Job Description

Summary

Posted: May 23, 2022
Role Number:200369212
At Apple, we believe that hard work, a fun environment, creativity, and innovations fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. We are seeking an exceptional engineering leader to guide a team of software engineers in Contact Technologies, focused on building incredible experiences through platforms, frameworks and applications. The ideal candidate will have a strong eye for detail on par with Apple’s high standards, a consistent track record of partnering with a diverse set of team members, and a deep technical understanding of building intuitive and scalable products. The candidate must possess excellent leadership skills, be a pro-active individual with strong written and verbal communication skills.

Key Qualifications

• Overall proven experience including at least 3 years of management experience leading engineers
• 5+ years of demonstrable experience building and maintaining large scale, distributed systems
• Must be familiar with voice and data engineering technologies
• Knowledge of Contact Center and Customer Experience domains is desired
• Experience with IP network engineering, VoIP and real-time unified communications domain technologies is a plus
• Prior/recent experience designing and delivering large-scale contact center solutions is a plus
• Experience developing tools to monitor system health, performance, and deployment
• Ability to conduct performance analysis and address production issues in large scale distributed systems
• Hands on manager who can lead by example to motivate and challenge the team to deliver their best
• Excellent problem solving, critical thinking and interpersonal skills
• Works well with ambiguity, can focus themselves and their team and move forward
• Adept at prioritizing multiple work streams in a high pressure environment
• Ability to brainstorm and communicate technology ideas and vision with various partners, adapting messaging based on the audience
• Should be highly proactive, both with systems and your team; anticipate their needs, where they might struggle, etc.
• Ability to work with vendors, multi-functional teams, internal partners

Description

We are seeking a hands-on manager who has end to end experience building and managing voice and data engineering applications for contact centers. You will be responsible for the availability, security and reliability of key applications in our portfolio. You have grown into leadership after proving your technical skills as an individual contributor, but at the same time, you still enjoy hands on work when the situation calls for it. You have designed and built large scale applications considering availability, security and reliability which serve hundreds of millions of requests/day and millions of calls/day. You keep yourself informed about new technologies, and consider the pros/cons of them as they relate to your area of responsibility. You have an eye for talent and hire and grow your engineers by mentoring and challenging them. Strong communication is a must; you will be expected to weigh in on architecture and implementation details to your team and to other engineering managers. You will lead a team of product development engineers and use your strong judgment and decision making skills to identify, prioritize and communicate the highest impact initiatives.

Education & Experience

Additional Requirements