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Retail Contact Center Demand Capacity Planner jobs at Apple in United States, Austin
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Austin
92 jobs found
10.08.2025
A
Apple Senior Project Manager Contact Center Technology United States, Texas, Austin
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Minimum of 6-8 years of relevant professional experience working within a product, project, or program management role. Bachelor’s Degree. Experience with Genesys Engage platform or related enterprise CCaaS platforms. Demonstrable...
Description:
We’re looking for an outstanding Project Manager that brings technical proficiency alongside the skills more commonly associated with a PM, and who has a consistent record of leading diverse and complex projects from conception through implementation in the Contact Center as a Service landscape. In this role, you will traverse an array of project/program management skills (ex. Business analytics, process mapping and optimization, business and technical requirement creation, evaluating solutions through testing, and leading others through change to a best-in-class Customer Contact system platform. - Conduct a detailed assessment of the current Genesys Engage environment, including, integrations, and dependencies.- Develop a detailed migration plan, including timelines, resource requirements, risk management, and mitigation strategies.- Lead discussions about the design of the target Contact Center Infrastructure architecture, ensuring scalability, reliability, and compliance with standard methodologies.- Document integration points and ensure compatibility with existing systems and third-party applications.- Partner with Multi-functional teams about migration plan, including data migration, configuration replication, and system setup.- Lead teams through detailed testing and validation of the new environment to ensure all functionalities are working as expected.- Document all processes, configurations, and changes made during the migration.- Work closely with partners to ensure clear communication and alignment on migration objectives.- Provide regular status updates and progress reports to senior management and other relevant parties.- Lead all phases of projects within their portfolio, including: project scope definition, resource forecasting and allocation, as-is and to-be process mapping, business requirement documentation, technical requirement creation, project timeline creation, project documentation, project communications (status, risks, scope changes, etc.), organizational change, user/integration/production testing, project cutover/launches, retrospectives, and closeout. Be the voice of their body of work.- Communicate optimally and clearly to all levels of leadership within the organization, and drive discussions proactively when additional attention and focus is required.- Build tight-knit collaboration with partner teams both inside and outside of the organization, and use these strengths to positively influence the direction of their portfolio.- Participates in an inclusive environment through respecting each others’ differences and having the curiosity to learn.
- Minimum of 6-8 years of relevant professional experience working within a product, project, or program management role.
- Bachelor’s Degree.
- Experience with Genesys Engage platform or related enterprise CCaaS platforms.
- Demonstrable experience in migrating to Contact Center as a Service (CCaaS) providers.
- Knowledge of networking concepts, VoIP, SIP, and telecommunication systems.
- Excellent problem-solving and analytical skills.
- Strong communication and social skills.
- Ability to work independently and as part of a team.
- Meticulous with strong organizational skills.
- Experience with Agile methodologies and project management tools.
- Masters, or MBA or equivalent experience
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03.08.2025
A
Apple Software Development Engineer Test - Retail Engineering AOS United States, Texas, Austin
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Bachelor’s degree in computer science or a related field, OR equivalent work experience. Strong knowledge of software development lifecycle, testing methodologies, QA terminology and processes. Proven experience as an SDET...
Description:
Your role is critical in ensuring that new features implemented on the Apple online store (www.apple.com/shop) not only meet functional requirements but also uphold the exceptional standards expected of a thriving eCommerce platform.
