Date:
Feb 20, 2014
Location
, New Jersey, US
Req ID: 1469
Job Segment: Consultant, Consulting, Telecom, Telecommunications, Manager, Technology, Contract, Management
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Ericsson is a world-leading provider of telecommunications equipment
and services to mobile and fixed network operators. Over 1,000 networks
in more than 180 countries use our network equipment, and more than 40
percent of the world's mobile traffic passes through Ericsson networks.
We are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards (including 2G, 3G, and 4G). Our networks, telecom services and multimedia solutions make it easier for people, across the world, to communicate.
Working in 175 countries, with more than 110,000 employees, Ericsson continuously drives innovations and establishes the standards that lead the industry. Ericsson's patent portfolio is seen as a major tool in supporting Ericsson's commercial objectives, by providing "freedom of action" on our own technologies and products as well as revenue generation by our out-licensing program.
Ericsson Consulting and Systems Integration is looking for a Customer Experience Management (CEM)/Service Quality Management (SQM) Technology Consultant to lead consulting efforts focused on helping customers improve end to end Service Quality through the use of processes, systems, organizational structure, metrics (KPIs) and systems functionality. The focus on end to end service quality results in superior Customer Experience Management from services consumed. The position requires the development of consulting offers focused on SQM and CEM, working with other Ericsson organizations (e.g., Systems Integration, OSS products) for developing such offers and leading the delivery of consulting services around SQM and CEM.
The candidate is expected to have hands on experience with CEM and SQM from a process, KPI, organizational and systems perspective. This includes a technical understanding of mobile and fixed line services (e.g., VoLTE, IPTV) and the requirements for Service Quality Management on these platforms. An ability to articulate the value proposition for Service Quality Management and Customer Experience Management with C level management is required. Knowledge of industry Best Practices for CEM and SQM and the associated benefits afforded is highly desirable.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Primary country and city: United States (US) || New Jersey || No Selection || Consulting&SysInt
We are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards (including 2G, 3G, and 4G). Our networks, telecom services and multimedia solutions make it easier for people, across the world, to communicate.
Working in 175 countries, with more than 110,000 employees, Ericsson continuously drives innovations and establishes the standards that lead the industry. Ericsson's patent portfolio is seen as a major tool in supporting Ericsson's commercial objectives, by providing "freedom of action" on our own technologies and products as well as revenue generation by our out-licensing program.
Ericsson Consulting and Systems Integration is looking for a Customer Experience Management (CEM)/Service Quality Management (SQM) Technology Consultant to lead consulting efforts focused on helping customers improve end to end Service Quality through the use of processes, systems, organizational structure, metrics (KPIs) and systems functionality. The focus on end to end service quality results in superior Customer Experience Management from services consumed. The position requires the development of consulting offers focused on SQM and CEM, working with other Ericsson organizations (e.g., Systems Integration, OSS products) for developing such offers and leading the delivery of consulting services around SQM and CEM.
The candidate is expected to have hands on experience with CEM and SQM from a process, KPI, organizational and systems perspective. This includes a technical understanding of mobile and fixed line services (e.g., VoLTE, IPTV) and the requirements for Service Quality Management on these platforms. An ability to articulate the value proposition for Service Quality Management and Customer Experience Management with C level management is required. Knowledge of industry Best Practices for CEM and SQM and the associated benefits afforded is highly desirable.
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Lead a team of consultants to support strategic opportunities arising from customers in Regions that are looking to deploy or improve existing SQM/CEM capabilities including processes, organization, SQM KPIs, SQM systems and architectures
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Ability to articulate the relationship between network level KPIs and the aggregation and synthesis of these KPIs into meaningful end to end KPIs for SQM/CEM
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Ability to assess and articulate business strategy for SQM and CEM and develop roadmaps for improving a Service Provider SQM and CEM capability
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Develop solution architectures for CEM/SQM deployment based on industry Best Practices including Ericsson and 3rd party product offerings as well existing infrastructure and OSS of the service provider
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Develop a migration plan for network and subscribers to go from the service provider’s current environment to a target CEM/SQM environment
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Support development of technical requirements for CEM/SQM initiatives (e.g., process, technical, KPIs, system)
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Provide guidance and input during the delivery of SQM/CEM product solutions to customers including System Integration
REQUIRED SKILLS
A scientific or technical degree is required. In general, candidates for this job would have the following levels of experience:
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The successful candidate is expected to be well-versed in different technologies for mobile and fixed networks including applicable resource, network and resource metrics, methods and systems for collection of these metrics and the development of end to end CEM/SQM metrics
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Knowledge of and experience with Service Providers on CEM/SQM projects including CEM/SQM system architectures
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Knowledge of applicable industry standards and metrics (e.g. eTOM, 3GPP) and Service Quality management frameworks and process flows.
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Knowledge of Quality of Service requirements and architectures
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Knowledge of products and systems for collecting KPIs including probes, Performance Management Systems and end to end SQM/CEM systems
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Understanding of and experience with developing service models that reflect end to end SQM requirements and utilize a variety of data sources (e.g., underlying network or resource metrics, trouble tickets, CDRs, device agents) to build end to end SQM metrics and automated generation of SQM analysis results
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Knowledge of Best in Class metrics and thresholds for SQM and CEM metrics (e.g., mobile networks, IPTV)
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Deep experience in developing SQM service dashboards
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Understanding of CEM/SQM within the overall Service Provider Operations infrastructure (e.g., links with Service Assurance, Customer Relationship Management)
A scientific or technical degree is required. In general, candidates for this job would have the following levels of experience:
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MS. or Ph.D. in Telecommunications, Computer Science, or Electrical Engineering with over 7 years of experience in the area of mobile and fixed networks
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At least three years of experience working with Service Providers developing CEM/SQM capabilities, in particular with regard to Consulting projects
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Background suitable for consulting and business development, such as developing offers, value propositions, business strategy, advisory services, etc., in the area of CEM and SQM
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50% travel required
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Primary country and city: United States (US) || New Jersey || No Selection || Consulting&SysInt
Job Segment: Consultant, Consulting, Telecom, Telecommunications, Manager, Technology, Contract, Management
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