Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless. Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here.
Customer Systems is part of IS&T and drives the technology behind Apple's customer support experience - from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare's online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.
Description
The Information Systems & Technology (IS&T) Customer Systems team delivers many of the key global applications used in Apple’s sites, including the Contact Centre Voice Platform and it’s integrations with other Contact Centre tools. This role is part of the Contact Centre Technology (CCTech) function within the Asia Pacific IS&T Customer Systems team. Overview of the Role: The role is either based in Apple Shanghai office. You will have a strong technical background in SIP, be committed to customer experience, be a strong leader and advocate for the Asia Pacific region, and thrive in a fast-paced, dynamic environment tobe qualified for the role.","responsibilities":"You will act as the technical CCTech Voice Lead for Asia Pacific, including Session Border Controller, SIP Routing, SIP Endpoint, and the tools to monitor, alert, and troubleshoot the solutions.
You have the ownership and management of the Asia Pacific CCTech environment to ensure application and hardware deployment is optimised for the region.
You hold the accountability for CCTech environment readiness for the region, ensuring the platform is appropriately scaled to meet business need.
You will run or support CCTech initiatives in Asia Pacific as they relate to the Voice platform, working with the global and regional business owners to identify and define opportunities and the work you're doing.
You will be the Tier 2/3 Operational support of the end-to-end Contact Centre Voice solution, taking ownership of mitigation, resolution and followup for impactful P1/P0 incidents and lower priority recurring issues, as part of a 24*7 global support team.
Tier 2/3 Operational support of the Call Recording solution in Asia Pacific. - Engagement management with key stake holders and partners, including global product owners, regional business and IS&T partners.
Identifying system and process improvements relating to the Contact Centre Voice Platform, recommending new solutions and system utilization. - Representing Asia Pacific in global IS&T and business forums.
Preferred Qualifications
Familiarity with Mac and macOS is desirable
Prior experience in working on China / Japan related projects and understanding of the complexities of the environments / platforms used in these countries, will be an advantage.
Minimum Qualifications
Experience in large enterprise & global SIP engineering, development, deployments and support
Bachelor’s Degree in Engineering / Computer Science / Information Technology or Equivalent
Extensive experience with Kamailio (or OpenSIPS) for SIP routing, load balancing, and proxy functions
Strong experience with FreeSWITCH or other Contact Center Voice solutions
Expert knowledge of SIP, RTP, TCP/IP, NAT, WebRTC and packet analysis
Software development experience integrating SIP with desktop applications
Extensive experience with network and voice analysis tools, like NetScout or similar tools
Extensive experience with SIP, VoIP & TDM co-environment
Expert with network and common data centre infrastructure
Working knowledge of Session Border Controller
Proficient with developing VoIP/SIP application security
Proficient with writing support and procedure diagrams, graphs and documentation
Expert Layer 3 and QOS Experience
Expert with Rules Engines, Session Management, Route Plans, and Traffic Management
Working experience with Linux OS & ISO images
Experience with Voice over TLS and Security Certificates is desirable
