Software Engineer - Contact Centre

Hyderabad, Telangana, India
Software and Services


Posted: 5 Nov 2018
Weekly Hours: 40
Role Number: 200003465
Imagine what you could do here. At Apple, extraordinary ideas quickly have a way of becoming great products, services, and customer experiences. Bring passion and dedication to your job and there's no telling what you could accomplish. The IS&T Customer Systems team delivers many of the key global applications used in Apple’s Global sites, including the Contact Centre Voice and eServices Platform and it’s integrations with other Contact Centre tools. This role is part of the Call Centre Technology function within the team We are looking for a strong technical background in contact center applications, be committed to customer experience, be a strong leader and advocate for the global team, and thrive in a fast-paced, dynamic environment.

Key Qualifications

  • Expertise in contact center application design/development
  • Excellent knowledge of JAVA/ J2EE, Javascript programming
  • Experience on interaction routing solutions will be preferred
  • Experience on Genesys Contact Center Solutions will be an added advantage
  • Good knowledge of Contact Center Reporting
  • Experience using GIT
  • Experience in large enterprise & global engineering, development and support
  • Experience in Machine Learning and predictive analytics is a plus
  • Excellent verbal and documentation skills (Able to communicate with more non-technical business users)
  • Good analytical skills and ability to research and present findings
  • Strong Problem solving abilities
  • Ability to multi-task
  • Collaboration skills
  • Dedicated and able to work on own initiative
  • Attention to detail
  • Familiarity with Mac OS desirable


As the Contact Center Applications Lead, Design, Develop, Implement, Deploy and Support contact center applications Support Contact Center initiatives, working with the global and regional business owners to identify and define opportunities and work. Lead a team of software engineers, providing technical guidance and mentorship Develop critical system components as well as review team work for accuracy, quality, and completeness Mentor and develop skills of software engineers in the team Drive documentation of technical design and system architecture Build prototypes using known or new technologies Manage schedules with multi-functional teams to achieve large initiatives Tier 3 operational support of the Contact Center Voice and eServices solution, 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 Contribute towards optimizing the Orchestration platform and ensure it is appropriately scaled to meet business and IST needs

Education & Experience

BA/BS degree or equivalent technical experience

Additional Requirements