Job Description
Role Brief
HBB Journey & CX Engineer with strong expertise in IT platforms, system integration, and customer experience optimization to design, implement, and continuously improve end-to-end HBB (FTTH and FWA) customer journeys. You will focus on translating customer and business needs into reliable, observable, and automated IT workflows across OSS/BSS, digital channels, and service platforms—working closely with product, CX, IT, and operations teams.
Core Responsibilities
Design and own end-to-end HBB customer journeys across ordering, installation, activation, billing, assurance, and support touchpoints.
Translate customer experience requirements into IT system workflows, APIs, and integrations across OSS/BSS, CRM, and digital channels.
Build and optimize journey orchestration and automation to reduce friction, errors, and manual interventions in HBB service delivery.
Develop and maintain backend services and integration logic supporting customer-facing journeys and operational workflows.
Implement observability for HBB journeys, including journey KPIs, error tracking, funnel analytics, and service-level indicators.
Identify journey pain points using data (CX metrics, logs, events) and drive continuous improvement initiatives.
Collaborate with product, CX, and operations teams to align journey design with business outcomes and operational feasibility.
Embed reliability, security, and compliance considerations into journey design (idempotency, retries, access control, auditability).
Support incident response related to customer-impacting journey failures and lead root cause analysis for CX-related incidents.
Required Qualifications
Strong experience in IT platforms supporting customer journeys, service fulfillment, or digital channels.
Hands‑on software engineering skills in Java/Kotlin, Python, Go, or Node.js.
Experience integrating OSS/BSS, CRM, and digital platforms using APIs, messaging, or event‑driven architectures.
Solid understanding of HBB service lifecycle and customer touchpoints.
Experience with CI/CD pipelines, automated testing, and environment promotion.
Experience with observability and analytics tools for journey monitoring (metrics, logs, traces, dashboards).
Strong analytical and problem‑solving skills with a customer‑centric mindset.
Preferred Qualifications
Experience with journey orchestration, BPM, or integration platforms (e.g., TIBCO, Camunda, MuleSoft, or similar).
Knowledge of CX and service quality metrics (NPS, CES, churn drivers, first‑contact resolution).
Experience with event streaming platforms (Kafka, Pub/Sub) and real‑time analytics.
Familiarity with SRE concepts such as SLOs, error budgets, and incident management.
Experience working with digital channels (mobile apps, web portals, chatbots) and backend integrations.
Understanding of security practices for customer‑facing systems (OAuth/OIDC, API gateways, data privacy).
Key Outcomes and KPIs
Seamless HBB journeys – Reduced journey failure and drop‑off rates; Measured via journey analytics.
Improved CX – NPS/CES improvement for HBB customers; Correlated with journey fixes.
Faster service delivery – Reduced order‑to‑activation time; Tracked via fulfillment workflows.
Operational efficiency – Reduction in manual handling and rework; Automation and error metrics.
Customer‑impact stability – Reduced CX‑impacting incidents; Incident and RCA tracking.
Tools and Stack
Languages: Java/Kotlin, Python, Go, Node.js
Integration & Orchestration: REST APIs, event‑driven messaging, BPM / ESB platforms
CI/CD: GitHub Actions, GitLab CI, Jenkins, Azure DevOps
Platforms: OSS/BSS, CRM, digital channels
Observability & Analytics: Prometheus, Grafana, ELK/EFK, OpenTelemetry, journey analytics tools
Cloud Platforms: AWS, Azure, or GCP
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