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Apple AppleCare Global Support Readiness Solution Architect United States, Texas, Austin 988002016
15.06.2024
Description
The Global Support Readiness Solution Architect is responsible for owning the design, development, and deployment of contact delivery infrastructure, integrated systems and critical projects for the AppleCare contact center. You will partner extensively with our engineering and business partners to develop the contact center infrastructure technology roadmap and drive supporting initiatives in the form of R&D projects, pilots, programs and capital projects. You will also play a leading role in driving system health and intelligence initiatives including monitoring, alerting, system resiliency and resulting continuous improvement initiatives.
Key Qualifications
- 5+ years Experience leading, crafting or architecting infrastructure technology projects (Contact Center Systems, Network, Data Warehouse)
- Experience automating tasks with Python, Perl, shell or other automation tools
- Experience with data analytics and crafting and configuring Monitoring systems using SQL, Splunk, Grafana etc.
- Experience with Automated Contact Delivery Systems and crafting Skills-based routing configurations (Genesys etc)
- Strong Network Fundamentals (TCP/IP, DNS, Routing)
- Experience developing or supporting VoIP technologies (WebRTC, SIP)
- Experience with AI and Machine Learning technologies
- Experience designing or supporting Applications in Cloud Environments
- Experience with large scale integrated technology Migrations (on-prem to Cloud, System refresh, 3rd party to in-house etc)
- Strong trend analysis and analytical thinking ability
- Strong ability to translate analysis to actions and system improvements
- Strong organization and project management capability
- Naturally curious with a strong desire for learning
- Creative problem solving ability
- Excellent written and verbal communication skills
- Strong interpersonal skills and ability to develop strong relationships with our partners
- Able to work independently in a dynamic, constantly changing environment
Education & Experience
Bachelor’s degree or equivalent work experience
Additional Requirements
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.
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