Software Engineer- Contact Center
Bengaluru, Karnataka, India
Software and Services
Apple is a place where extraordinary people gather to do their best work. Together we craft products and experiences people once couldn’t have imagined — and now can’t imagine living without. If you’re motivated by the idea of making a real impact, and joining a team where we pride ourselves in being one of the most diverse and inclusive companies in the world, a career with Apple might be your dream job.
Apple's IS&T team is looking for highly motivated and dedicated engineers to build the next generation of software services that powers several critically important applications. 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 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. The successful applicant will have a strong technical background in deploying micro services in cloud platforms, be committed to customer experience, be a strong leader and advocate for the distributed team, and thrive in a fast-paced, dynamic environment.
Key Qualifications
- Strong expertise in contact centre and customer experience domain is required
- Must be familiar with Voice and data engineering technologies
- Expertise in contact center application design/development
- Expertise on contact center interaction routing
- Hands on experience in JAVA, Spring and micro services
- Experience with Cassandra, ElasticSearch, PostgreSQL, Redis or similar databases
- Experience architecting Contact Center platforms/solutions and applications is desired
- Good knowledge of Contact Center Reporting
- Experience using GIT
- Exposure to Genesys Cloud CX is plus.
- Exposure in building contact centre stats based on real time data.
- Experience in Kafka or any event streams is a plus.
- Having knowledge and hands on cloud concepts, deployments, kubernetes, containerization, CICD concepts in cloud is a plus
- Exposure to Genesys Framework and building custom applications is a plus
- Excellent verbal and documentation skills (Able to communicate with more non-technical business users)
- Good analytical skills and ability to research and present findings
- Ability to think independently for arriving at the best solution and advocate the same.
- Strong Problem solving abilities
- Ability to multi-task
- Strong teammate with excellent collaboration skills
- Pro-active and able to work on own initiative
- Familiarity with Mac OS desirable.
Description
As the Contact Center Applications’ Lead Design, Develop, Implement, Deploy and Support contact center applications
Support Contact Center initiatives, working with the global and regional business owners to identify and define opportunities and work.
Lead a team of software engineers, providing technical guidance and mentorship
Develop critical system components as well as review team work for accuracy, quality, and completeness
Drive documentation of technical design and system architecture
Build prototypes using known or new technologies
Handle schedules with multi-functional teams to achieve large initiatives
Operational support of the Contact Center Voice and digital solution, taking ownership of mitigation, resolution and followup for impactful P1/P0 incidents and lower priority recurring issues.
Chip in towards optimizing the Genesys Contact Center platform and ensure it is appropriately scaled to meet the needs.
Drive the migration/development activities from on-premise to cloud based Contact Center platform.
Education & Experience
BE/BTech degree or equivalent technical experience