Contact Center Infrastructure Engineer
Core
Administer and optimize Apple's contact distribution platform (chat, task, email) within China to ensure smooth telecommunications operations.
Role type
Senior IC contact center infrastructure engineer
Builds
Contact routing solutions and disaster recovery systems for the Apple Store Online China region
Domain
Telecommunications / Contact Center Infrastructure
Required skills
Contact center telecommunications architecture, Contact routing administration, Disaster recovery planning, Test routine execution, Cutover planning, Genesys, Five9, Avaya, Nice, Chat routing solutions (China market platforms like Douyin, Tmall)
Preferred skills
User Acceptance Testing design, Production validation Testing, Technical flowchart creation, Risk evaluation, Independent judgment
Technologies
Genesys, Five9, Avaya, Nice, Douyin, Tmall
Responsibilities
Serve as day-to-day operational administrator for the contact distribution platform within China. Leverage deep knowledge of telecommunications platforms to assist project teams and business partners. Act as execution lead to assure project deliverables are fulfilled on time and to an impeccable degree of quality. Participate in regular meetings with worldwide peers during overlapping business hours. Design, document, and execute User Acceptance Testing and Production validation Testing scenarios and scripts.
Seniority
Senior, hands-on IC
