Software Engineer - Contact Center
Bengaluru, Karnataka, India
Software and Services
At Apple, great ideas quickly have a way of becoming great products, services, and customer experiences. Bring passion and dedication to your job and there's no telling what you could accomplish here. Do you want to be part of a team that builds groundbreaking software service, a team that is continually innovating and is proud of making a difference? If so, bring your passion and talent and come join us to be part of something big and amazing.
Apple's IS&T team is looking for highly motivated and versatile engineers to build the next generation Contact Centre Platform, partnering with highly skilled colleagues, in a fast paced and exciting environment. The IS&T Customer Systems team delivers many of the key global applications used in Apple’s Global sites, including the Contact Centre Voice and eServices Platform and it’s integrations with other Contact Centre tools.
This role is part of the Call Centre Technology function within the team. The successful applicant will have a strong technical background in contact center interaction routing, 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
- 4+ years of Expertise in contact center application design/development
- Expertise on Genesys interaction routing
- Good knowledge of JAVA/ J2EE, Javascript programming.
- Strong 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
- 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
- Standout colleague 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 interaction routing applications
- Support Contact Center initiatives, working with the global and regional business owners to identify and define opportunities and work you're doing.
- 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 aggressive schedules with multi-functional teams to achieve large initiatives
- Operational support of the Contact Center Voice and eServices solution, taking ownership of mitigation, resolution and followup for impactful P1/P0 incidents and lower priority recurring issues.
- Contribute towards optimizing the Genesys platform and ensure it is appropriately scaled to meet the needs.
- Drive the migration/development activities from on-premise to cloud.
Education & Experience
Bachelors degree or equivalent experience