Retail Call Center - Operations Telecommunications Engineer

Singapore, Singapore, Singapore
Operations and Supply Chain


Posted: 4 Jun 2018
Weekly Hours: 40
Role Number: 113897389
The Retail Contact Center Operations Telecommunications Engineer is responsible for connectivity within the Apple enterprise contact center environment in support of the regional Apple Online and Apple Retail Store business requirements. Areas of focus will include day to day telephony setup, modification and troubleshooting of the IVR and routing logic; coordination of site launches; collaboration with other Apple business units on joint projects or goals; and special project or business needs as they arise. The candidate must be highly analytical, detail-oriented, technically savvy, and should possess a broad understanding of contact center systems with excellent troubleshooting skills. The candidate must possess excellent communication skills, and be comfortable presenting to all levels of management. Critical and creative thinking are essential. The ideal candidate will also have experience in a contact center environment, working independently while supporting the regional business unit to align with global goals.

Key Qualifications

  • 3 or more years work experience in the contact center operations field
  • Experience designing and developing contact center systems/tools
  • Experience with Genesys SIP voice solutions
  • Ability to work quickly and efficiently under deadline pressure
  • Ability to handle numerous projects simultaneously
  • Ability to work effectively on global teams and accommodate time differences if necessary
  • Excellent verbal, written, and interpersonal communication skills
  • Experience with contact center platforms:
  • Genesys, SIP environments, IVR, call routing, real time and historical reporting, WAN/LAN, customer built applications
  • Excellent leadership skills, the ability to work in a dynamic environment and be able to adapt to sudden changes
  • Experience interacting with all levels of management and departments within the company, as well as with vendors
  • Strong understanding of the full lifecycle project process including understanding business and functional requirements, developing details business requirements, technical design reviews and implementing sustainable solutions
  • Strong problem solving and analytical sills and the ability to manage thru crisis conditions
  • Must be highly collaborative and able to work with different teams
  • Must be able to brainstorm and communicate technology ideas and issues with peers and business partners
  • Ability to work independently or with minimal supervision
  • Superb communication skills – both written and oral
  • Contact center engineering preferred
  • Strong multilingual preference – Mandarin, Cantonese, Japanese or Korean


Day to Day operational administrator for the global telephony enterprise Support for Apple and vendor site locations across multiple countries Represent the current telephony solution to project teams, business partners and other divisions within the region Work with internal teams to define project requirements and expectations as telephony subject matter expert Perform user acceptance testing on telephony environment, routing solutions and specialist tools Manage regionally focused projects of varied size, set priorities and create measures to define success Work with peer groups to determine how projects or changes may impact other global cross-functional teams Tier 2 operations support for the contact center operations teams May require on-call duty and non-standard hours Travel – domestic and international approximately 10%

Education & Experience

Bachelor’s Degree or equivalent

Additional Requirements