Solutions Architect, AppleCare Technologies
Core
Design, develop, and deploy contact delivery infrastructure and integrated system architectures for AppleCare support systems.
Role type
Senior IC Solutions Architect (Contact Center Infrastructure)
Builds
Contact center and support systems infrastructure technology roadmap, including routing, outbound, and contact delivery infrastructure.
Domain
Telecommunications, Customer Support, Cloud Infrastructure
Required skills
Enterprise system architecture, Cloud infrastructure design, Large-scale technology migrations, Agentic Workflows, AI, Machine Learning, Project management, System analysis
Preferred skills
Python automation, SQL, Splunk, Grafana, Automated Contact Delivery Systems, skills-based routing, VoIP technologies (WebRTC, SIP), Network fundamentals (TCP/IP, DNS, Routing)
Responsibilities
Lead design and deployment of contact delivery infrastructure and integrated system architectures; Develop multi-year system architecture roadmaps with engineering and business stakeholders; Identify and lead design of pilots for emerging technologies; Analyze business initiative impacts on support infrastructure and propose solutions; Build cross-functional partnerships to drive innovative solutions.
Seniority
Senior, hands-on IC
