Retail Consumer and Digital Experience, Contact Center Infrastructure and Operations, Voice Control Manager

Austin, Texas, United States
Corporate Functions


Posted: Nov 2, 2018
Weekly Hours: 40
Role Number: 200004432
The Retail Consumer and Digital Experience – Contact Center Infrastructure and Operations Voice Channel Manager is responsible for connectivity within the Apple enterprise contact center in support of the regional Apple Digital and Apple Retail Store business requirements. Areas of focus include telephony setup, modification and troubleshooting of the call delivery, 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. You will need to be highly analytical, detail oriented, technically savvy and should possess a deep understanding of contact center systems with excellent troubleshooting skills to be successful in this role. You will rely on your strong communication skills and excellent presentation skills when interacting with others at all levels within Apple. Critical and creative thinking are meaningful skills. You will also ideally possess experience in a contact center environment, working independently, while supporting the regional business unit to align with global goals.

Key Qualifications

  • This role requires experience with contact center platforms: Genesys voice and/or multimedia solutions, SIP environments, IVR speech call steering, contact routing, real time and historical reporting, WAN/LAN, custom-built applications
  • Previous contact center engineering experience is highly desirable
  • Experience working with Carriers or Network services is important
  • Excellent leadership skills and the ability to succeed in a fast paced environment and to adapt to sudden changes are critical
  • Experience and confidence interacting with all levels of management and departments within Apple, as well as with vendors is critical
  • Deep understanding of the full lifecycle project process including understanding business and functional requirements, developing details business requirements, technical design reviews and implementing sustainable solutions are required
  • Strong problem solving and analytical skills combined with the ability to manage thru crisis conditions are important
  • Excellent collaboration skills to work effectively with different teams is critical
  • Demonstrated ability to brainstorm and communicate technology ideas and issues with peers and business partners are required
  • Solid ability to effectively function independently or with minimal supervision is necessary
  • Superb people skills and written and oral presentation skills are critical
  • 5 or more years working in the contact center operations field is required
  • Experience crafting and developing contact center systems/tools is required
  • Experience with Genesys voice and/or multi-media solutions is necessary
  • Ability to deliver results quickly and efficiently under deadline pressure
  • Ability to handle numerous projects at a time
  • Ability to work collaborativeon global teams and accommodate time differences if necessary


Serve as the day to day operational administrator for Apple's global telephony enterprise Represent the current telephony solution to project teams, business partners and other divisions within the region Actively work with internal teams to define project requirements and expectations as the telephony subject matter expert Perform user acceptance testing on the telephony environment, routing solutions and specialist tools Manage regionally focused projects of various sizes and complexities, set priorities and build measures to define success Work with peer groups to determine how projects or changes may impact other global cross-functional teams Provide tier 2 operations support for the contact center teams Provide support for Apple and vendor site locations across multiple countries This role may require on-call duty and working non-standard hours This role requires approximately 10% domestic and international travel

Education & Experience

Bachelor’s Degree or equivalent work experience

Additional Requirements

  • Apple is an Equal Opportunity Employer 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.