Design, develop, and maintain automated test frameworks and suites using Java-based frameworks such as JUnit and TestNG to validate backend functionality of our eCommerce platform.• Collaborate closely with software engineers, product managers, and other stakeholders to understand requirements and ensure comprehensive test coverage.• Implement and execute test plans and test cases to thoroughly validate application functionality.• Perform API testing using tools like REST Assured to verify data integrity and the functionality of backend services.• Participate in code reviews and provide feedback to enhance testability and maintainability of the codebase.• Engage actively in post-mortem discussions to identify root causes and strategize on preventing recurrence of issues; take a proactive role in analyzing and mitigating potential risks.• As a Software Development Engineer in Test, define testing requirements and propose solutions to optimize testing processes with a strong sense of ownership. Participate in technical discussions to understand software workflows and use cases, ensuring testability is embedded throughout the system.• Self-motivated and quick to grasp complex issues; able to make sound, critical judgments even with incomplete requirements.Provide timely and accurate updates on testing status and quality metrics to stakeholders throughout all testing phases, and compile a summary of quality outcomes upon project completion.Apply strong analytical and problem-solving skills to debug and resolve complex technical issues effectively. Advocate for high-quality software testing practices within the team and promote adoption of development methodologies that drive overall software quality.Adapt quickly and effectively in fast-paced environments with frequent context switching.
- Bachelor’s degree in computer science or a related field, OR equivalent work experience
- Strong knowledge of software development lifecycle, testing methodologies, QA terminology and processes.
- Proven experience as an SDET or similar role, with a focus on testing eCommerce platforms or large-scale web applications.
- Proficiency in programming languages such as Java.
- 5+ years experience with Junit/TestNG, Jenkins, Gradle, SQL, JSON
- Expertise in building and maintaining test beds, test environments and automated data driven test suite
- Solid understanding of web technologies including HTML, CSS, JavaScript, and HTTP/HTTPS protocols.
- Solid understanding of NoSQLs like MongoDB, ElasticSearch, Cassandra, DynamoDB, etc and
- caching strategies
- Experience with Git for version control.
- Familiarity with Selenium, Postman, Appium, and SOAP UI for web automation is a plus
- Familiarity with performance testing tools (e.g., JMeter, Gatling) and techniques.
- Familiarity with cloud platforms like AWS and containerization technologies (e.g., Docker, Kubernetes) is a plus.
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03.08.2025
A
Apple Engineering Project Manager Retail United States, Texas, Austin
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3+ years of hands-on experience in program or project management. Experience in driving large programs with Scrum or Agile methodologies. BS in Computer Science or equivalent work experience. Retail Systems...
Description:
This is a hands-on position where the Technical Project Manager will be involved in business requirements analysis, functional and technical design discussions, testing, working with key strategic partners, and more. This is not a task-based job; you will be responsible for the delivery and success of your features. You will drive and ship large, cross-functional projects and feature areas. The candidate will handle all aspects of multiple concurrent projects including scope, requirements, timelines, risks and prioritization. You will lead communication — apprising status and issues to team members, management and other project partners.
- 3+ years of hands-on experience in program or project management
- Experience in driving large programs with Scrum or Agile methodologies
- BS in Computer Science or equivalent work experience
- Retail Systems or Retail Store experience is high desirable but not required
- Familiarity using project management software such as Jira (alternative keywords Rally, Trello)
- Ability to operate well in an environment with rapid development cycles and constant changes
- Possess strong facilitation skills (requirements sessions, design meetings, demos, progress and status meetings)
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01.08.2025
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Apple Senior Manager Retail Contact Center Workforce Operations United States, Texas, Austin
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10+ years combined experience with complex workforce management, labour and productivity analytics, or project management from ideation through completion. 7+ years of experience building and leading teams including large globally...
Description:
You will use your contact center experience, industry knowledge, and collaboration skills to act as a bridge between strategic goals and daily operations. This is a dynamic environment that requires seasoned leader to make strategic and global decisions that effectively balance multiple competing priorities.
- 10+ years combined experience with complex workforce management, labour and productivity analytics, or project management from ideation through completion.
- 7+ years of experience building and leading teams including large globally distributed teams.
- Contact Center experience required.
- Effective presentation and communication skills, including the ability to explain complex data and service level analysis in a concise manner and influence and engage with senior leadership.
- Proven problem-solving, partner management, and cross-functional project work experience.
- Experience with workforce tools (Aspect preferred) and data reporting platforms such as Tableau.
- Role models inclusive leadership behaviors and embraces their responsibility to build, develop, and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences.
