AppleCare Telecom Engineer

Austin, Texas, United States
Support and Service


Role Number:200394414
Imagine what you could do here. At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. An AppleCare Telecom Engineer is responsible for the support and maintenance of the infrastructure and logic used to deliver various interaction types to the AppleCare Contact Centers and to AppleCare Advisors, in addition to the design and deployment of new technologies used in the Contact Center. The ideal candidate is a motivated self-starter who is capable of quickly learning new skills, and able to handle a wide variety of tasks on a day to day basis. Apple is an Equal Opportunity Employer that is committed to inclusion and diversity! We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Key Qualifications

  • Detail oriented individual
  • Strong troubleshooting abilities and excellent organizational and time management skills
  • Ability to manage multiple responsibilities and effectively work independently or as a member of a multi-functional team
  • Ability to work non-standard hours including late nights, weekends and holidays
  • Experience with Genesys Voice Routing preferred
  • Experience with Session Initiated Protocol (SIP) technology preferred


Responsible for creation and management of customer delivery to AppleCare Advisors for various interaction types i.e. Voice, Chat and Email Provide technical expertise in identifying, evaluating and providing solutions for issues reported in the environment Configure and maintain a complex telephony environment Plan and execute unit, integration and user acceptance testing of routing in the environment, as well as AppleCare tools and telephony components Interact with the business to gather requirements and information related to the maintenance of the environment.

Education & Experience

Bachelor Degree or higher preferred

Additional Requirements