VoIP Product Owner (SBC) - Contact Engineering

Austin, Texas, United States
Software and Services

Summary

Posted:
Weekly Hours: 40
Role Number: 200078985
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 VoIP 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. 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
  • 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
  • Experience in large enterprise & global SIP engineering, development, deployments and support
  • Extensive Experience with Network and Voice Analysis Tools, like Netscout or Hepic
  • Experience with Session Boarder Controller
  • In-depth understanding of cloud-native architectures
  • Experience in established as well as emerging cloud computing technologies
  • Expert Knowledge of SIP, RTP, TCP/IP, NAT and Packet Analysis
  • 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 Application Security (TLS)

Description

Overview of Department The IS&T Customer Systems team delivers key applications used in Apple’s Global sites, including the Contact Engineering platform and its integrations with other Contact technology tools. This role is part of the exciting newly expanded Contact Engineering team. Overview of Role The role is based at Apple’s Austin offices The successful applicant will have a strong technical background in VoIP Platform, be committed to customer experience, be a strong leader and advocate for the global team, and thrive in a fast-paced, dynamic environment. No day at Apple is the same, but key responsibilities for the role include: Product ownership and management of the Voice Platform, including Session Boarder Controller, Genesys SIP environment, and the tools to monitor, alert, and troubleshoot the solutions. Roadmap and Strategic Direction of the SIP Program and Platform Drive cloud transformation strategy (Architect across VoIP environments) Deliver artifacts, technical alternatives and architectural designs that meet business requirements Mentor and manage members of the Voice platform team comprise of Ribbon SBC & Genesys SIP environment Responsible for 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 Ribbon SBC, PSX and Genesys SIP platform Exceptional opportunity to lead and work with global engineers Product ownership includes operational excellence of the end-to-end Voice solution, taking ownership of mitigation, resolution and followup for impactful incidents and 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

  • -Strong experience with Genesys contact center framework is a plus
  • -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