- Curious and self-motivated individual who is highly interested to develop new skills and learn new technologies.
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26.07.2025
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Apple Payments Software Engineer Retail Engineering United States, Texas, Austin
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Expertise in Retail Payment Domain and any one of the Standards - Chip & Pin technologies (EMV Standards), ISO 8583, or PCI Compliance. Expertise in Java. Expertise in any one...
Description:
As a Payments Software Engineer on our team, you will help build a next-generation payment platform for Apple Retail. You will also be responsible for developing and integrating the payment application with payment terminals and gateways, as well as certifying the solution with acquiring banks. You will be working with business partners, store personnel, banking partners, and multi-functional teams within Apple to develop software, controls, and processes for payment processing. In this role, you will get the opportunity to gain experience with global payment solutions in the retail industry. You will increase your expertise in the payment industry with hands-on experience with devices, protocols, and processes, and learn from a team of knowledgeable payment experts.
- Expertise in Retail Payment Domain and any one of the Standards - Chip & Pin technologies (EMV Standards), ISO 8583, or PCI Compliance
- Expertise in Java
- Expertise in any one of the databases - Oracle, MySQL or Cassandra
- Expertise in any of the protocol - HTTP(S), TCP/IP or BLE
- Expertise in Web services, GitHub, or Maven
- B.S. or M.S. in Computer Science with at least 3 years of industry experience
- Knowledge of Swift or Python is a plus
- Strong communication skills and experience in communication with payment vendors across the globe
- Knowledge of performance improvements, multithreading, and event-driven processing methods is necessary
- eCommerce / Banking / Retail industry experience
- You will have a clear advantage over other candidates by demonstrating knowledge of Mobile App development, interacting with the Peripherals over Bluetooth, Cryptography, Device Drivers, and MFi certification
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21.07.2025
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Apple Penetration Tester Retail Engineering United States, Texas, Austin
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In-depth knowledge of web application security, system and infrastructure security. Expertise in a specialist security topic such as cloud security, mobile security, container security etc. Ability to read and understand...
Description:
As a penetration tester, you can expect to do the following:- Conduct manual penetration testing against web applications, APIs, cloud environments, infrastructure, mobile applications and custom technologies.- Communicate these findings in high-quality reports and presentations- Develop scripts and tooling to augment penetration testing activities or demonstrate proof of concepts- Source code review of large sophisticated applications- Become a domain expert for colleagues in an area of security and penetration testing, shape security requirements, technical documentation and testing methodology. Guide others and share expertise.
- In-depth knowledge of web application security, system and infrastructure security
- Expertise in a specialist security topic such as cloud security, mobile security, container security etc.
- Ability to read and understand source code (Java, JavaScript, Go etc), and find vulnerabilities in sophisticated code bases
- Strong understanding of fundamental computing, database, networking and security concepts
- 1 year of Penetration Testing experience
- Passion for information security, particularly in penetration testing
- Ability to learn new skills, concepts and technologies
- Strong written and verbal communication skills, ability to communicate vulnerabilities to a variety of partners
- OSCP or OSWE certification (preferred)
- Experience with CTFs or hacking labs
- Proficiency in MacOS and other Unix based systems
- Ability to grasp large sophisticated systems and context-switch when needed
- Programming/scripting skills (Python, JavaScript, Go, etc)
- Knowledge of cloud architecture and security
- Publications, security research, bug bounties or CVEs are highly regarded
- Bachelor's in Computer Science or equivalent
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13.07.2025
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Apple Software Application Support Engineer Retail Engineering United States, Texas, Austin
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3+ years of software engineering experience in a large-scale environment, of which at least 2 years focused on Application Support Engineering. Bachelors of Science degree and equivalent experience or higher...
Description:
- 3+ years of software engineering experience in a large-scale environment, of which at least 2 years focused on Application Support Engineering.
- Bachelors of Science degree and equivalent experience or higher in CS or related field.
