Solutions Architect, AppleCare Technologies

Apple • Austin, TX

3d

About The Position

As an AppleCare Technologies Solutions Architect, you will serve as a collaborator and strategic advisor to business and engineering partners in support and development of AppleCare support systems and contact delivery infrastructure. You will leverage deep subject matter expertise to drive continuous system improvements, optimizations, and technology transformations. You will 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 AppleCare Technologies Solutions Architect is responsible for leading the design, development, and deployment of contact delivery infrastructure, integrated systems architectures, and critical projects for the AppleCare Support business. You will partner extensively with our engineering and business partners to develop the contact center and support systems infrastructure technology roadmap and drive supporting initiatives in the form of R&D projects, pilots, programs, and capital projects. In this role, you will play a leading part in shaping enterprise system architecture and establishing the best practices, standards, and design patterns that guide how our platforms are built, integrated, and scaled across the support landscape including routing, outbound, and contact delivery infrastructure — ensuring solutions are resilient, secure, and continuously improved over time.

Requirements

• 5+ years of experience leading, designing, or architecting infrastructure technology projects (Contact Center and CRM Systems, Network, Data Warehouse, Enterprise Architectures)
• Experience designing or supporting Enterprise applications in highly-available cloud environments
• Experience with large-scale integrated technology migrations (on-prem to cloud, 3rd party to in-house, system or architecture refresh)
• Experience with Agentic Workflows, AI, and Machine Learning technologies
• Strong trend analysis and analytical thinking ability, with the ability to translate analysis into actions and system improvements
• Strong organization and project management capability
• Excellent written, verbal, and interpersonal communication skills, with the ability to build strong partner relationships
• A naturally curious, creative problem-solver able to work independently in a dynamic, constantly changing environment
• Bachelor's degree in Engineering, Computer Science, or equivalent work experience
• Experience automating tasks with Python, Perl, shell, or other automation tools
• Experience with data analytics and designing and configuring monitoring systems using SQL, Splunk, Grafana, etc.
• Experience with Automated Contact Delivery Systems and designing skills-based routing configurations (Genesys, etc.)
• Strong network fundamentals (TCP/IP, DNS, Routing)
• Experience developing or supporting VoIP technologies (WebRTC, SIP)
• Experience with SIP / telephony infrastructure at enterprise scale
• Familiarity with contact center platform and enterprise application operations and infrastructure monitoring at scale

Responsibilities

• Design, organize, and implement strategic cross-functional routing and infrastructure pilots and projects in support of business outcomes
• Analyze the impacts of business initiatives on routing, contact delivery and enterprise support infrastructure, and propose solutions to any misalignment or challenge
• Lead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology, customer support systems, and business configuration capability
• Define technical business requirements and perform analysis in support of contact delivery and customer support system technology projects
• Drive system visibility and continuous improvement, and enterprise architecture strategies
• Identify new and emerging technologies, and lead the design of pilots to evaluate their future potential for AppleCare use
• Develop and align multi-year system architecture roadmaps with engineering and business stakeholders
• Initiate and lead strategic cross-functional initiatives to address business needs
• Build and nurture strong cross-functional partnerships across engineering and business teams to uncover opportunities and drive innovative solutions
• Navigate ambiguity to drive consensus and actionable solutions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior