Technical Customer Experience Principal Engineer
Etisalat Misr, Egypt
Job Description
Job Details
1)Leading and Coaching group of engineers for monitoring the Customer Experience through all the possible interfaces to be able to track any type of degradation that may affect the customer perception,
2)giving recommendations to sustain performance improvement,.Analyzing Customers KPIs and network trends,
3)providing rich insights, ,Utilizing Customer Complaints tools (NPA, smartcare, UPM,..) to analyize user experience,Act as technical interface with SOC (Huawei MS) to govern daily KPIs reporting and data tickets handling,Develop studies upon request for various hot issues (coverage gaps, chronic areas, Work hand in hand with IT teams to launch new solutions (USSD automatic handling, RCA (Root Cause Analysis), KPIs automatic reporting,,..)
4)Creating an automated dashboard to detect various network intervention actions (Performance settings change, expansions, vendor swaps & new sites’ activation) that provides before/after KPIs benchmarking besides other business ROI in terms of revenue & usage. The output analytics from such dashboard to be usable by strategy & budgeting teams for dynamic/on spot decision making.
5)Digging for use Cases for faster reactivity of CC & Commercial teams providing per customer behavioral profiling data available on spot.
Handling Commercial provided Etisalat Competitive Position Reports from Network Perspective (Currently the TRI*M is used from commercial side).
Job Specification
Qualifications Essential
University Degree in : BSC of Engineering - Electronics & Telecommunications,Minimum years of Experience: 3 -5years, 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 ; Aware of Tx and IP BB architecture. • Knowledgeable in Automation tools,; Analytic mind in problem solving • Advanced effective soft skills (Communications, Time management and conflict resolution)
Qualifications Desirable
Ability to work under pressure, dedicated hard worker - Professional reporting skills. - Strong analytical, Practical, creative and interpersonal skills.
Experience Desirable
1- GSM / UMTS fundamental and over view
2- GSM/UMTS features and algorithms
3-HSDPA System
Experience Essential
At least 2 Years’ experience within one of the network operational or functional teams