Senior Software Engineer - Contact Center Technologies

Austin, Texas, United States
Software and Services


Posted: Jul 30, 2019
Weekly Hours: 40
Role Number: 200078985
Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We’re a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it. We are looking for passionate engineer to join the team transforming our Contact Center Platform, partnering with highly skilled global and regional colleagues, in a fast paced and exciting environment. Join us and you’ll do the best work of your life — and make a difference in other people’s lives.

Key Qualifications

  • Strong experience with Genesys contact center framework
  • In-depth understanding of cloud-native architectures, microservices, and open API’s
  • Experience in established as well as emerging cloud computing technologies
  • Knowledge of SIP, RTP, TCP/IP, NAT and Packet Analysis
  • Experience with Application Troubleshooting Tools, like Splunk, Wireshark, Netscout or similar tools
  • Proficient with writing support and procedure diagrams, graphs and documentation
  • Experience in large enterprise & global engineering, development and support
  • Understand Network and Common Data Center Infrastructure
  • Knowledge of VoIP/SIP Application Security (TLS)


The Customer Systems team delivers key applications used in Apple’s Global sites, including the Contact Engineering platform and its integrations with other Contact Center tools. This role is part of the exciting newly expanded Contact Engineering team. The successful applicant will have a strong technical background in Genesys platform, be committed to customer experience, be a strong leader and advocate for the global team, and thrive in a fast-paced, dynamic environment. Responsibilities include: - Drive cloud transformation strategy (Architect across inbound, outbound, IVR, SIP, etc.) - Deliver artifacts, technical alternatives and architectural designs that meet business requirements - Ownership and management of the Genesys Voice, eServices & Core environment to ensure application and hardware deployment is optimized - Act as the technical contact center Lead, including Genesys environment, and the tools to monitor, alert, and troubleshoot the solutions - Unique opportunity to develop and implement technology vision; create direction partnering with business - Involved with optimizing Genesys SIP, ORS, GWS & GMS platform - Exceptional opportunity to lead and work with global engineers - Tier 4 operational support of the end-to-end Contact Centre 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

Education & Experience

Masters or Bachelor’s degree in Computer Science / Software Engineering / Related field

Additional Requirements

  • - You are committed to customer experience
  • - Passion for relationships and communicating effectively
  • - Tenacity (when trouble-shooting a tricky issue, you won’t give up!)
  • - Handle multiple tasks
  • - Strong team player with excellent collaboration skills
  • - Pro-active and able to work on own initiative
  • - Attention to detail