Solution Architect- Contact Center

novation, and developing critical multi-functional products in a fast-paced, collaborative environment, this role is for you!

Come, join us to do the best work of your life with an experienced group of people. Bring your passion and dedication to the job, and there's no telling what you could accomplish!

Description
The Platform Services team is responsible for developing and overseeing global, business-critical applications within the Customer Engagement domain. Our enterprise solutions and services are utilised across a diverse range of consumers, encompassing Apple Services, Contact Centres, Mobile Carriers, Self-Service Customers, Repair Centres, Apple Depots, Enterprise, Apple stores, and Genius Bars. These applications are meticulously crafted to provide an exceptional sales and service experience to our valued customers.

In this role, you will utilise innovative techniques and collaborate effectively with multi-functional teams and business stakeholders throughout the development lifecycle. As a successful member of the team, you will be the domain champion, leading the design and architectural development of complex solutions that enhance the overall customer experience across various sales and service channels.

We're looking for someone with the insight and the passion to bring complex features to life. You will be expected to dive in and take ownership of technology or problem space. You will be the expert and go-to person for your areas of ownership.
","responsibilities":"Lead brainstorming sessions to gather/understand requirements

Perform high-level systems impact analysis for new initiatives

Implement prototype and/or verify concepts

Deliver Scalable, High-Quality, End-to-End Solutions in collaboration with stakeholders, engineering, and multi-functional teams

Create High-level and Low-level design artifacts

Conduct architecture reviews and executive briefings for high-impact projects

Ensure proper requirement traceability and delivery during development and Integration Testing

Provide solution hand-off and training for the new features to Operations and Production Support teams

Work with other architects to standardise architectures and establish an architecture governance framework across the organisation.

Develop product roadmaps and identify new use cases.

Navigate and execute in an environment of ambiguity and lead teams to the successful delivery of solutions

Handle multiple global efforts simultaneously

Preferred Qualifications
Excellent communication skills and attention to detail for documenting and reviewing designs

Excellent problem-solving and analytical skills

Excellent leadership and influencing skills

Effective presentation, oral, and written business communication skills with various audiences and levels

Knowledge of machine learning fundamentals

Minimum Qualifications
Exceptional software engineering background with an outstanding body of work demonstrating experience in software development, solution architecture, and product management

8+ years of Industry experience

Hands-on experience in architecting and developing event-based, distributed, highly available systems

Deep knowledge of developing and managing enterprise-level technology at a global scale

Experienced with Micro-services, CI/CD, and Container orchestration

Hands-on with one or more cloud platforms and managed services

Hands-on Expertise in Java, Springboot, Kubernetes, Docker, Kafka, Object Oriented Programming

Hands-on expertise in Contact Center technologies (ACD, IVR, CTI, Diallers, WorkForce Management) will be preferred

Expertise in cloud contact centre platforms, omnichannel communication and CRM integrations is desired

BE/BTech degree or equivalent technical experience

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