9 days ago
Responsibilities
- Collaborate with business and engineering partners to support AppleCare support systems and contact delivery infrastructure.
- Lead, design, and architect infrastructure technology projects involving contact center and CRM systems, networks, data warehouses, and enterprise architectures.
- Drive continuous system improvements, optimizations, technology transformations, and large-scale migrations.
- Advise AppleCare leadership on current challenges and recommend future-facing solutions and strategies.
- Analyze trends and translate findings into actions and system improvements.
- Design and configure monitoring systems and support contact delivery, skills-based routing, networking, and VoIP infrastructure.
Requirements
- At least 5 years of experience leading, designing, or architecting infrastructure technology projects.
- Experience designing or supporting enterprise applications in highly available cloud environments.
- Experience with large-scale integrated technology migrations, including on-premises-to-cloud, third-party-to-in-house, and system or architecture refresh migrations.
- Experience with agentic workflows, artificial intelligence, and machine learning technologies.
- Strong analytical, organizational, project management, communication, and partner relationship skills.
- Bachelor's degree in Engineering or Computer Science, or equivalent work experience.
- Preferred experience automating tasks with Python, Perl, shell, or other automation tools.
- Preferred experience with data analytics and monitoring systems using SQL, Splunk, Grafana, or similar tools.
- Preferred experience with automated contact delivery systems, skills-based routing, Genesys, TCP/IP, DNS, routing, WebRTC, SIP, and enterprise-scale telephony infrastructure.
About Apple
We’re a diverse collective of thinkers and doers, continually reimagining what’s possible to help us all do what we love in new ways. And the same innovation that goes into our products also applies to our practices — strengthening our commitment to leave the world better than we found it. This is where your work can make a difference in people’s lives. Including your own. Apple is an equal opportunity employer that is committed to inclusion and diversity. Visit apple.com/careers to learn more.