Customer Experience Management (CEM) Engineer📣 Job Ad

About the Role

Tangent International is seeking an experienced Customer Experience Management (CEM) Engineer for a contract position in Riyadh, Saudi Arabia. This role requires 5-10 years of experience and focuses on the operation, maintenance, and optimization of a telecom Customer Experience Management platform.

Role Overview

The CEM Engineer will be responsible for analyzing customer experience across network, service, and business domains, identifying service degradation, and correlating customer experience KPIs with underlying network performance. This position integrates CEM platform operations, telecom service assurance, data analytics, and end-to-end root cause analysis.

Key Responsibilities

• Operate and maintain Huawei SmartCare or an equivalent CEM platform.
• Monitor platform availability, health, and performance.
• Integrate network elements and data sources into the CEM environment.
• Monitor experience across Voice, Data, SMS, VoLTE, VoNR, OTT, and digital services.
• Analyze customer experience and service-quality KPIs.
• Identify degradation affecting customer segments, services, and locations.
• Conduct customer journey and service-impact analysis.
• Correlate complaints with network KPIs, alarms, and performance indicators.
• Perform end-to-end RCA across RAN, Core, Transport, IMS, and service platforms.
• Develop dashboards and automated operational/management reports.
• Use SQL for data extraction and analysis.
• Support closed-loop optimisation and validate corrective actions.
• Work closely with NOC, RF Optimisation, Core, Transport, IT, Marketing, Digital Services, and Customer Care teams.
• Support VIP investigations, major incidents, and post-incident reviews.

Experience and Technical Skills

Candidates must possess 5-10 years of experience in a CEM engineering role. Proficiency in operating and maintaining CEM platforms such as Huawei SmartCare or equivalent is required. The role demands strong analytical capabilities, including the use of SQL for data extraction and analysis, and expertise in performing end-to-end Root Cause Analysis across various telecom network domains (RAN, Core, Transport, IMS, service platforms).

Collaborative Environment

The CEM Engineer will work closely with various internal teams, including NOC, RF Optimisation, Core, Transport, IT, Marketing, Digital Services, and Customer Care. This collaborative approach is essential for supporting VIP investigations, major incidents, and post-incident reviews, ensuring comprehensive service assurance.

Role Impact

This position offers the opportunity to directly improve service quality and operational performance by leveraging network and customer-level analytics. The role operates at the intersection of customer experience, network performance, and service assurance, contributing significantly to overall service excellence. Salary for this contract position will be discussed during the interview process.