Contact Center Infrastructure IVR Engineer

Apple

3.7

(120)

Shanghai, China

Why you should apply for a job to Apple:

  • 66% say women are treated fairly and equally to men
  • 66% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Company commitment that women earn the same as men performing similar work includes no salary history disclosure policy.
  • Apple University creates classes, seminars, and tools to help employees understand Apple’s culture, organization, and values.
  • Whether you donate time or money, Apple will match charitable contributions up to $10,000 a year.
  • #200583735_EN

    Position summary

    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

    • You will serve as the day-to-day operational administrator for Apple's global voice platform. - You will leverage your deep knowledge of telephony platforms to assist project teams and business partners in understanding what is possible to meet their business needs. - You will act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality. - You will participate in regular meetings with worldwide peers during overlapping business hours.

    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

    • Strong understanding of Voice User Interface (VUI) with proven track record of building effective call flows that maximize customer satisfaction and provide efficient scale
    • Strong problem-solving and analytical skills, and experience applying these in both project design settings as well as under high-impact production support conditions
    • Proficient at creating easy-to-understand flowcharts and pictorial representations of technical solutions for a non-technical audience
    • Established expertise in evaluating risks and benefits of different solution options
    • Uses discretion to operate under general supervision in selecting methods, techniques and evaluation criteria
    • BS or postgraduate degree in engineering or CS related field preferred

    Why you should apply for a job to Apple:

  • 66% say women are treated fairly and equally to men
  • 66% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Company commitment that women earn the same as men performing similar work includes no salary history disclosure policy.
  • Apple University creates classes, seminars, and tools to help employees understand Apple’s culture, organization, and values.
  • Whether you donate time or money, Apple will match charitable contributions up to $10,000 a year.