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Apple Contact Center Infrastructure IVR Engineer China, Shanghai 621018147
11.01.2025
Description
- You will act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality.- You will participate in regular meetings with worldwide peers during overlapping business hours.
Minimum Qualifications
- At least 3 years of experience with contact center telephony architecture
- Fluent in written and spoken Mandarin and English
- Direct professional experience with building and administering call routing, IVRs, disaster recovery solutions (requirements) in environments such as Genesys, Five9, Avaya, Nice, etc.
- Bachelors degree or equivalent experience or higher
Preferred Qualifications
- 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
- Uses discretion to operate under general supervision in selecting methods, techniques and evaluation criteria
- BS or postgraduate degree in engineering or CS related field preferred
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