VoIP/SIP Engineer
Apple Inc
54d ago

Job Summary

We are looking for a 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 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 Pacific IS&T Customer Systems team based in Apple Singapore office.

The successful candidate will have a strong technical background in VoIP / SIP, be committed to customer experience, be a strong leader and advocate for the Asia Pacific region.

Key Qualifications

  • Experience in large enterprise & global SIP engineering, development, deployments and support
  • Extensive experience with Session Boarder Controller & Genesys SIP stack
  • 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
  • Proficient with developing VoIP / SIP application security
  • Proficient with writing support and procedure diagrams, graphs and documentation
  • Expert knowledge of SIP, RTP, TCP / IP, NAT, WebRTC and packet analysis
  • Familiarity with Genesys Voice Application Troubleshooting & Log Analysis
  • Expert Layer 3 and QOS Experience
  • Expert with Rules Engines, Session Management, Route Plans, and Traffic Management
  • Working experience with Linux OS & ISO images
  • Fluent in English and Mandarin to support these language speaking countries
  • Familiarity with Mac and macOS (desirable)
  • Description

  • Act as the technical CCTech Voice Lead for Asia Pacific, including Genesys SIP environment, Genesys Routing, Session Boarder Controller, SIP Endpoint, and the tools to monitor, alert, and troubleshoot the solutions.
  • Ownership and management of the Asia Pacific CCTech environment to ensure application and hardware deployment is optimised for the region.
  • Ownership and accountability for CCTech environment readiness for the region, ensuring the platform is appropriately scaled to meet business need.
  • Support of 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 deliverables.
  • 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 stakeholders and partners, including global product owners, regional business and IS&T partners.
  • Identifying system and process improvements relating to the Contact Centre Voice Platform and recommending new solutions and system utilisation.
  • Representing Asia Pacific in global IS&T and business forums.
  • Education

    Bachelor’s Degree in Engineering / Computer Science / Information Technology or Equivalent

    Additional Requirements

    Excellent interpersonal, communication and influencing skills across diverse cultures Strong analytical and problem solving skills Accountable and committed to task Ability to multi-

    task and prioritize Independent, motivated and proactive leader

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