.. in-person customer support! What You Will Do Provide high-quality virtual customer support through ticket systems (chat and email) and possibly phone Ensure low to medium-complexity customer issues are resolved using procedures Ensure high customer satisfaction and demonstrate empathy while solving customer .. outros
Celfocus is a European high-tech system integrator, providing professional services focused on creating business value through Analytics and Cognitive solutions – addressing Telecommunications, Energy & Utilities, Financial Services and other markets' strategic opportunities. Serving Clients in 25+ countries, Celfocus delivers solutions such as accelerating digital network transformation in Autonomous Networks, elevating and monetising business services in B2B2x ecosystems, and providing highly relevant customer experiences through Hyper-personalisation solutions. Make an impact by working for sectors where technology is the enabler, everything is ground-breaking and there’s a constant need to be innovative. Be part of the team that combines business knowledge, technological edge and a design experience. Our different backgrounds and know-how are key in developing solutions and experiences for digital clients. Face challenges and learn other ways of thinking and seeing the world - there’s always room for your energy and creativity. About the role We are looking for a Telco OSS & Network Analyst with a strong RAN ( Radio Access Network ) Knowledge and interested in international projects (Telecommunication industry). As a part of your job, you will: Capture and understand the requirements needed to implement customer’s needs. Clarify scope, identify assumptions, requirements and dependencies ensuring project alignment amongst all stakeholders. Analyze, challenge, and refine both - functional and technical - requirements from key business and IT/Telco stakeholders. Work closely with the Product Owner(s) and conduct workshops with business stakeholder(s) to clarify/refine requirements and solution details, prioritize requirements according to their needs, while identifying functional gaps, solution assumptions and dependencies. Perform functional and technical GAP analysis of solution to define solution functionality, specific configurations, business logic and integrations to satisfy requirements. Produce Functional Design documents, that aligns user experience journeys and user interface with required back-end integrations, configurations, business rules, data model and state machine changes to be implemented in a solution. In scope of Functional Design, define integration flows [for Solution E2E and localized user/agent journeys], impacts on solution architecture components, API impacts, to define orchestration and data transformation rules, reference data sources, front-end translation mechanisms, etc. Ensure that Functional Design and integration flows are aligned with Solution Architecture guidelines and principals, Security and Performance guidelines. Ensure traceability and coverage of requirements by Functional Design. Review Functional Design and get its approval by Client's Authority board, that includes technical and business stakeholders. Ensure handover of Functional Design to Development phase by walking the Development team through the design and providing clarification of user stories/requirements. Supporting Development and Test teams during their effort estimations, low-level design, development, and testing activities. Amend Functional Design to optimize it based on Development team feedback. Reflect Functional Design in E2E Baseline Solution Design to increment the solution documentation with new designs. Support Solution Transition to the client and to the Production Teams. Follow-up final users in the system homologation process and present workshop sessions regarding newly implemented features. Provide user and functional support on application issues during warranty period. Eventually participate in Pre-sales activities by replying to functional part of RFP/RFI clients' requests. What are we looking for? Master/bachelor’s degree in engineering, computer science or equivalent. Experience working in RAN configuration with (at least) 1 of these vendors (sorted by priority) and correspondent OSS vendor solutions: Ericsson (ENM, OSS-RC), Huawei (U2000, U2020, MAE), Nokia (NetAct) for more than 3 years and with all techs (2G, 3G, 4G and 5G). Know-how about RAN configuration activities: site commissioning, site integration, vendor SWAP, cutovers (rehoming’s), frequency change, neighbors/external cells managing, etc. Understanding of operational procedures regarding RAN support and configuration. Knowledge about vendor Data Models. Experience producing technical/functional design documentation. Good communication skills to conduct meetings and workshops with customers, architecture, and development teams. Fluency in written and spoken English. It will be considered as a plus, Samsung vendor knowledge, Open Ran, RAN optimization, Fault management and work experience with the following tools: Vismon, Unison, Com5, Atoll, Cramer, NetCool, MyCOM. Knowledge of working with RESTful API’s, Python (or other scripting languages) will also be seen as a plus. Nice to have: Experience as an Analyst in IT/Telco delivery projects with hands-on experience of functional analysis. Knowledge and mindset of agile and scrum methodologies. Knowledge of TMForum Frameworks and best practices. Knowledge of Architecture best practices and design patterns. Personal traits: Ability to adapt to different contexts, teams and Clients Teamwork skills but also sense of autonomy Motivation for international projects and ok if travel is included Willingness to collaborate with other players Strong communication skills We want people who like to roll up their sleeves and open their minds. Believe this is you? Come join the Team!