Solutions Architect, AppleCare Technologies (contact center infrastructure, contact delivery systems exp.)

Imagine what you could do here. At Apple new ideas have a way of becoming extraordinary products services and customer experiences very quickly. Bring passion and dedication to your job and theres no telling what you could people here at Apple dont just craft products they build the kind of wonder thats revolutionized entire industries. Its 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 different isnt just a slogan its 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 an AppleCare Technologies Solutions Architect as you help devise and implement tomorrows next great ideas.

As an AppleCare Technologies Solutions Architect youll serve as a collaborator and strategic advisor to our business and engineering partners in support and development of AppleCare support systems and contact delivery infrastructure. Youll leverage deep subject matter expertise to drive continuous system improvements optimizations and technology transformations. Youll provide guidance and advice to AppleCare leadership on todays challenges and suggest solutions and strategies to position AppleCare to meet the demands of tomorrow.

The AppleCare Technologies Solutions Architect is responsible for leading the design development and deployment of contact delivery infrastructure integrated systems architectures and critical projects for the AppleCare Support will partner extensively with our engineering and business partners to develop the contact center and support systems infrastructure technology roadmap and drive supporting initiatives in the form of Ru0026D projects pilots programs and capital this role you will play a leading part in shaping enterprise system architecture and establishing the best practices standards and design patterns that guide how our platforms are built integrated and scaled across the support landscape including routing outbound and contact delivery infrastructure ensuring solutions are resilient secure and continuously improved over organize and implement strategic cross-functional routing and infrastructure pilots and projects in support of business outcomesnAnalyze the impacts of business initiatives on routing contact delivery and enterprise support infrastructure and propose solutions to any misalignment or challengenLead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology customer support systems and business configuration capabilitynDefine technical business requirements and perform analysis in support of contact delivery and customer support system technology projectsnDrive system visibility and continuous improvement and enterprise architecture strategiesnIdentify new and emerging technologies and lead the design of pilots to evaluate their future potential for AppleCare usenDevelop and align multi-year system architecture roadmaps with engineering and business stakeholdersnInitiate and lead strategic cross-functional initiatives to address business needsnBuild and nurture strong cross-functional partnerships across engineering and business teams to uncover opportunities and drive innovative solutionsnNavigate ambiguity to drive consensus and actionable solutions

5 years of experience leading designing or architecting infrastructure technology projects (Contact Center and CRM Systems Network Data Warehouse Enterprise Architectures)nExperience designing or supporting Enterprise applications in highly-available cloud environmentsnExperience with large-scale integrated technology migrations (on-prem to cloud 3rd party to in-house system or architecture refresh)nExperience with Agentic Workflows AI and Machine Learning technologiesnStrong trend analysis and analytical thinking ability with the ability to translate analysis into actions and system improvementsnStrong organization and project management capabilitynExcellent written verbal and interpersonal communication skills with the ability to build strong partner relationshipsnA naturally curious creative problem-solver able to work independently in a dynamic constantly changing environmentnBachelors degree in Engineering Computer Science or equivalent work experience

Experience automating tasks with Python Perl shell or other automation toolsnExperience with data analytics and designing and configuring monitoring systems using SQL Splunk Grafana with Automated Contact Delivery Systems and designing skills-based routing configurations (Genesys etc.)nStrong network fundamentals (TCP/IP DNS Routing)nExperience developing or supporting VoIP technologies (WebRTC SIP)nExperience with SIP / telephony infrastructure at enterprise scalenFamiliarity with contact center platform and enterprise application operations and infrastructure monitoring at scale