Engineer - Optimization and Customer Care

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).