Solutions Architect, AppleCare Technologies

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires 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.

Thinking different isn't just a slogan - it's what allows Apple to continually provide our customers with the best products and support services. Thinking different is also what you get to do every day as an AppleCare Technologies Solutions Architect as you help devise and implement tomorrow's next great ideas.

Description

As an AppleCare Technologies Solutions Architect you'll serve as a collaborator and strategic advisor to our business and engineering partners in support and development of AppleCare support systems and contact delivery infrastructure. You'll leverage deep subject matter expertise to drive continuous system improvements, optimizations, and technology transformations. You'll provide guidance and advice to AppleCare leadership on today's challenges and suggest solutions and strategies to position AppleCare to meet the demands of tomorrow.

Responsibilities:

The AppleCare Technologies Solutions Architect is responsible for leading the design, development, and deployment of contact delivery infrastructure, integrated systems architectures, and critical projects for the AppleCare Support business.

You will partner extensively with our engineering and business partners to develop the contact center and support systems infrastructure technology roadmap and drive supporting initiatives in the form of R&D projects, pilots, programs, and capital projects. In this role, you will play a leading part in shaping enterprise system architecture and establishing the best practices, standards, and design patterns that guide how our platforms are built, integrated, and scaled across the support landscape including routing, outbound, and contact delivery infrastructure - ensuring solutions are resilient, secure, and continuously improved over time.

Design, organize, and implement strategic cross-functional routing and infrastructure pilots and projects in support of business outcomes

Analyze the impacts of business initiatives on routing, contact delivery and enterprise support infrastructure, and propose solutions to any misalignment or challenge

Lead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology, customer support systems, and business configuration capability

Define technical business requirements and perform analysis in support of contact delivery and customer support system technology projects

Drive system visibility and continuous improvement, and enterprise architecture strategies

Identify new and emerging technologies, and lead the design of pilots to evaluate their future potential for AppleCare use

Develop and align multi-year system architecture roadmaps with engineering and business stakeholders

Initiate and lead strategic cross-functional initiatives to address business needs

Build and nurture strong cross-functional partnerships across engineering and business teams to uncover opportunities and drive innovative solutions

Navigate ambiguity to drive consensus and actionable solutions

Preferred Qualifications

Experience automating tasks with Python, Perl, shell, or other automation tools

Experience with data analytics and designing and configuring monitoring systems using SQL, Splunk, Grafana, etc.

Experience with Automated Contact Delivery Systems and designing skills-based routing configurations (Genesys, etc.)

Strong network fundamentals (TCP/IP, DNS, Routing)

Experience developing or supporting VoIP technologies (WebRTC, SIP)

Experience with SIP / telephony infrastructure at enterprise scale

Familiarity with contact center platform and enterprise application operations and infrastructure monitoring at scale

Minimum Qualifications

5+ years of experience leading, designing, or architecting infrastructure technology projects (Contact Center and CRM Systems, Network, Data Warehouse, Enterprise Architectures)

Experience designing or supporting Enterprise applications in highly-available cloud environments

Experience with large-scale integrated technology migrations (on-prem to cloud, 3rd party to in-house, system or architecture refresh)

Experience with Agentic Workflows, AI, and Machine Learning technologies

Strong trend analysis and analytical thinking ability, with the ability to translate analysis into actions and system improvements

Strong organization and project management capability

Excellent written, verbal, and interpersonal communication skills, with the ability to build strong partner relationships

A naturally curious, creative problem-solver able to work independently in a dynamic, constantly changing environment

Bachelor's degree in Engineering, Computer Science, or equivalent work experience

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $175,500 and $263,800, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.