Voice Application Engineer (Genesys/SIP - Position based in Singapore)

Sydney, New South Wales, Australia
Corporate Functions

Summary

Posted: 9 Nov 2018
Weekly Hours: 40
Role Number: 200007967
We’re a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it. We are looking for a passionate application engineer to join the team transforming our Contact Centre Voice Platform to SIP, partnering with highly skilled global and regional colleagues, in a dynamic and exciting environment.

Key Qualifications

  • Solid experience with Genesys SIP stack or other Contact Center Voice solutions
  • Extensive experience with SIP, VoIP & TDM co-environment
  • Experience in large enterprise & globally distributed Genesys deployments
  • Experience in large enterprise & global SIP engineering, development, deployments and support
  • Expert knowledge of SIP, RTP, TCP/IP, NAT, WebRTC and packet analysis
  • Extensive experience with network and voice analysis tools, like NetScout or similar tools
  • Expert with network and common data centre infrastructure
  • Genesys Certification preferred
  • Familiarity with Genesys Voice Application Troubleshooting & Log Analysis
  • Software development experience integrating SIP with desktop applications
  • Proficient with developing VoIP/SIP application security
  • Experience with Voice over TLS and Security Certificates is desirable
  • Expert Layer 3 and QOS Experience
  • Expert with Rules Engines, Session Management, Route Plans, and Traffic Management
  • Working knowledge of Session Border Controller
  • Working experience with Linux OS & ISO images
  • Familiarity with Mac and macOS is desirable
  • Prior experience in working on China / Japan related projects and understanding of the complexities of the environments / platforms used in these countries, will be an advantage.
  • Fluent in English and Mandarin to support language speaking countries

Description

The Information Systems & Technology (IS&T) Customer Systems team delivers many of the key global applications used in Apple’s sites, including the Contact Centre Voice Platform and it’s integrations with other Contact Centre tools. This role is part of the Contact Centre Technology (CCTech) function within the Asia Pacific IS&T Customer Systems team. OVERVIEW OF THE ROLE: The role is based in Apple Singapore office. You will have a strong technical background in Genesys SIP, be committed to customer experience, be a strong leader and advocate for the Asia Pacific region, and thrive in a fast-paced, dynamic environment to be qualified for the role. RESPONSIBILITIES INCLUDE: - You will act as the technical CCTech Voice Application engineer for Asia Pacific, including Genesys SIP environment, Genesys Routing, Session Border Controller, SIP Endpoint, and the tools to monitor, alert, offer solutions and solve problems. - You hold the accountability for CCTech environment readiness for the region, ensuring the platform is appropriately scaled to meet business need. - You have the ownership and management of the Asia Pacific CCTech environment to ensure application and hardware deployment is optimised for the region. - You will run or support CCTech initiatives in Asia Pacific as they relate to the Voice platform, working with the global and regional business owners to identify and define opportunities and the work you're doing. - You will be the Tier 2/3 Operational support of the end-to-end Contact Centre Voice platform, taking ownership of mitigation, resolution and followup for impactful P1/P0 incidents and lower priority recurring issues, as part of a 24*7 global support team. - Tier 2/3 Operational support of the Call Recording platform in Asia Pacific. - Engagement management with key partners, including global product owners, regional business and IS&T partners. - Identifying system and process improvements relating to the Contact Centre Voice Platform, recommending new solutions and system utilization. - Representing Asia Pacific in global IS&T and business forums.

Education & Experience

Bachelor’s Degree in Engineering / Computer Science / Information Technology or Equivalent

Additional Requirements

  • - Excellent social, communication and influencing skills across diverse cultures
  • - Strong analytical and problem solving skills
  • - Accountable and committed to task
  • - Ability to multi-task and prioritise
  • - Independent, motivated and dedicated leader