HBB Journey & CX Engineering

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

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