Contact Centre Voice Engineer

Cork, County Cork, Ireland
Corporate Functions


Weekly Hours: 39
Role Number:200068137
Apple is a place where extraordinary people gather to do their best work. Together we create products and experiences people once couldn’t have envisioned - and now can’t imagine living without. If you’re excited by the idea of making a real impact, and joining a team where we pride ourselves in being one of the most diverse and expansive companies in the world, a career with Apple might be your dream job. We are looking for a passionate Contact Centre Voice Engineer to join our dynamic team that has helped keep Apple #1 in customer support for over a decade. What is the opportunity? You will be joining a passionate and dedicated global team, making an impact for Apple’s Contact Centres and helping Apple customers get best-in-class service. Collaborating with colleagues globally, you will be responsible for operational support and project delivery related to Apple’s contact centre voice application (Genesys). As a team, we are passionate about work-life balance, the development and growth of our people, having fun even when the work is hard, and pursuing excellence in all we do. If this sounds good to you, come and join us! We are looking for someone with the potential to make a difference, someone who will work together with the team to get excellent results. If you have the below skills and experience, and thrive in a fast-paced environment, you could be the right person for this role.

Key Qualifications

  • You are committed to customer experience
  • Passion for relationships and communicating effectively
  • You have excellent interpersonal skills, with the ability to advocate for your point of view and the EMEA region
  • You can work on your own initiative
  • Tenacity (when trouble-shooting a tricky issue, you won’t give up!)
  • Excellent attention to detail
  • You have a solid background in Contact Centre voice solutions
  • Experience in VoIP technology including SIP, RTP, QoS, COS, codecs
  • Experience with troubleshooting tools (Wireshark or similar)
  • Experience configuring, updating and supporting VoIP solutions in a multi-location environment
  • Familiarity with Genesys or other voice application troubleshooting, support, upgrades & maintenance
  • Good command of scripting languages (Unix, Shell, Perl)


What will I be doing? You will need to gain deep technical knowledge of the voice environment, and a functional understanding of Apple’s contact centre businesses. Excellent partnership and collaboration skills will be vital to success in the role. No day at Apple is the same, but key responsibilities for the role include: • Technical ownership of the voice environment in EMEA, including Genesys SIP, Genesys Routing, SIP Endpoint, and the tools to monitor, alert, and troubleshoot the solutions • Ownership and management of the EMEA voice environment to ensure application and hardware deployment is optimised for the region • Ownership and accountability for Genesys environment readiness for EMEA, ensuring the platform is appropriately scaled to meet business need • Support of voice initiatives and projects to ensure new functionality and solutions are a success • Tier 2/3 Operational support, owning mitigation, resolution and followup for impactful high priority incidents and lower priority recurring issues, as part of a 24*7 global support team • Building strong relationships with key stakeholders and partners globally • Identifying system and process improvements relating to the platform

Education & Experience

Additional Requirements

  • The below would be good (but are not essential):
  • • Experience with Genesys SIP
  • • A background in Contact Centre voice for a large enterprise
  • • Knowledge of TCP/IP, NAT, WebRTC and packet analysis
  • • Experience with network and voice analysis tools (NetScout or similar)
  • • Experience integrating SIP with desktop applications