Customer Experience Management

Job Title: Customer Experience Management (CEM) Engineer

Recruiting Company: TANINT Recruitment

Job Location: Saudi Arabia

Job Type: 12-Month Extendable Contract

Contract Duration: 12 Months (Extendable)

Industry: Telecommunications | Customer Experience Management | Service Quality Management

Position Summary

TANINT Recruitment is seeking an experienced Customer Experience Management (CEM) Engineer to support a major telecommunications program in Saudi Arabia. The successful candidate will be responsible for operating, maintaining, and optimizing a CEM platform to monitor customer experience across network, service, and business domains while driving improvements in service quality and customer satisfaction.

Detailed Job Description

As a CEM Engineer, you will play a critical role in transforming network performance data into actionable customer experience insights. You will monitor and analyze customer and service quality indicators across LTE, 5G, Core, IMS, and Transport domains, identifying service degradations and assessing their impact on subscribers. Working closely with Operations, RAN, Core, Transport, and Service teams, you will conduct root cause investigations, correlate network events with customer experience trends, and recommend corrective actions to improve service quality. The role requires strong experience with telecom analytics platforms, data analysis, KPI management, and customer experience monitoring solutions. This is an excellent opportunity for telecom professionals who are passionate about leveraging data to enhance network performance and customer satisfaction.

Key Responsibilities

• Operate, administer, and optimize Customer Experience Management (CEM) platforms.
• Monitor customer experience KPIs and service quality metrics across mobile network domains.
• Identify service degradations and analyze their impact on subscribers and business services.
• Correlate customer experience trends with network performance indicators.
• Perform root cause analysis for customer experience and service quality issues.
• Analyze LTE, 5G, IMS, VoLTE, Core Network, and Transport performance data.
• Generate reports, dashboards, and customer experience insights for operational and management teams.
• Support proactive service assurance initiatives to improve customer satisfaction.
• Work closely with RAN, Core, Transport, Operations, and Service teams to resolve service-impacting issues.
• Develop recommendations for performance optimization and customer experience enhancement.
• Support incident investigations, escalation management, and service quality reviews.
• Ensure data accuracy and integrity across CEM monitoring and reporting platforms.
• Contribute to continuous improvement initiatives focused on service quality and customer experience management.

Required Qualifications & Skills

• Bachelor’s Degree in Telecommunications Engineering, Electronics Engineering, Computer Engineering, Information Technology, Data Analytics, or a related field.
• 3-5 years of experience in Customer Experience Management (CEM), Service Quality Management (SQM), or Telecom Performance Management.
• Hands-on experience with Huawei SmartCare platform.
• Strong knowledge of LTE and 5G mobile network technologies.
• Good understanding of RAN, Core Network, Transport, IMS, and VoLTE architectures.
• Experience working with PS Core environments and Deep Packet Inspection (DPI) technologies.
• Strong knowledge of customer experience and service quality KPI analysis.
• SQL querying and database analysis skills.
• Experience performing root cause analysis and customer-impact assessments.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Excellent reporting, presentation, and stakeholder communication skills.
• Ability to translate technical network events into business and customer experience impacts.

Nice-to-Have Skills

• Experience with Power BI, Tableau, or similar business intelligence and reporting platforms.
• Advanced Microsoft Excel skills including analytics and reporting functions.
• ITIL Foundation certification.
• Oracle SQL or Oracle Database certification.
• Data Analytics, Business Intelligence, or Power BI certification.
• Experience with Ericsson Expert Analytics.
• Experience with Nokia AVA or similar telecom analytics platforms.
• Knowledge of AI-driven service assurance and customer experience analytics solutions.

Recruitment Pro Tip

For CEM Engineering positions, recruiters are particularly interested in measurable business impact. Highlight examples where your analysis identified customer-affecting i