Software Engineer - Contact Engineering

Austin, Texas, United States
Software and Services


Weekly Hours: 40
Role Number:200181325
We’re a diverse collection of problem solvers 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. The IS&T Customer Systems team delivers key global applications used in Apple’s Global sites, including the Contact Engineering Platform and its integration with other Contact Center tools. We are looking for passionate engineer to join the team transforming our Digital 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

  • In-depth understanding of cloud-native architectures, microservices, and open API’s
  • Experience in established as well as emerging cloud computing technologies
  • Experience with contact center digital framework is a plus
  • Experience with Genesys API’s is a plus. Fluency reading and understanding API and developer documentation demonstrating programming expertise in Java, Java Script & JDBC
  • Experience with Chatbot and human agent orchestration
  • Proficient with writing support and procedure diagrams, graphs and documentation
  • Understand Network and Common Data Center Infrastructure
  • Strong bonus if you bring experience using Social Media monitoring, Social Media engagement or Social customer care cloud platform


This role is part of the exciting newly expanded Contact Engineering team. The successful applicant will have a strong technical background in Genesys digital platform, be committed to customer experience, be a strong leader and advocate for the distributed team, and thrive in a fast-paced, dynamic environment. Responsibilities include: -Drive cloud transformation strategy (Architect across chat, email, workflow & social platforms) -Deliver artifacts, technical alternatives and architectural designs that meet business requirements -Ownership and management of the Digital platform & Core platform to ensure application and hardware deployment is optimized -Act as the technical contact center Lead, including Genesys platform, and the tools to monitor, alert, and solve the solutions -Unique opportunity to develop and implement technology vision; create direction partnering with business -Involved with optimizing Genesys digital, ORS, GWS & GMS platforms -Exceptional opportunity to lead and work with global engineers -Product owner of digital services and framework that embeds digital apps within iOS and web. Ownership comes with operational excellence that require mitigation, resolution, followup for impactful incidents and providing support

Education & Experience

- BS/BA degree or equivalent technical experience

Additional Requirements