Contact Center Infrastructure Engineer
Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online (ASO) team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
The Infrastructure Operations team is a global team of highly technical individuals who keep the Apple Store Online’s telecommunications platforms running smoothly. We shift between contributing to forward-looking projects where we envision future solutions to troubleshooting and improving the call routing we have in place today. It is a fast-paced function that helps define customer experience for millions of Apple customers. In this role, you will focus on monitoring Apple’s telephony infrastructure to implement operational improvements and to drive best-in-class customer experience.
The Contact Center Infrastructure Engineer role involves interacting daily with project teams, third party suppliers, internal IT teams, and business stakeholders.. We are looking for a talented engineer who is highly analytical, detail oriented, technically savvy and possesses a deep understanding of voice contact center systems with excellent troubleshooting skills. We seek strong communication and presentation skills & ability to interact with others at all levels within Apple. Past experience in a contact center environment will enable you to work independently, while supporting a regional business unit to align with global goals.
To be successful, you will need a passion for solving problems, a high degree of organization, and the ability to communicate effectively with people of various technical proficiencies.
Responsibilities include:
- Serve as the day-to-day operational administrator for Apple’s global voice platform.
- Leverage your deep knowledge of telephony platforms to assist project teams and business partners in understanding what is possible to meet their business needs.
- Act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality.
- Participate in regular meetings with worldwide peers during overlapping business hours.
- At least 5 years of experience with contact center telephony architecture
- Fluent in written and spoken English
- Direct professional experience with building and administering call routing, IVRs, disaster recovery solutions (requirements) in environments such as Genesys, Five9, Avaya, Nice, FreeSwitch, etc.
- Bachelors or Masters Degree in Computer Science or IT
- Strong understanding of Voice User Interface (VUI) with proven track record of building effective call flows that maximize customer satisfaction and provide efficient scale
- Strong problem-solving and analytical skills, and experience applying these in both project design settings as well as under high-impact production support conditions
- Proficient at creating easy-to-understand flowcharts and pictorial representations of technical solutions for a non-technical audience
- Established expertise in evaluating risks and benefits of different solution options
- Ability to operate independently, to exercise judgment in selecting methods, techniques and evaluation criteria without unnecessary delays