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Contact Center Infrastructure Engineer
AppleShanghai, Shanghai, China4+ years
Apply 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 forward-looking projects where we envision future solutions to troubleshooting and improving the contact routing we have in place today. In this role, you will focus on administration of Apple’s contact distribution platform within China (chat, task, and email).
You will need to be highly analytical, detail oriented, technically savvy and should possess a deep understanding of multimedia 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.
To be successful, you will need a passion for solving problems, a high degree of organization, and the ability to communicate effectively with people of various technical proficiencies.
Responsibilities: (include up to 4 bullets)
You will serve as the day-to-day operational administrator for Apple’s contact distribution platform within China (chat, task, and email).
You will leverage your deep knowledge of telecommunications 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.
- You will serve as the day-to-day operational administrator for Apple’s contact distribution platform within China (chat, task, and email).
- You will leverage your deep knowledge of telecommunications 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.
- Design, document, and execute User Acceptance Testing and Production validation Testing scenarios and scripts
- At least 4 years of experience with contact center telecommunications architecture
- Fluent in written and spoken English and Mandarin
- Direct professional experience with building and administering contact routing, test routines, cutover plans, and disaster recovery solutions (requirements) in environments such as Genesys, Five9, Avaya, Nice, etc
- 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
- Operates independently to exercise judgment in selecting methods, techniques and evaluation criteria without unnecessary delays
- BS or postgraduate degree in engineering or CS related field preferred
- Familiarity with chat routing solutions in China market platforms (such as Douyin, Tmall, etc)