CRM/Billing Engineer at Lebara Nigeria

Role Purpose

• The CRM/Billing Engineer is responsible for the configuration, customization, integration, and support of the MVNO’s Customer Relationship Management (CRM) and Billing platforms. This role ensures accurate customer data management, efficient billing cycles, correct application of tariffs, and seamless integration with other OSS/BSS systems.

Key Responsibilities

CRM System Management

• Configure and maintain the CRM system for subscriber lifecycle management.
• Customize CRM workflows, dashboards, and reports based on business needs.
• Integrate CRM with other MVNO systems (e.g., Billing, Provisioning, Customer Care).

Billing Operations

• Ensure accurate and timely generation of customer invoices and statements.
• Implement and maintain rating, charging, and discount rules.
• Support prepaid, postpaid, and hybrid billing models.
• Monitor and troubleshoot billing errors or discrepancies.

System Integration & Automation

• Work closely with IT and OSS/BSS teams to maintain system APIs and middleware.
• Automate repetitive CRM and billing processes to improve efficiency.

Data Quality & Reporting

• Maintain high accuracy in subscriber records and billing information.
• Generate performance and revenue reports for management.
• Perform data cleansing and validation tasks.

Support & Incident Management

• Act as a point of contact for CRM/billing-related incidents.
• Work with vendors to resolve system bugs and implement updates.
• Provide Level 2/3 technical support to customer care teams.

Compliance & Security

• Ensure CRM and billing systems comply with regulatory and data privacy requirements.
• Apply security best practices to protect sensitive customer information.

Qualifications & Skills

• Education: Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or related field.

Experience:

• 3–5 years of experience in CRM and Billing systems in telecom or MVNO/MVNE environments.
• Hands-on experience with platforms like Amdocs, Technotree, Ericsson BSCS, or similar.

Technical Skills:

• SQL, database querying, and reporting tools.
• Understanding of telecom billing concepts (rating, mediation, charging).
• Familiarity with APIs, middleware, and integration frameworks.

Soft Skills:

• Strong problem-solving and analytical thinking.
• Good communication and documentation abilities.
• Ability to work under pressure and meet tight deadlines.

KPIs (Key Performance Indicators)

• CRM system uptime and performance.
• Accuracy and timeliness of billing runs.
• Resolution time for CRM/billing incidents.
• Number of successful system enhancements without rollback.