SummaryPosted: Feb 3, 2025Role Number:200589476Imagine 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 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 improving the call steering 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 the Apple Store Online multimedia telecommunications infrastructure to implement operational improvements and to drive best-in-class customer experience.DescriptionDescriptionIn this role, you will interact daily with project teams, third party suppliers, internal IT teams, and business partners. This position requires a deep understanding of voice contact center systems with excellent troubleshooting skills. You will rely on your strong communication and presentation skills when interacting with others at all levels within Apple. Your experience in a contact center environment will enable you to work independently, while supporting a regional business unit to align with global goals. - You will use your deep knowledge of multimedia telecommunications solutions to assist project teams in understanding what is possible to meet their business needs - Design, document, and implement User Acceptance Testing and Production validation Testing scenarios and scripts within the WebRTC, Voice and eServices environment - You will act as the execution lead to assure that project timelines are met to an impeccable degree of quality - Serve as the day to day operational administrator for Apple's global voice & eServices solutionsMinimum QualificationsMinimum Qualifications3+ years experience with contact center telephony architectureDirect professional experience with building and administering contact routing and WebRTC applicationsRecord of working collaboratively on global teams and accommodating time zone differences as neededKey QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsStrong problem-solving and analytical skills, and experience applying these in both project design settings as well as under high-impact production support conditionsProficient at creating easy-to-understand flowcharts and pictorial representations of technical solutions for a non-technical audienceExperienced in evaluating risks and benefits of different solution optionsUses discretion to operate under general supervision in selecting methods, techniques and evaluation criteriaBachelors degree or postgraduate degree in engineering or CS related fieldEducation & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsMore

Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.