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Apple, Inc.
Austin, TX, United States
AppleCare Global Support Readiness Solution Architect Summary Posted: May 3, 2024 Weekly Hours: 40 Role Number: 200548652 The people here at Apple don't just craft 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
Job Source: Apple, Inc.Apple
Austin, TX, United States
AppleCare Global Support Readiness Solution Architect Austin,Texas,United States Support and Service The people here at Apple don’t just craft 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 a
Job Source: AppleApple
Austin
AppleCare Global Support Readiness Solution Architect Austin,Texas,United States Support and Service The people here at Apple don’t just craft 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 amaz
Job Source: AppleApple
Austin
AppleCare BPR Global Change Lead Austin,Texas,United States Support and Service Imagine what you could do here. At Apple, phenomenal new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! We are seeking an ex
Job Source: AppleApple Inc.
Austin, TX, United States
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire
Job Source: Apple Inc.Apple, Inc.
Austin, TX, United States
Summary Posted: Jun 18, 2024 Weekly Hours: 40 Role Number: 200554812 Imagine what you could do here. At Apple, phenomenal new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! We are seeking an expert C
Job Source: Apple, Inc.Apple, Inc.
Austin, TX, United States
Summary Posted: Jul 2, 2024 Role Number: 200554813 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just craft products - they
Job Source: Apple, Inc.Apple
Austin
Global Supply Chain Manager Austin,Texas,United States Support and Service Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just
Job Source: AppleAustin, TX, United States
AppleCare Global Support Readiness Solution Architect The people here at Apple don’t just craft 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. Join Apple, and help us leave the world better than we found it.Thinking different is not just a slogan it’s what allows Apple to continually provide our customers with the best products and support services. Thinking different is also what you get to do every day as a Global Support Readiness Solution Solutions Architect as you help devise and implement tomorrow’s next great ideas.As a GSR Solution Architect you’ll serve as a collaborator and strategic advisor to our business and engineering partners in support and development of AppleCare contact delivery infrastructure. You’ll use deep domain expertise to drive continuous system improvements, optimizations and technology transformations. You’ll provide guidance and advice to AppleCare leadership on today’s challenges and suggest solutions and strategies to position AppleCare to meet the demands of tomorrow.
Description
The Global Support Readiness Solution Architect is responsible for owning the design, development, and deployment of contact delivery infrastructure, integrated systems and critical projects for the AppleCare contact center. You will partner extensively with our engineering and business partners to develop the contact center infrastructure technology roadmap and drive supporting initiatives in the form of R&D projects, pilots, programs and capital projects. You will also play a leading role in driving system health and intelligence initiatives including monitoring, alerting, system resiliency and resulting continuous improvement initiatives.The ideal candidate will:Design, organize and Implement strategic multi-functional routing and infrastructure pilots and projects in support of Business outcomesAnalyze Impacts of Business initiatives on contact delivery infrastructure and routing and propose solutions to any misalignment or challengeLead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology, routing and business configuration capabilityDefine technical business requirements and perform analysis in support of contact delivery technology projectsDrive system visibility and continuous improvement strategiesIdentify new and emerging technologies and lead the design of pilots to evaluate their future potential for AppleCare useInitiate and lead strategic multi-functional initiatives to address business needsBuild strong multi-functional partnershipsNavigate ambiguity to drive consensus and actionable solutionsLeverage a natural curiosity to continually seek and synthesize new information to drive innovation
Key Qualifications
5+ years Experience leading, crafting or architecting infrastructure technology projects (Contact Center Systems, Network, Data Warehouse)
Experience automating tasks with Python, Perl, shell or other automation tools
Experience with data analytics and crafting and configuring Monitoring systems using SQL, Splunk, Grafana etc.
Experience with Automated Contact Delivery Systems and crafting Skills-based routing configurations (Genesys etc)
Strong Network Fundamentals (TCP/IP, DNS, Routing)
Experience with AI and Machine Learning technologies
Experience designing or supporting Applications in Cloud Environments
Experience with large scale integrated technology Migrations (on-prem to Cloud, System refresh, 3rd party to in-house etc)
Strong trend analysis and analytical thinking ability
Strong ability to translate analysis to actions and system improvements
Strong organization and project management capability
Naturally curious with a strong desire for learning
Creative problem solving ability
Excellent written and verbal communication skills
Strong interpersonal skills and ability to develop strong relationships with our partners
Able to work independently in a dynamic, constantly changing environment
Education & Experience Bachelor’s degree or equivalent work experience
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.
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Email Alert for AppleCare Global Support Readiness Solution Architect jobs in Austin, TX, United States
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