Staff 5G E2E Service Quality Engineer

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Surpassing network limitations of the past, our Wireless Development team is building and enhancing the country's first cloud-native, standalone 5G wireless network. This is the foundation of a connected world flexible enough to satisfy all the social, economic and transformative needs of today and the future.
Job Duties and Responsibilities
As a Service Quality Management team member within the Network Development and Delivery organization, you will address consumer issues and manage network service quality to enhance the Boost Mobile experience. This role drives innovation by developing processes and tools, ensuring organizational readiness for a best-in-class consumer experience. You will lead customer and CXO-raised issues, proactively troubleshoot E2E service quality and network KPI trends, and resolve consumer-impacting issues across the network. The key objective is to improve service quality, enhance CXO team processes for first-call resolution, and take proactive steps to reduce churn caused by service quality and network performance.
Key Responsibilities:

• Define and monitor service quality KPIs across E2E, Core, and Cloud networks, ensuring visibility into network health, capacity, and operational efficiency; develop and maintain real-time KPI dashboards for Core/IMS service quality impact and end-user experience
• Troubleshoot 5G ORAN network issues across Core and Cloud networks, analyzing E2E signaling protocols using vendor logs and probes; identify root causes of service quality issues and recommend corrective actions
• Support the Customer Advocacy Team (CAT) in resolving customer-impacting issues through cross-functional collaboration; assess high-impact fixes, identify gaps, and propose alternative solutions
• Drive service quality improvements in Core and Cloud networks, working with engineering and CXO teams to enhance network performance, architecture, and feature development
• Lead benchmarking efforts to evaluate Boost Wireless service quality against competitors, identifying key areas for improvement
• Align stakeholder efforts to reduce churn and contact rates related to service quality issues
• Leverage data analytics and AI/ML (SQL, Python or Tableau) to detect anomalies, automate tasks, analyzie network data and enhance service quality monitoring

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree in Electrical Engineering or a related field
• Expertise in E2E call flows for voice and data services
• Experience in open-source cloud-native technologies (Docker, Kubernetes, Helm, Prometheus, Grafana, ELK)
• 7+ years of experience in mobile networks

Skills and Qualifications:

• Strong understanding of Cloud networks, network functions virtualization (NFV), 5G Core, and IMS network standards, protocols, and features
• Proficiency in Core Network performance monitoring, service quality enhancement, and troubleshooting
• Deep understanding of 3GPP protocol stack, ORAN specifications, NF virtualization, cloud platforms, and orchestration
• Data analytics and AI/ML skills are a plus
• Transport network experience is a plus, with the ability to monitor and analyze transport-related service issues

Salary Ranges
Compensation: $110,100.00/Year - $170,000.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.