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Customer Engagement Manager (CEM) at Amdocs, Inc. in Atlanta, GA

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Job ID:57574 
Required Travel :Minimal 
Managerial - Yes 

Who are we?

If you’re a smartphone user then you are part of an ever more connected and digital world. At Amdocs, we are leading the digital revolution into the future. From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected. We make sure that when you watch a video on YouTube, message friends on SnapChat or send your images on Instagram, you get a great service anytime, anywhere, and on any device. We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day.

In one sentence

The Customer Engagement Manager (CEM) is responsible for managing the overall successful implementation of customer-facing activities to fulfill the requirements of customer agreements. He/she maintains close engagement with the customer to drive the account’s delivery activity and business growth. Reporting to the Senior Director , the CEM is also responsible for being the customer voice within Amdocs.

What will your job look like?

  • You will be responsible for implementing  software releases  end to end
  • You will manage operations and application development & maintainance activities
  • You will identify customer needs and challenges and translate them into business opportunities.
  • You will represent the customer in the solution design.
  • You will be responsible for delivery on commitment management, encompassing scope, budget, time and quality
  • You will ensure high internal collaboration  and challenge the service partner on customization requests (CR) estimates and drives for improved efficiency and EBIT
  • You will establish communication and governance channels with the customer to address opportunities and issue in a timely and proactive manner.
  • You will work with the customer to set expectations for implementation and delivery.
  • You will meet and exceed customer expectations by managing smooth implementation and excellent delivery experience (measured by Customer Satisfaction (CSAT)
  • You will drive the value validation process (evaluation of the value of the product / project sold after and sometimes during implementation – whether it is the same value as expected during the sales process).
  • You will plan/ maintain the estimates and resource plan for the onsite, customer-side project aspects.
  • You will manage the business plan to ensure budget and margins are controlled.

All you need is...

  • Bachelor degree in a relevant professional track (engineering, computer sciences, mathematics), advanced degree is an advantage
  • Minimum 15 years in the SW development and project implementation domain within Telco / relevant industry, out of which there is a minimum of 5 years of experience leading multiple development/operations groups  (~100 employees) through software development cycles, large scale project implementation and ongoing  intelligent operations.
  • Proven and consistent professional (you are the bridge builder, you set the example for others in to follow as it relates to communication, managing expectations, and building/growing partnerships).
  • Proactive care: you have the experience that only comes with time: the ability to solve potential problems before they become the customer’s problem
  • Strong background in delivery and deployment of large scale projects
  • Excellent project management skills
  • Strong customer facing capabilities
  • Wide business knowledge and technical expertise (also covering Amdocs portfolio)
  • Proven ability to build strong relationships – both internally and externally
  • Proven experience of Continous integration and deployment methodologies (CI/CD) ,
  • Proven experience of devops methodologies ,Software Development Methodologies, ITIL principles, procedures, software management, and support tools and services
  • Experience with global IT companies, and Telco companies is an added advantage.

Why you will love this job?

  • You will be working within an extremely diverse and multi-cultural environment, and a fast growing and dynamic organization
  • You will be leading projects for market leading software solutions for the telecommunications industry.
  • You will work on international projects, and will be provided with the opportunity to work closely with market leading telecom companies.



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