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Contact Center Infrastructure IVR 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 call steering we have in place today. In this role, you will focus on monitoring Apple’s IVR to implement operational improvements and to drive best-in-class customer experience.
You will need to be highly analytical, detail oriented, technically savvy and should possess a deep understanding of contact center IVR 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.
Responsibilities: (include up to 4 bullets)
Present IVR subject matter expertise to project teams, business partners, vendors, and other groups within Apple to design, deliver, and support call steering applications. this could include contributing to solution evaluations.
Extract, analyze and present data in order to deliver a logical story to audiences with varying technical and business knowledge
Maintain a suite of operational KPIs and dashboards to assure production functionality and application health
You will act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality
- Present IVR subject matter expertise to project teams, business partners, vendors, and other groups within Apple to design, deliver, and support call steering applications. this could include contributing to solution evaluations.
- Extract, analyze and present data in order to deliver a logical story to audiences with varying technical and business knowledge
- Maintain a suite of operational KPIs and dashboards to assure production functionality and application health
- Design, document, and execute User Acceptance Testing and Production validation Testing scenarios and scripts
- You will act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality
- At least 4 years of experience with contact center telephony architecture
- Bachelors degree or higher
- Direct professional experience building and supporting IVR enterprise solutions such as Genesys GVP, speech recognition, and DTMF applications
- Fluent in written and spoken English and Mandarin
- 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