CEM Engineer

Position responsibilities
:

1.Work in SOC (Service Operation Center) and responsible for SQM & CEM (Service Quality & Customer Experience) management.

2.Analyze and demarcate Service/Experience degradation problems detected by Service Monitoring Team via ZTE Big Data tool.

3.Manually analyze and demarcate customer complaints when system automated demarcation failed or incorrect.

4.Provide necessary information and support to the relevant teams including NPO/NOC BO/OML when troubleshooting.

5.Output Analysis report for customer complaint and service/experience proactive problems.

6.Present Big Data/SOC analysis reports to customer and answer daily customer concerns.

7.Analyze KQI (Key Quality Indicator) and QoE (Quality of Experience) situation and compare with target indicators every month.

8.Provide KQI and QoE improvement plan and send to NPO/NOC BO to improve, and track the progress.

Position qualification:

1.BSc in EEE or relevant subject.

2.Totally over 2 years experience of Core Network field or Customer Experience Management.

3.Basic knowledge of Telecommunication Network including UMTS, LTE, EPC Technology and Core, Bearer, RAN Network.

4.Basic Knowledge on Database, Hadoop and Big Data technology.

5.Personnel familiar with SQL and Python is preferred.