IO Telecommunications Platform Architect

Summary

Posted: Feb 21, 2025

Role Number:200591469

Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they 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 contact 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 guiding the requirements and planning the implementation of Apple’s next generation telecommunications software.

Description

We’re looking for an exceptional Contact Center Telecommunications Platform professional who brings deep technical proficiency and who has a consistent record of leading diverse and complex projects from conception through implementation in the omni-channel contact center solutions landscape. In this role, you will traverse an array of project management/operational skills (ex. business analytics, process documentation, business and technical requirement creation, influencing solution architecture, evaluating solutions through testing, leading others through change) to an outstanding Customer Contact system platform RESPONSIBILITIES: – Develop understanding of the current Genesys Engage environment, including architecture, integrations, and dependencies – Collaborate with multi-functional project team to establish a detailed implementation plan, including timelines, resource requirements, risk management, and mitigation strategies – Establish business ownership of design of the next-generation Cloud architecture, ensuring scalability, reliability, and fulfillment of business needs – Document integration points and ensure compatibility with existing systems and third-party applications – Prepare a configuration strategy that uses the features available to business units and that achieves stability and efficiency goals – Detail a roadmap that captures future features and technical direction that Apple Store Online needs to invest in after initial implementation phases – Participate in resource planning for the Infrastructure Operations team to identify needed skills and resources to effectively make use of new platform and its capabilities

Minimum Qualifications

• Minimum of 8 years of experience working with contact center telecommunications software platforms
• Minimum of 5 years of experience as a solutions architect designing implementation of and administration of contact center telecommunications software platforms
• Bachelors degree or higher

Preferred Qualifications

• Demonstrated experience leading contact center telecommunications transformation projects from premise-based to cloud-based solution
• Deep understanding of contact center telecommunications architecture, components, and functionalities – including advanced monitoring, anomaly detection, and reporting/alerting capabilities
• Excellent problem-solving, data analytics, and analytical skills
• Strong communication and presentation skills
• Genesys or related technology certifications
• Proficiency in cloud computing platforms (AWS, Azure, GCP for example)
• Track record of using monitoring and logging tools (CloudWatch, Splunk) to improve stability and operational results
• Ability to work in a fast-paced environment and to manage multiple priorities