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