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Care Global Support Readiness Solution Architect - Austin, United States - Apple
Description
AppleCare Global Support Readiness Solution ArchitectAustin,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 Qualifications5+ 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
Additional Requirements
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Apple is an equal opportunity employer that is committed to inclusion and diversity.
We take affirmative action to ensure equal opportunity for all applicants without regard to race,color,religion,sex,sexual orientation,gender identity,national origin,disability,Veteran status,or other legally protected characteristics.
Learn more about your EEO rights as an applicant (Opens in a new window) .Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.
If you're applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
