Senior Systems Engineer

Role: Senior Systems Engineer

Targeted Years of Experience: 10+ years

Location: Irving TX only (Only locals)

Working Model: Hybrid- Tuesday, Wed and Thursday (weekly) in office

JD:

Responsibilities:

• Manage and monitor all installed CXP systems
• Build automatic process and reports for all critical Milestones of the order workflow journey
• Proactively ensure the order journeys are intact within SLAs and all orders getting processed, if not raise an alarm
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
• Maintain security, backup, and redundancy strategies
• Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
• Participate in the design of information and operational support systems

Location: Irving, Texas (Hybrid Tue, Wed, Thu onsite)
Experience Required: 10+ years

Role Overview

• Position is within the Customer Experience (CXP) domain.
• Focus on proactive monitoring of order workflows across digital, assisted, and B2B channels.
• Ensure seamless order journey from submission to activation without failures.
• Candidate will act as an SME for CXP order management processes.

Key Responsibilities

• Monitor end-to-end order lifecycle (submission activation) across multiple systems.
• Identify and resolve order flow issues proactively before customer impact.
• Build, maintain, and enhance automated monitoring reports and dashboards.
• Perform issue triaging and collaborate with platform & development teams.
• Drive automation of alerts and reporting to minimize manual intervention.

Technical Requirements

• Strong experience in:
  • Data Analysis & Analytical Thinking
  • Reporting Tools (Tableau current, Looker preferred/future)
  • Oracle Backend
  • Pega (functional understanding required)
• Familiarity with multiple CXP systems (order flow across platforms).

Work Breakdown

• 60 70%: Monitoring & reporting (dashboarding, automation)
• 25%: Issue triaging & root cause analysis
• 10 15%: Automation & alerting

Tools & Environmen

• Current: Tableau dashboards, in-house monitoring tools
• Future: Migration towards Looker or similar tools
• Monitoring is workflow/order-based, not application performance monitoring

Additional Expectations

• Strong understanding of complex system integrations in telecom environment
• Ability to work across multiple interconnected systems
• Experience in B2B order flows is a plus

Interview Process

• Typically 2 rounds
• Preference for in-person interviews (local candidates), else virtual

Key Takeaway
This role is heavily focused on order workflow monitoring, reporting automation, and analytical troubleshooting within the CXP ecosystem rather than traditional system engineering or performance optimization.