Pega Customer Value Management (CVM) Expert

About the Opportunity

We are looking for a skilled Pega Customer Value Management (CVM) Expert to join our team in Dubai, UAE. The ideal candidate will have solid experience with Pega Decisioning, Pega Marketing, and production operations, focusing on designing, supporting, and optimizing Pega-driven customer decisioning solutions. This role involves providing SME-level operational support, troubleshooting complex issues, defining application architecture, and ensuring high stability and performance of large-scale environments.

Primary Responsibilities

• Create, develop, maintain, and optimize CVM solutions using Pega technologies.
• Offer expert-level (L3) support for Pega CVM and Decisioning platforms.
• Address issues across applications, integrations, databases, middleware, infrastructure, and OpenShift environments.
• Lead incident investigations, conduct root cause analyses, and implement corrective measures.
• Define and improve architectural aspects including scalability, stability, performance, and cost efficiency.
• Manage build, deployment, and support of customer decisioning systems.
• Develop integrations using REST, SOAP, XML, Kafka, and other external services.
• Configure and tune CDH, ADM, NBA components, along with decision strategies and predictive/adaptive models.
• Support data management systems such as PostgreSQL, SQL, Cassandra, MongoDB and integration with third-party analytics platforms.
• Monitor system performance, resource utilization, KPIs, alerts, and dashboards to optimize operations.
• Assist in releases, deployments, migrations, upgrades, disaster recovery, failover, and ensuring business continuity.
• Create and maintain standard operating procedures (SOPs), runbooks, known error databases (KEDB), troubleshooting guides, and recovery actions.
• Drive initiatives for automation, continuous improvement, governance, service reviews, and Agile delivery processes.
• Collaborate effectively with business units, application teams, infrastructure, security, and vendor partners.

Required Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• Preferred Pega Certified Decisioning Consultant (PCDC) certification.
• Over 6 years of IT industry experience with a minimum of 4 years focused on Pega Decisioning and Pega Marketing platforms.
• In-depth knowledge of CVM and customer decisioning implementations.
• Hands-on experience supporting Pega solutions in OpenShift production ecosystems.
• Expertise in Level 3 production support, incident and problem management, Root Cause Analysis, IT governance, and ITIL frameworks.
• Proficient in CDH, ADM, NBA Designer, and Kafka-based integrations.
• Experience deploying adaptive and predictive modeling alongside big data analytics integrations.
• Strong understanding of PostgreSQL, SQL, Cassandra, MongoDB, Object-Oriented Programming concepts, and software design patterns.
• Experience with monitoring tools, logging systems, alerting, dashboards, and managing software deployments, upgrades, and migrations.
• Familiarity with Agile methodologies and software development best practices.
• Knowledge of Pega Paid Media Manager is an added advantage.
• Excellent analytical thinking, communication skills, stakeholder management, and problem-solving capabilities.

Additional Information

Ericsson offers an exceptional work environment that encourages innovation, diversity, and inclusion. The team strives to tackle challenging problems and create unprecedented solutions. We value collaboration among diverse professionals and are an Equal Opportunity Employer.

Location: Dubai, United Arab Emirates

Request ID: 789715