CEM – Customer Experience Management Engineer

Role Purpose

Operate, maintain, and optimize the Customer Experience Management (CEM) platform to proactively monitor customer experience across network, service, and business domains. Analyze customer experience KPIs, identify service degradation, correlate customer experience with network performance, and support end-to-end issue resolution to improve overall customer satisfaction and business performance.

Key Responsibilities

CEM Platform Operations

• Operate and maintain the Huawei SmartCare CEM platform (or equivalent CEM solution).
• Ensure continuous availability, health monitoring, and performance optimization of the CEM platform.
• Perform routine platform health checks, preventive maintenance, and system upgrades.
• Support integration of network elements and data sources into the CEM platform.

Customer Experience Monitoring

• Monitor customer experience indicators across Voice, Data, SMS, VoLTE, VoNR, OTT services, and digital channels.
• Track customer experience KPIs and service quality trends.
• Detect service degradation affecting customer segments, locations, or specific services.
• Perform customer journey analysis across multiple network domains.

Data Analytics & Reporting

• Analyze large datasets to identify service quality issues and customer experience trends.
• Correlate customer complaints with network KPIs, alarms, and performance indicators.
• Develop dashboards and automated reports for management and operational teams.
• Produce daily, weekly, and monthly customer experience reports with actionable recommendations.

Root Cause Analysis & Optimization

• Perform end-to-end root cause analysis for customer experience issues.
• Correlate information from RAN, Core, Transport, IMS, and Service platforms.
• Support closed-loop optimization activities to improve customer experience KPIs.
• Verify the effectiveness of corrective actions after implementation.

Cross-Functional Collaboration

• Coordinate with NOC, RF Optimization, Core Network, Transport, IT, Marketing, Digital Services, and Customer Care teams.
• Support VIP customer issue investigations.
• Participate in major incident management and post-incident reviews.
• Provide technical recommendations to improve customer satisfaction.

Automation & Continuous Improvement

• Develop SQL queries for data extraction and analysis.
• Automate routine reporting and KPI monitoring wherever possible.
• Support dashboard development using BI/reporting tools.
• Recommend enhancements to CEM analytics, KPIs, and operational processes.

Qualifications

Education

• Bachelor’s degree in Telecommunications Engineering, Electronics Engineering, Computer Engineering, Computer Science, Information Technology, or a related field.

Experience

• 3–5 years of experience in:
  • Customer Experience Management (CEM)
  • Service Quality Management (SQM)
  • Network Performance Management
  • Telecom Analytics
• Hands-on experience with Huawei SmartCare CEM is highly preferred.
• Experience with other CEM platforms is an advantage.
• Experience working with mobile operators or telecommunications organizations is preferred.

Technical Skills

Telecom Knowledge

• LTE/5G architecture
• IMS & VoLTE fundamentals
• RAN, Core, Transport, and IP networks
• Service Quality Management (SQM)
• Customer Experience Management (CEM)
• End-to-End service assurance
• Telecom KPIs and SLA monitoring
• DPI experience
• PS Core experience

Data & Analytics

• SQL and database querying
• Data mining and analytics
• Dashboard development
• Reporting tools (Power BI/Tableau or similar)
• Microsoft Excel (Advanced)

CEM Platforms

• Huawei SmartCare
• Experience with other CEM platforms is a plus.

Network Performance

• Network KPI analysis
• Customer experience KPI analysis
• Alarm correlation
• Root cause analysis
• Service impact analysis

Soft Skills

• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Ability to work under pressure in a 24/7 operational environment
• Strong stakeholder management
• Team player with cross-functional collaboration skills

Key Performance Indicators (KPIs)

• Customer Experience Index (CEI) improvement
• Service Quality KPI achievement
• Reduction in customer-impacting incidents
• Mean Time to Detect (MTTD)
• Mean Time to Resolve (MTTR)
• Reporting accuracy and timeliness
• Platform availability
• Successful completion of root cause analyses
• Automation and process improvement initiatives
• Customer complaint resolution support

Preferred Certifications

• ITIL Foundation
• Oracle SQL or Database Certification
• Data Analytics or Power BI Certification