Telecom Billing Specialist / Telecom Billing Operations Engineer

Overview

Telecom Billing Specialist / Telecom Billing Operations Engineer to ensure reliable execution of end-to-end telecom billing and payment operations, ensuring billing accuracy, timely payment processing, operational stability and continuous improvement of billing processes.

What you'll do

• Execute and monitor trial and production billing cycles, ensuring accurate bill generation with minimal billing errors.
• Manage monthly bill generation, bill distribution, and daily payment collection activities.
• Process payment reminders and other customer billing notifications.
• Handle billing adjustments including waivers, refunds, credits, and other account corrections.
• Investigate customer billing disputes and manage chargeback investigations.
• Coordinate with debt collection agencies and monitor debtor recovery status.
• Ensure all billing operations are completed within defined SLAs across the entire billing lifecycle.
• Investigate production billing issues, perform impact analysis, identify root causes, and coordinate end-to-end resolution.
• Execute operational scripts, procedures, and runbooks to maintain billing and payment accuracy.
• Create, monitor, and complete operational work requests related to billing and payment processing.
• Coordinate with cross-functional teams to ensure successful execution of billing cycle activities.
• Plan, execute, and validate billing and payment test scenarios for application releases, patches, and production changes.
• Participate in production deployments, maintenance activities, and post-deployment verification.
• Support continuous improvements to operational processes, automation, and monitoring.
• Analyze customer feedback, NPS trends, and customer service tickets to identify recurring billing issues and improvement opportunities.
• Review payment default trends and collaborate with stakeholders to improve collection performance.
• Prepare and publish weekly and monthly operational KPIs, dashboards, and management reports.
• Provide regular updates on operational status, risks, incidents, and improvement initiatives.
• Drive continuous improvement initiatives to enhance billing accuracy, operational efficiency, and customer experience.
• Take ownership of end-to-end resolution of billing-related incidents across multiple stakeholders.
• Participate in a 24×7 on-call support rotation for critical billing and payment processing issues.

What you'll need

• 5–6 years of experience in telecom billing operations or a similar operational role.
• Good understanding of telecom billing processes and/or Oracle Communications BRM (Billing and Revenue Management).
• Knowledge of billing, payment, and financial systems.
• Understanding of upstream and downstream system integrations within telecom ecosystems.
• Proficiency in Microsoft Excel and the Microsoft Office suite.
• Strong analytical and problem-solving skills with the ability to investigate complex production issues.
• Excellent communication and stakeholder management skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to work effectively in a fast-paced, cross-functional environment.
• Customer-focused mindset with a commitment to operational excellence and continuous improvement.
• Fluency in English is required.

Nice to have

• Experience supporting mission-critical production environments.
• Working knowledge of SQL, relational databases, and Linux/Unix environments.

Details

• Location: India.
• Participation in a 24×7 on-call support rotation for critical billing and payment processing issues.