Solution Architect- Customer Engagement

Apple

4h

About The Position

Imagine what you can do here at Apple! Apple is a place where extraordinary people gather to do their best work. We believe hard work, creativity, and innovation fuel the ultimate customer experience. Each customer engagement is an opportunity to delight, engage, and inspire – and by focusing on the smallest details, we can make a big impact on our customers. The Platform Services team at Apple is seeking a Solution Architect who demonstrates exceptional expertise and unwavering commitment to delivering outstanding results. The ideal candidate is an energetic professional with a deep understanding of enterprise systems, contact centre platforms, excellent technical skills, outstanding communication abilities, a passion for innovation, and the capacity to challenge conventional thinking. If you are highly motivated and passionate about solving complex problems, fostering innovation, and developing critical cross-functional products in a fast-paced, collaborative environment, this role is for you! Come, join us to do the best work of your life with a talented group of people. Bring your passion and dedication to the job, and there’s no telling what you could accomplish! The Platform Services team is responsible for developing and overseeing global, business-critical applications within the Customer Engagement domain. Our enterprise solutions and services are utilised across a diverse range of consumers, encompassing Apple Services, Contact Centres, Mobile Carriers, Self-Service Customers, Repair Centres, Apple Depots, Enterprise, Apple stores, and Genius Bars. These applications are meticulously crafted to provide an exceptional sales and service experience to our valued customers. In this role, you will utilise innovative techniques and collaborate effectively with cross-functional teams and business stakeholders throughout the development lifecycle. As a successful member of the team, you will be the domain champion, leading the design and architectural development of complex solutions that enhance the overall customer experience across various sales and service channels. We’re looking for someone with the insight and the passion to bring complex features to life. You will be expected to dive in and take ownership of technology or problem space. You will be the expert and go-to person for your areas of ownership.

Requirements

• 10+ years of Industry experience in exceptional software engineering background with an outstanding body of work demonstrating experience in software development, solution architecture, and product management
• Hands-on experience in architecting and developing event-based, distributed, highly available systems
• Deep knowledge of developing and managing enterprise-level technology at a global scale
• Experienced with Micro-services, CI/CD, and Container orchestration
• Hands-on with one or more cloud platforms and managed services
• Hands-on Expertise in Java, Springboot, Kubernetes, Docker, Kafka, Object Oriented Programming
• BE/BTech degree or equivalent technical experience
• Excellent communication skills and attention to detail for documenting and reviewing designs
• Excellent problem-solving and analytical skills
• Excellent leadership and influencing skills
• Effective presentation, oral, and written business communication skills with various audiences and levels

Nice To Haves

• Hands-on expertise in Contact Centre technologies (ACD, IVR, CTI, Diallers, Workforce Management)
• Expertise in cloud contact centre platforms, omnichannel communication, and CRM integrations
• Knowledge of customer support domain processes/workflows
• Experience in designing and deploying GenAI solutions/Agentic AI solutions

Responsibilities

• Lead brainstorming sessions to gather/understand requirements
• Perform high-level systems impact analysis for new initiatives
• Implement prototype and/or verify concepts
• Deliver Scalable, High-Quality, End-to-End Solutions in collaboration with stakeholders, engineering, and cross-functional teams
• Create High-level and Low-level design artifacts
• Conduct architecture reviews and executive briefings for high-impact projects
• Ensure proper requirement traceability and delivery during development and Integration Testing
• Provide solution hand-off and training for the new features to Operations and Production Support teams
• Work with other architects to standardise architectures and establish an architecture governance framework across the organisation.
• Develop product roadmaps and identify new use cases.
• Navigate and execute in an environment of ambiguity and lead teams to the successful delivery of solutions
• Manage multiple global efforts simultaneously

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree