Voice Engineer

Summary

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless. Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here. Customer Systems is part of IS&T and drives the technology behind Apple's customer support experience — from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare's online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

Minimum Qualifications

Experience in large enterprise & global SIP engineering, development, deployments and support Bachelor’s Degree in Engineering / Computer Science / Information Technology or Equivalent Extensive experience with Kamailio (or OpenSIPS) for SIP routing, load balancing, and proxy functions Strong experience with FreeSWITCH or other Contact Center Voice solutions Expert knowledge of SIP, RTP, TCP/IP, NAT, WebRTC and packet analysis Software development experience integrating SIP with desktop applications Extensive experience with network and voice analysis tools, like NetScout or similar tools Extensive experience with SIP, VoIP & TDM co-environment Expert with network and common data centre infrastructure Working knowledge of Session Border Controller Proficient with developing VoIP/SIP application security Proficient with writing support and procedure diagrams, graphs and documentation Expert Layer 3 and QOS Experience Expert with Rules Engines, Session Management, Route Plans, and Traffic Management Working experience with Linux OS & ISO images Experience with Voice over TLS and Security Certificates is desirable

Preferred Qualifications

Familiarity with Mac and macOS is desirable Prior experience in working on China / Japan related projects and understanding of the complexities of the environments / platforms used in these countries, will be an advantage.

Description

The Information Systems & Technology (IS&T) Customer Systems team delivers many of the key global applications used in Apple’s sites, including the Contact Centre Voice Platform and it’s integrations with other Contact Centre tools. This role is part of the Contact Centre Technology (CCTech) function within the Asia Pacific IS&T Customer Systems team. Overview of the Role: The role is either based in Apple Shanghai office. You will have a strong technical background in SIP, be committed to customer experience, be a strong leader and advocate for the Asia Pacific region, and thrive in a fast-paced, dynamic environment tobe qualified for the role.

Responsibilities

You will act as the technical CCTech Voice Lead for Asia Pacific, including Session Border Controller, SIP Routing, SIP Endpoint, and the tools to monitor, alert, and troubleshoot the solutions. You have the ownership and management of the Asia Pacific CCTech environment to ensure application and hardware deployment is optimised for the region. You hold the accountability for CCTech environment readiness for the region, ensuring the platform is appropriately scaled to meet business need. You will run or support CCTech initiatives in Asia Pacific as they relate to the Voice platform, working with the global and regional business owners to identify and define opportunities and the work you're doing. You will be the Tier 2/3 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. Tier 2/3 Operational support of the Call Recording solution in Asia Pacific. - Engagement management with key stake holders and partners, including global product owners, regional business and IS&T partners. Identifying system and process improvements relating to the Contact Centre Voice Platform, recommending new solutions and system utilization. - Representing Asia Pacific in global IS&T and business forums.