Contact Center Multimedia Subject Matter Expert

Austin, TX 78701
  • Job Code
    200198216
Summary

Summary

Posted: Nov 11, 2020

Weekly Hours: 40

Role Number:200198216

The people here at Apple don't just build products - we craft the kind of wonder that's revolutionized entire i...Summary

Summary

Posted: Nov 11, 2020

Weekly Hours: 40

Role Number:200198216

The people here at Apple don't just build products - we craft the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.

The Retail Online Infrastructure and Operations resource is responsible for connectivity within the global Apple enterprise contact center in support of the regional Apple Digital and Apple Retail Store business requirements. Areas of focus will be with multi-media systems including chat, email, and workflow. Role will include solution setup, modification, troubleshooting, collaboration with other Apple business units on joint projects or goals and special project or business needs as they arise.

You will need to be highly analytical, detail oriented, technically savvy and should possess a deep understanding of multi-media contact center systems with excellent troubleshooting skills to be successful in this role. You will rely on your good communication skills and excellent presentation skills when interacting with others at all levels within Apple. Critical and creative thinking are meaningful skills. You will also ideally possess experience in a contact center environment, working independently, while supporting the regional business unit to align with global goals.

Key Qualifications

  • This role requires experience with contact center platforms: Genesys voice and/or multimedia solutions, SIP environments, IVR speech call steering, contact routing, real time and historical reporting, WAN/LAN, custom-built applications
  • Previous contact center engineering experience is highly desirable
  • Experience working with online store or iOS application services is important
  • Excellent leadership skills and the ability to succeed in a fast paced environment and to adapt to sudden changes are critical
  • Experience and confidence interacting with all levels of management and departments within Apple, as well as with vendors is critical
  • Deep understanding of the full lifecycle project process including understanding business and functional requirements, developing details business requirements, technical design reviews and implementing sustainable solutions are required
  • Strong problem solving and analytical skills combined with the ability to manage thru crisis conditions are important
  • Excellent collaboration skills to work effectively with different teams is critical
  • Demonstrated ability to brainstorm and communicate technology ideas and issues with peers and business partners are required
  • Solid ability to effectively function independently or with minimal supervision is necessary
  • Superb people skills and written and oral presentation skills are critical
  • 5 or more years working in the contact center operations field is required
  • Experience crafting and developing contact center systems/tools is required
  • Ability to deliver results quickly and efficiently under deadline pressure
  • Ability to handle numerous projects at a time
  • Ability to work collaborative on global teams and accommodate time differences if necessary

Description

Represent the current multi-media solution to project teams, business partners and other divisions within the region

Actively work with internal teams to define project requirements and expectations as the multi-media subject matter expert

Perform user acceptance testing on the multi-media environment, routing solutions and specialist tools

Manage regionally focused projects of various sizes and complexities, set priorities and build measures to define success

Work with peer groups to determine how projects or changes may impact other global cross-functional teams

Serve as the day to day operational administrator for Apple's global multi-media enterprise

Provide tier 2 operations support for the contact center teams

Provide support for Apple and vendor site locations across multiple countries

This role may require on-call duty and working non-standard hours

This role requires approximately 10% domestic and international travel

Education & Experience
- Bachelor's Degree or equivalent work experience

Additional Requirements

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Contact Center Multimedia Subject Matter Expert

Apple, Inc.
Austin, TX 78701

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