#200583735_EN
ey receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. The Infrastructure Operations team is a global team of highly technical individuals who keep the Apple Store Online's telecommunications platforms running smoothly. We shift between contributing to forward-looking projects where we envision future solutions to troubleshooting and improving the call routing we have in place today. It is a fast-paced function that helps define customer experience for millions of Apple customers. In this role, you will focus on monitoring the Apple Store Online telephony environment to implement operational improvements and to drive outstanding customer experience. The Telephony engineer will interact daily with project teams, third party suppliers, internal IT teams, and business stakeholders. You will need to be highly analytical, detail oriented, technically savvy and should possess a deep understanding of voice contact center systems with excellent troubleshooting skills to be successful in this role. You will rely on your strong communication and presentation skills when interacting with others at all levels within Apple. Your experience in a contact center environment will enable you to work independently, while supporting a regional business unit to align with global goals.
Description
Minimum Qualifications
At least 3 years of experience with contact center telephony architecture
Fluent in written and spoken Mandarin and English
Direct professional experience with building and administering call routing, IVRs, disaster recovery solutions (requirements) in environments such as Genesys, Five9, Avaya, Nice, etc.
Bachelors degree or equivalent experience or higher
Preferred Qualifications