Contact Center IVR Subject Matter Expert

Austin, Texas, United States
Operations and Supply Chain


Weekly Hours: 40
Role Number:200202262
The people here at Apple don’t just build products — we craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The Retail Online Infrastructure and Operations global IVR subject matter expert is responsible for the Apple enterprise contact center in support of Apple Online and Apple Retail Store business requirements. Areas of focus include IVR telephony architecture, setup, modification and troubleshooting of the call steering and delivery. Worldwide 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 multiple IVR 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 design experience in the IVR environment, working independently, while supporting the regional business unit to align with global goals.

Key Qualifications

  • Management of IVR technologies: Genesys GVP, Speech applications, touch tone applications
  • Extensive Genesys experience in the areas of Genesys SIP TServer, URS/ORS, Stat Server, IRD/Composer, CME, CCPulse, GAX
  • Experience with telephony switching systems: Session Boarder Controller (SBC), Session Manager (SM), Call Manager (CM), Unified Communications Manager (UCM), Avaya CM,
  • Previous contact center engineering experience with crafting global technical solutions while meeting complex business needs.
  • Success with designing, building and maintaining global telephony infrastructure solutions for IVR including routing to targeted specialists
  • Excellent judgment when balancing technical limitations, business priorities and project deliverables
  • Ability to convert business requirements into technical designs while being able to communicate the features and solution to both parties (business and IS&T)
  • Leadership skills and the ability to succeed in a fast paced environment and to adapt to sudden changes are critical
  • Confidence interacting with all levels of management and departments within Apple, as well as with vendors is critical
  • Scope of work to involve global teams with worldwide deployment experience
  • 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
  • Solid ability to effectively function independently or with minimal supervision is necessary
  • Ability to deliver results quickly and efficiently under deadline pressure
  • Ability to work collaboratively on global teams and accommodate time differences if necessary


Subject matter expert to program/project managers assisting with solutions involving multiple system with worldwide impact Serve as the day to day operational administrator for Apple's global IVR telephony enterprise Represent the IVR current telephony solution to project teams, business partners and other divisions within the region Manage regionally focused projects of various sizes and complexities, set priorities and build measures to define success Work closely with third party IVR vendors to design, deliver and support call steering applications Work with peer groups to determine how projects or changes may impact other global cross-functional teams Secure data, analyze change/impact while creating reports or presentations for peers, managers and senior leadership to consume Present concepts, data analytics or proposed solutions to leadership or IS&T organizations Influence business partners, project teams and peers following a clarify, debate, persuade method Deploy worldwide solutions with region peers ensuring no business impacting issues Launch or Tier 2 support or Tier for IVR platforms Actively work with internal teams to define project requirements and expectations as the IVR telephony subject matter expert Perform user acceptance testing on the IVR telephony environment, routing solutions and specialist tools This role requires approximately 10% domestic and international travel

Education & Experience

5+ years enterprise experience designing, implementing & managing technology infrastructure solutions in Retail, e-commerce and contact center environments 5+ years IVR enterprise solution experience Bachelor’s Degree or equivalent work experience

Additional Requirements