Contact Center Infrastructure Engineer, Multimedia/Task

Job Description

You will need to be highly analytical, detail oriented, technically savvy and should possess a deep understanding of voice contact center 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. To be successful, you will need a passion for solving problems, a high degree of organization, and the ability to communicate effectively with people of various technical proficiencies. Responsibilities: - You will serve as the day-to-day operational administrator for Apple s global contact distribution platform (task and email). - You will leverage your deep knowledge of telecommunications platforms to assist project teams and business partners in understanding what is possible to meet their business needs. - You will act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality. - You will participate in regular meetings with worldwide peers during overlapping business hours. Minimum Qualifications Minimum Qualifications 5+ years of experience with contact center telecommunications architecture Fluent in written and spoken English Direct professional experience with building and administering contact routing, test routines, cutover plans, and disaster recovery solutions (requirements) in environments such as Genesys, Five9, Avaya, Nice, etc Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications 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 Bachelors and / or Masters degree in IT or CS related field preferred Education Experience Education Experience Additional Requirements Additional Requirements More