Apple CCTech SIP Product Manager / Engineering Project Manager in Santa Clara Valley, California

CCTech SIP Product Manager / Engineering Project Manager

Job Number: 113138487

Santa Clara Valley, California, United States

Posted: 13-Oct-2017

Weekly Hours: 40.00

Job Summary

We are looking for passionate VoIP engineer to join the team transforming our Contact Centre Voice Platform to SIP, partnering with highly skilled global and regional colleagues, in a fast paced and exciting environment.

The IS&T Customer Systems team delivers many of the key global applications used in Apple’s Global sites, including the Contact Centre Voice Platform and it’s integrations with other Contact Centre tools.

This role is part of the Call Center Technology (CCTech) function within the team and based at Apple’s IS&T office in Sunnyvale, CA or Austin, TX.

Key Qualifications

  • Technical:* Experience in large enterprise & global SIP engineering, development, deployments and support

  • Technical Program and Project Management supporting Contact Centers and Voice applications

  • Experience with Network and Voice environments

  • Familiarity of SIP, RTP, TCP/IP, NAT and Packet Analysis

  • Understand Network and Common Data Center Infrastructure

  • Knowledge of VoIP/SIP Application Security

  • Experience Writing Support and Procedure Diagrams, Graphs, and Documentation* Non-technical:* Program and Project Management

  • Strong Conflict Resolution and Escalation Management

  • Communication

  • Problem solving

  • Ability to multi-task

  • Strong team player with excellent collaboration skills

  • Leadership

  • Pro-active and able to work on own initiative

  • Attention to detailDescription

The successful applicant will have a strong technical background in VoiP related Monitoring and Alerting tools, be committed to customer experience, be a strong leader and advocate for the global team, and thrive in a fast-paced, dynamic environment.

Responsibilities include:

Roadmap and Strategic Direction of the SIP Program and Platform

Act as the technical program lead for Contact Center Voice initiatives, including call recording.

Ensuring the Contact Center Voice platform is appropriately scaled to meet business and IST needs

Involved with configuring and managing Contact Center Voice environment

Partnership and maintain close relationship with network and corporate voice teams in deploying and enhancing the VoIP platform

Support of CCTech initiatives as they relate to the Voice platform, working with the global and regional business owners to identify and define opportunities and deliverables.

Ownership Tier 3 Operational support of the end-to-end Contact Centre Voice solution, taking ownership of mitigation, resolution and followup for impactful P1/P0 incidents and lower priority recurring issues, as part of a 24*7 global support team.

Engagement management with key stakeholders and partners, including global product owners and regional business and IS&T partners.

Identifying system and process improvements relating to the Contact Centre Voice Platform and recommending new solutions

Education

BA/BS degree or equivalent technical experience required.

Additional Requirements

Familiarity with Mac and OS desirable