AppleCare Global Support Readiness Solution Architect
Austin, Texas, United States
Support and Service
The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires 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.
Thinking different is not just a slogan it’s what allows Apple to continually provide our customers with the best products and support services. Thinking different is also what you get to do every day as a Global Support Readiness Solution Solutions Architect as you help devise and implement tomorrow’s next great ideas.
As a GSR Solution Architect you’ll serve as a collaborator and strategic advisor to our business and engineering partners in support and development of AppleCare contact delivery infrastructure. You’ll use deep domain expertise to drive continuous system improvements, optimizations and technology transformations. You’ll provide guidance and advice to AppleCare leadership on today’s challenges and suggest solutions and strategies to position AppleCare to meet the demands of tomorrow.
Key Qualifications
- 5+ years Experience leading, crafting or architecting infrastructure technology projects (Contact Center Systems, Network, Data Warehouse)
- Experience automating tasks with Python, Perl, shell or other automation tools
- Experience with data analytics and crafting and configuring Monitoring systems using SQL, Splunk, Grafana etc.
- Experience with Automated Contact Delivery Systems and crafting Skills-based routing configurations (Genesys etc)
- Strong Network Fundamentals (TCP/IP, DNS, Routing)
- Experience developing or supporting VoIP technologies (WebRTC, SIP)
- Experience with AI and Machine Learning technologies
- Experience designing or supporting Applications in Cloud Environments
- Experience with large scale integrated technology Migrations (on-prem to Cloud, System refresh, 3rd party to in-house etc)
- Strong trend analysis and analytical thinking ability
- Strong ability to translate analysis to actions and system improvements
- Strong organization and project management capability
- Naturally curious with a strong desire for learning
- Creative problem solving ability
- Excellent written and verbal communication skills
- Strong interpersonal skills and ability to develop strong relationships with our partners
- Able to work independently in a dynamic, constantly changing environment
Description
The Global Support Readiness Solution Architect is responsible for owning the design, development, and deployment of contact delivery infrastructure, integrated systems and critical projects for the AppleCare contact center. You will partner extensively with our engineering and business partners to develop the contact center infrastructure technology roadmap and drive supporting initiatives in the form of R&D projects, pilots, programs and capital projects. You will also play a leading role in driving system health and intelligence initiatives including monitoring, alerting, system resiliency and resulting continuous improvement initiatives.
The ideal candidate will:
Design, organize and Implement strategic multi-functional routing and infrastructure pilots and projects in support of Business outcomes
Analyze Impacts of Business initiatives on contact delivery infrastructure and routing and propose solutions to any misalignment or challenge
Lead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology, routing and business configuration capability
Define technical business requirements and perform analysis in support of contact delivery technology projects
Drive system visibility and continuous improvement strategies
Identify new and emerging technologies and lead the design of pilots to evaluate their future potential for AppleCare use
Initiate and lead strategic multi-functional initiatives to address business needs
Build strong multi-functional partnerships
Navigate ambiguity to drive consensus and actionable solutions
Leverage a natural curiosity to continually seek and synthesize new information to drive innovation
Education & Experience
Bachelor’s degree or equivalent work experience