Job description / Role Job Type
Full Time Job Location
Egypt Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
IT - Network Administration Company Industry
Telecoms

About the role

Purpose of the job:

Responsible for the development and implementation of CEM (Customer Experience Management) to maintain and enhance the overall customer experience and satisfaction for all the mentioned domains.

Duties and responsibilities:

Having a wide scope of technical knowledge in GSM/UMTS signaling analysis to be able to tackle and solve complex technical problems in different fields for voice network covering all services related to CS, IMS, VAS, and roaming. Responsible for service level management of Orange products in the data domain. Interfacing and dealing with different teams inside technology teams like Core, DN, Optimization, Radio, and outside technology like commercial (Marketing & Sales) and Finance. Understanding business objectives and extracting the needed business value from the data sources. Troubleshoot signaling related problems in Voice and VoLTE Domain (AIF, IuCS, IMS). Perform campaigns studying the different Orange OSS/BSS vendors and benchmarking signaling performance among them to ensure they meet the target service level. Contribute to the in-house development of the CEM (Customer Experience Management) tool which is being used widely by different company entities (Commercial, CS, and Technology & Strategy). Adapting in-house-developed solutions (like CEM) to be used in other Orange affiliates in coordination with Orange management (both Technical and Commercial departments). Deliver customer insights and initiatives to improve customer experience and smart Capex allocation. Contribute to new features or trials implementations and testing ensuring proper network deployment and operation from lab testing to live trials. Correlate between different CEM touchpoints to highlight revenue leakage, churn probability, new revenue streams, or fraud and abuse cases. Perform daily health checks and KPIs monitoring for Data services. Interface with all the stakeholders of the CEM project from different departments to define objectives and deliverables for each phase of CEM implementation. Monitor and evaluate the impact of chronic and critical network problems on revenue and customer experience then provide regular reports to upper management about needed plans of action. Assess and introduce new technologies supporting QoS needs and requirements to top management and suggest improvements and enhancements. Perform regular daily checks for voice services, troubleshoot, and report detected issues. Ensure that daily/monthly QoS dashboards are aligned with department objectives in maintaining service level agreements. Design dashboards that will reflect customer experience using the Orange network by evaluating and weighing the different touchpoints between the customer and the network and building QoE indices to reflect those touchpoints' performance. Ensure data integrity and completeness to provide actionable insights.

Job specifications

Education:

University degree, BSc, Faculty of Engineering, Communications.

Experience:

Minimum 3 years of experience, 2 of which in the telecommunications field with substantial leadership and management skills preferably. Background in an analytical troubleshooting position preferable in mobility protocol analysis and quality assurance (GSM, DCS, GPRS, Data or similar systems).

Skills and abilities:

Very good English both written and spoken. Excellent computer skills. Exceptional interpersonal skills in terms of communication and motivating others, due to the sensitive and diverse nature of work as QoS. Conflict management abilities. Innovative self-developing mindset. Very good business sense. Very good presentation skills. Excellent knowledge of GSM systems and protocols. About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.

Apply Now