CEM Engineer – Service Quality & Customer Experience

About the role

The CEM Engineer will operate within the Service Operation Center (SOC) to ensure high service quality and an excellent customer experience. You will work closely with monitoring teams, network operations and customers to identify, analyse and resolve performance issues.

Key responsibilities

• Manage Service Quality Management (SQM) and Customer Experience Management (CEM) processes in the SOC.
• Analyse service degradation incidents detected by the Service Monitoring Team using ZTE Big Data tools.
• Manually investigate customer complaints when automated demarcation is insufficient.
• Provide detailed information and support to NPO/NOC, BO and OML teams during troubleshooting.
• Produce analysis reports for proactive service/experience problems and customer complaints.
• Present Big Data and SOC analysis results to customers and address daily concerns.
• Monitor monthly Key Quality Indicators (KQI) and Quality of Experience (QoE) against targets.
• Develop and track improvement plans for KQI and QoE with relevant operational teams.

Required profile

• Bachelor’s degree or higher.
• At least 3 years of experience in core network maintenance, wireless network optimisation or CEM.
• Basic knowledge of database technologies.
• Familiarity with SQL, Python or Power BI is preferred.

Required skills

• SQL
• Python
• Power BI
• Big‑Data analysis (ZTE tools)
• Database fundamentals