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Apple Engineering Manager Contact Center Platforms United States, Texas, Austin 249630350
14.04.2025
This is a key leadership role responsible for ensuring the reliability, scalability, and continuous improvement of critical routing, reporting, and stat/metric engine infrastructure in a complex, multi-region, highly available environment.
In this role, you will lead and mentor a team of engineers responsible for supporting and enhancing our contact center platform. You will own the delivery and operational excellence of platform components, including call routing and IVR logic, real-time and interval reporting, statistics servers and metric pipelines, and agent desktop integrations (e.g., Workspace, CRM adapters). Responsibilities:- Provide hands-on guidance and architectural oversight, particularly related to Genesys Engage and Cloud CX hybrid deployments and ongoing support.- Manage platform upgrades, vendor integrations, performance tuning, and system observability.- Ensure platform resilience, scalability, and compliance across global operations.- Support planning and execution of cloud migration strategies where applicable.
- 7+ years of experience in enterprise software or platform engineering, with 3+ years in a formal management or technical leadership role.
- Deep expertise in Genesys Engage, or similar CC platform, including routing strategies, SIP infrastructure, CTI integrations, and stat server configuration.
- Demonstrated experience supporting a global contact center operation with complex routing, workforce strategies, and metric/reporting systems.
- Strong technical foundation in distributed systems, real-time communications, and cloud architecture (preferably AWS). Proven ability to collaborate cross-functionally and lead through ambiguity and change.
- Comfortable working in enterprise environments with high security, compliance, and availability requirements.
- Demonstrated experience in software development in Contact Center Cloud Native architecture
- Strong expertise in capacity planning, reliability engineering for high availability contact center platforms.
- Demonstrated experience with deploying AI to enhance efficiencies in support or contact center
- Working knowledge of Genesys Cloud CX—particularly in the context of hybrid or transitional deployments
- Experience leading or supporting a transition from on-prem (Engage) to cloud-based contact center solutions.
- Familiarity with omnichannel orchestration, AI/ML-driven agent assist tools, or WFM platforms.
- Exposure to enterprise analytics/BI systems used for contact center performance and KPIs.
- Experience with software development and integration with SaaS provider
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