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Engineer - Optimization and Customer Care (Saudi Nationals)

Engineer - Optimization and Customer Care (Saudi Nationals)

Norconsult TelematicsRiyadh, Riyadh Region, Saudi Arabia
19 منذ أيام
الوصف الوظيفي

Position Objectives :

  • Drive optimization initiatives to enhance overall network quality and customer experience.
  • Ensure end-to-end performance improvements across access, core, and transport layers.
  • Identify performance gaps, recommend corrective actions, and implement optimization plans.
  • Conduct proactive monitoring, analysis, and tuning to achieve measurable KPI / KQI targets.
  • Support service assurance for critical events, high-demand areas, and special deployments.
  • Act as a bridge between technical operations and customer-facing functions for complaint resolution.
  • Promote continuous improvement through collaboration, reporting, and knowledge transfer.

Job Description & Responsibilities

  • Identify areas of network performance improvement and develop targeted optimization plans.
  • Review network configurations and recommend changes to enhance service quality.
  • Monitor optimization activities to ensure no adverse impact on customer experience.
  • Conduct drive test analysis, parameter tuning, and provide performance recommendations.
  • Plan and execute optimization strategies for large-scale events and high-demand scenarios.
  • Monitor, escalate, and coordinate resolution of interference issues affecting performance.
  • Prepare reports on optimization actions, KPI / KQI improvements, and trend analysis.
  • Ensure service performance monitoring and optimization for temporary and mobile sites.
  • Oversee service delivery for shared infrastructure and ensure quality on a best-effort basis.
  • Drive end-to-end optimization across access, core, and transport domains to improve QoS / QoE.
  • Act as the interface between customer care and operations to resolve complaints.
  • Track and prioritize complaint investigations, ensuring SLA compliance and timely closure.
  • Analyze measurement data (OSS, probes, scanners, drive tests) to identify root causes.
  • Collaborate with cross-functional teams to implement corrective and optimization actions.
  • Facilitate knowledge transfer by preparing training plans and coaching project staff.

    • Qualifications & Experience

  • Bachelor’s degree in Computer Science, Telecommunications, or Engineering.
  • 8+ years of professional experience in telecom / network roles, preferably with large-scale operators or vendors.
  • At least 3 years in senior network optimization positions with proven focus on service quality.
  • Strong technical expertise in 4G / 5G network performance, service optimization, and quality management.
  • Proficiency in applying KPIs, KQIs, and SQIs for monitoring, reporting, and performance analysis.
  • Skilled in troubleshooting, parameter tuning, and optimization using industry-standard tools.
  • Excellent communication, leadership, and interpersonal skills in multicultural environments.
  • Proficient in MS Office Suite (Word, Excel, PowerPoint, Visio).

    • Seniority level

  • Associate

    • Employment type

  • Full-time

    • Job function

  • Design and Engineering

    • Industries

  • Telecommunications

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    إنشاء تنبيه وظيفي لهذا البحث

    Engineer And Saudi • Riyadh, Riyadh Region, Saudi Arabia