Telecommunications

Apple•Austin, TX

About The Position

Apple Inc. has an available position in Austin, Texas, focused on supporting and managing Webex and Unified Communications (UC) technologies. The role uses a trouble-ticket system to track and resolve issues, traces call problems through Cisco infrastructure, and addresses call quality, call failures, and service interruptions through mitigation and root cause analysis. It maintains proficiency in Webex, Webex Calling, vCube, and related collaborative technologies, while following SLA response guidelines and monitoring video-conference alerts for remote offices and wider service issues. The position provides guidance to junior onsite and offshore teams, serves as an escalation point for Tier 1 and Tier 2 support, and supports C-level executives, including high-touch assistance when needed. It also serves as a domain specialist and de-facto deployment engineer for infrastructure and video-conferencing requests. Responsibilities include diagnosing quality problems in LAN and WAN environments; provisioning, migrating, and maintaining video-conferencing endpoints through CUCM; monitoring alerts to maximize uptime; and supervising contractors and vendors on repairs, upgrades, and new installations.

Requirements

Bachelor’s degree or foreign equivalent in Communication Technology & Policy, Telecommunications, or a related field.
Five years of progressive post-baccalaureate experience in the job offered or a related occupation.
Five years of experience using Cisco voice infrastructure, including Unified Communications Manager, SME, Unity, Unity Connection, Presence, Gateways, Webex, and collaboration technologies.
Five years of experience using messaging protocols such as SIP and H.323.
Five years of experience using network protocols and devices.
Five years of experience applying QoS principles and voice-related security to ensure high-quality and reliable voice communications.
Five years of experience leading and collaborating with vendors, contractors, and service providers to manage, troubleshoot, upgrade, and provide technical support.
Five years of experience using cloud technologies.
Five years of experience creating and maintaining technical documentation, including HLDs, LLDs, as-built guides, methods of procedure, and issue resolutions.
Five years of experience using monitoring tools that proactively monitor and alert on system performance to ensure service and server uptime.
Five years of experience performing regular maintenance and implementing system upgrades.

Responsibilities

Use the trouble-ticket system to lead, track, and resolve Webex and Unified Communications (UC) related trouble tickets.
Maintain proficiency in Webex, Webex Calling, vCube, collaborative technologies, and technical and non-technical professional office skills.
Trace call issues through Cisco infrastructure and address call quality issues, call failures, and work interruptions in real time; mitigate issues and complete root cause analysis.
Follow SLA guidelines for prompt responses to tasks.
Monitor and respond to video-conference alerts to address remote-office issues and identify broader issues.
Guide junior onsite and offshore teams and take responsibility for the quality and consistency of Webex conferencing technologies.
Serve as an escalation point for Tier 1 and Tier 2 support on Webex and UC issues.
Collaborate with and support C-level executives on call-quality issues, providing high-touch support when needed.
Act as a de-facto deployment engineer and domain specialist for infrastructure and Webex-related video-conferencing requests and issues.
Diagnose video-conferencing quality issues within LAN and WAN environments.
Provision or migrate video-conferencing endpoints and maintain them through CUCM, monitoring alerts to maximize uptime.
Supervise contractors and vendors working on Webex and UC/video systems, and oversee and sign off on break-fix repairs, upgrades, and new-build installations.