Global Support Readiness Solution Architect, Apple
AppleCare
Personal technology company
Job no longer available
Personal technology company
1001+ employees
Job no longer available
1001+ employees
Company mission
Apple's mission is to bring the best user experience to its customers through its innovative hardware, software, and services.
Role
Who you are
- Minimum 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 developing or supporting VoIP technologies (WebRTC, SIP)
- 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
- Bachelor’s degree or equivalent work experience
- 7+ years Experience leading, crafting or architecting infrastructure technology projects (Contact Center Systems, Network, Data Warehouse)
- MA/MS/MBA
What the job involves
- 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
- 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
- Design, organize and Implement strategic multi-functional routing and infrastructure pilots and projects in support of Business outcomes
- Analyze Impacts of Business initiatives on contact delivery infrastructure and routing and propose solutions to any misalignment or challenge
- Lead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology, routing and business configuration capability
- Define technical business requirements and perform analysis in support of contact delivery technology projects
- Drive system visibility and continuous improvement strategies
- Identify new and emerging technologies and lead the design of pilots to evaluate their future potential for AppleCare use
- Initiate and lead strategic multi-functional initiatives to address business needs
- Build strong multi-functional partnerships
- Navigate ambiguity to drive consensus and actionable solutions
- Leverage a natural curiosity to continually seek and synthesize new information to drive innovation
Our take
With a market capitalisation that reached $3 trillion in 2022, Apple is the world's most valuable company. A vertically integrated approach and obsessive focus on the user experience have helped to make Apple one of the most successful companies in the world.
Since taking over at Apple, Tim Cook has been carefully curating the company's reputation as a champion of consumer privacy, trying to set the company apart from others that monetise their users' data.
The company even went as far as to introduce sweeping privacy changes which made it difficult to tailor ads to Apple’s 1bn+ iPhone users. This rocked the $400bn digital ads market, seriously harming the revenue of its bigger rivals in the lucrative industry and forcing them to rebuild their ad infrastructure.
Despite this, the company has been shaken by supply chain issues and moved a considerable amount of its manufacturing from China to India, and increased its Vietnam presence. This is because of multi-pronged production disruption in China, the second largest customer market for Apple, and triggered an estimated 10% revenue drop in the first quarter of 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
204% employee growth in 12 months
Company
Company benefits
- Everyone has different needs and schedules, and that’s why we offer medical plans that cover both physical and mental healthcare
- In addition, employees have the option to access medical professionals from almost anywhere and get free confidential counselling — virtual or in person
- You could also be eligible for help with fitness-related expenses
- Our medical coverage plans include family-friendly features such as fertility treatments
- Because we know there’s more than one way to bring a new child into your family, we support all kinds of new parents with paid leave and our gradual return-to-work programme
- You also get paid time away if you need to care for an ill family member and free guidance to help you find support for childcare, elderly care, legal referrals and more
- At Apple, we make sure women earn the same as men performing similar work. As part of that effort, your salary history is history — we won’t ask
- Every employee here also has the opportunity to become an Apple shareholder, because all are eligible for stock grants and also a discount when purchasing Apple stock
- To help you prepare for retirement, our pension can help you meet your savings goals. And to help you prepare for the unexpected, you’ll have the security of multiple forms of income protection
- Plan on developing both professionally and personally. Apple University creates classes, seminars and beyond-the-classroom tools that help employees understand Apple’s culture, organisation, values, and role in the world. You can sharpen general business and software skills through online classes
- For more formal education related to advancing your career at Apple, we’ll reimburse you for certain educational expenses, including tuition
- Whether you’re exploring personal pursuits, welcoming a new child or caring for a family member, rest assured that you’ll have paid time away when you need it most
- When you give money to an eligible organisation, we’ll match your donations one-for-one, so your contribution is doubled. And if you choose to donate your time, we’ll contribute US$25 for every hour you volunteer. Whether you donate time or money, Apple will match your contributions up to US$10,000 a year
- Get the world’s best prices on the world’s best products — Apple products. You’ll also get deals on great third-party accessories
- And there are services to help you manage life’s day-to-day tasks: dinner reservations, pet-sitters, shopping, personal travel, financial guidance and more
Company HQ
Cupertino, CA
Leadership
Tim Cook
(CEO, not founder)Joined Apple in 1998 and held various senior roles before being promoted to CEO in 2011. Previously Spent 12 years with IBM, most recently as director of North American Fulfilment, where he led manufacturing and distribution functions for IBM’s Personal Computer Company in North and Latin America
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