- Coding knowledge in Java, Scala and frameworks related to Java.
- Good understanding of SQL.
- Skills and experience in monitoring, alerting, fault analysis, and automation.
- Analytical problem solver who thrives with data collection, analysis, and strategic decision-making based on quantitative results.
- Strong problem-solving and critical thinking skills to tackle sophisticated problems with innovative solutions. Experience in RCA of technical issues.
- Strong teammate who furthers collaboration; Excellent communication skills.
- Strong communication skills and ability to drive triage of critical issues with multiple technical and business teams.
- Good knowledge of RDBMS, PL/SQL and NoSQL, Unix Shell Scripting.
- Working experience on cloud infra, like AWS.
- Experience with one or more - Splunk, supervising tools, APM & observability.
- Support experience with eCommerce platform is a plus.
- Exposure to Incident and Problem Management processes is a plus.
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Minimum of 6-8 years of relevant professional experience working within a product, project, or program management role. Bachelor’s Degree. Experience with Genesys Engage platform or related enterprise CCaaS platforms. Demonstrable...
Description:
We’re looking for an outstanding Project Manager that brings technical proficiency alongside the skills more commonly associated with a PM, and who has a consistent record of leading diverse and complex projects from conception through implementation in the Contact Center as a Service landscape. In this role, you will traverse an array of project/program management skills (ex. Business analytics, process mapping and optimization, business and technical requirement creation, evaluating solutions through testing, and leading others through change to a best-in-class Customer Contact system platform. - Conduct a detailed assessment of the current Genesys Engage environment, including, integrations, and dependencies.- Develop a detailed migration plan, including timelines, resource requirements, risk management, and mitigation strategies.- Lead discussions about the design of the target Contact Center Infrastructure architecture, ensuring scalability, reliability, and compliance with standard methodologies.- Document integration points and ensure compatibility with existing systems and third-party applications.- Partner with Multi-functional teams about migration plan, including data migration, configuration replication, and system setup.- Lead teams through detailed testing and validation of the new environment to ensure all functionalities are working as expected.- Document all processes, configurations, and changes made during the migration.- Work closely with partners to ensure clear communication and alignment on migration objectives.- Provide regular status updates and progress reports to senior management and other relevant parties.- Lead all phases of projects within their portfolio, including: project scope definition, resource forecasting and allocation, as-is and to-be process mapping, business requirement documentation, technical requirement creation, project timeline creation, project documentation, project communications (status, risks, scope changes, etc.), organizational change, user/integration/production testing, project cutover/launches, retrospectives, and closeout. Be the voice of their body of work.- Communicate optimally and clearly to all levels of leadership within the organization, and drive discussions proactively when additional attention and focus is required.- Build tight-knit collaboration with partner teams both inside and outside of the organization, and use these strengths to positively influence the direction of their portfolio.- Participates in an inclusive environment through respecting each others’ differences and having the curiosity to learn.
- Minimum of 6-8 years of relevant professional experience working within a product, project, or program management role.
- Bachelor’s Degree.
- Experience with Genesys Engage platform or related enterprise CCaaS platforms.
- Demonstrable experience in migrating to Contact Center as a Service (CCaaS) providers.
- Knowledge of networking concepts, VoIP, SIP, and telecommunication systems.
- Excellent problem-solving and analytical skills.
- Strong communication and social skills.
- Ability to work independently and as part of a team.
- Meticulous with strong organizational skills.
- Experience with Agile methodologies and project management tools.
- Masters, or MBA or equivalent experience
Show more
These jobs might be a good fit
Find your dream job in the high tech industry with Expoint. With our platform you can easily search for Retail Contact Center Demand Capacity Planner opportunities at Apple in United States, Austin. Whether you're seeking a new challenge or looking to work with a specific organization in a specific role, Expoint makes it easy to find your perfect job match. Connect with top companies in your desired area and advance your career in the high tech field. Sign up today and take the next step in your career journey with Expoint.