network Performance Management or Telecom Analytics.
• Strong understanding of LTE/5G architecture.
• Knowledge of RAN, Core, Transport, IP and IMS/VoLTE.
• Telecom KPI and SLA analysis.
• End-to-end service assurance and root cause analysis.
• Data analytics and dashboard/reporting experience.
• DPI and PS Core experience.
• Strong analytical, communication and stakeholder-management skills.

• Hands-on Huawei Smart Care experience is highly preferred.
• Ericsson Expert Analytics, Nokia AVA or similar CEM platform experience.
• Power BI/Tableau.
• Advanced Microsoft Excel.
• ITIL Foundation.
• Oracle SQL/Database certification.
• Data Analytics or Power BI certification.
• Previous mobile operator or telecom vendor experience.

This is an opportunity to work at the intersection of customer experience, network performance and service assurance
, using network and customer-level analytics to directly improve service quality and operational performance.