Solution Architect- Customer Engagement

Imagine what you can do here at Apple! Apple is a place where extraordinary people gather to do their best work. We believe hard work, creativity, and innovation fuel the ultimate customer experience. Each customer engagement is an opportunity to delight, engage, and inspire – and by focusing on the smallest details, we can make a big impact on our customers. The Platform Services team at Apple is seeking a Solution Architect who demonstrates exceptional expertise and unwavering commitment to delivering outstanding results. The ideal candidate is an energetic professional with a deep understanding of enterprise systems, contact centre platforms, excellent technical skills, outstanding communication abilities, a passion for innovation, and the capacity to challenge conventional thinking. If you are highly motivated and passionate about solving complex problems, fostering innovation, and developing critical cross-functional products in a fast-paced, collaborative environment, this role is for you! Come, join us to do the best work of your life with a talented group of people. Bring your passion and dedication to the job, and there’s no telling what you could accomplish!

Description

The Platform Services team is responsible for developing and overseeing global, business-critical applications within the Customer Engagement domain. Our enterprise solutions and services are utilised across a diverse range of consumers, encompassing Apple Services, Contact Centres, Mobile Carriers, Self-Service Customers, Repair Centres, Apple Depots, Enterprise, Apple stores, and Genius Bars. These applications are meticulously crafted to provide an exceptional sales and service experience to our valued customers.

In this role, you will utilise innovative techniques and collaborate effectively with cross-functional teams and business stakeholders throughout the development lifecycle. As a successful member of the team, you will be the domain champion, leading the design and architectural development of complex solutions that enhance the overall customer experience across various sales and service channels.

We’re looking for someone with the insight and the passion to bring complex features to life. You will be expected to dive in and take ownership of technology or problem space. You will be the expert and go-to person for your areas of ownership.

Minimum Qualifications

10+ years of Industry experience in exceptional software engineering background with an outstanding body of work demonstrating experience in software development, solution architecture, and product management
Hands-on experience in architecting and developing event-based, distributed, highly available systems
Deep knowledge of developing and managing enterprise-level technology at a global scale
Experienced with Micro-services, CI/CD, and Container orchestration
Hands-on with one or more cloud platforms and managed services
Hands-on Expertise in Java, Springboot, Kubernetes, Docker, Kafka, Object Oriented Programming

Preferred Qualifications

BE/BTech degree or equivalent technical experience
Hands-on expertise in Contact Centre technologies (ACD, IVR, CTI, Diallers, Workforce Management)
Expertise in cloud contact centre platforms, omnichannel communication, and CRM integrations
Knowledge of customer support domain processes/workflows
Experience in designing and deploying GenAI solutions/Agentic AI solutions
Excellent communication skills and attention to detail for documenting and reviewing designs
Excellent problem-solving and analytical skills
Excellent leadership and influencing skills
Effective presentation, oral, and written business communication skills with various audiences and levels