Software Engineer (Contact Center Tech Platform - Media Protocols), Enterprise Systems

Summary

Posted: Dec 7, 2024

Role Number:200564896

We're a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other's ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it. We are looking for a passionate software engineer to join the team transforming our Contact Center Platform, partnering with highly skilled global and regional colleagues, in a dynamic and exciting environment!

Description

The Information Systems & Technology (IS&T) Customer Systems team handles the delivery of critical global applications for Apple's sites, including the Contact Center Platform and its integration with other Contact Center tools. This role falls under the Contact Center Technology (CCTech) function within the Americas IS&T Customer Systems team. This position demands a strong technical background in media protocols, a dedication to exceptional customer service, robust leadership skills, and the ability to thrive in a fast-paced, multifaceted environment! Act as the CCTech Platform Engineer, contributing to the transition of the contact center platform from on-premises to cloud technology. Oversee and enhance the CCTech environment to ensure optimal deployment of applications and hardware. Ensure the CCTech environment is well-prepared and appropriately scaled for various events and business needs. Support or lead CCTech initiatives related to the Contact Center Platform, working with global and regional business leaders to identify and capitalize on opportunities. Develop, update, and maintain high-quality documentation for our products and services, including user manuals, API documentation, system architecture guides, and troubleshooting guides. Ensure these materials communicate complex information clearly and effectively. Manage relationships with key stakeholders and partners, including global product owners, regional business units, and IS&T partners. Identify and recommend system and process improvements related to the Contact Center Platform, suggesting new solutions and enhancing system utilization.

Minimum Qualifications

• FreeSWITCH (or equivalent) development experience
• Working experience in programming languages : golang, Python, C/C++
• Development experience with Media Protocols (RTP)

Preferred Qualifications

• 3+ years in working experieince in FreeSWITCH (or equivalent) development experience
• 3+ years in working experieince in programming languages : golang, Python, C/C++
• 3+ years in working development experience with Media Protocols (RTP)
• Dedication to exceptional customer service
• Leadership skills
• Technical writing skills ( 3-5 years)
• Ability to thrive in a fast-paced, multifaceted environment
• Bachelor's Degree in Engineering / Computer Science / Information Technology or equivalent work experience
• Outstanding social, communication, and influencing abilities across various cultural contexts
• Strong analytical and problem-solving skills
• Highly accountable and dedicated to completing tasks
• Capable of prioritizing work effectively
• Independent, self-motivated, and committed leader

Additional Requirements

More

• 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.