ByPosition: Software Engineer – Contact Center
Location: Bengaluru, Karnataka, India
Industry: Software and Services
Description:
Apple’s IS&T team is seeking dedicated engineers to contribute to the next generation of software services that power crucial applications. As part of a diverse and inclusive environment, you’ll collaborate with global and regional colleagues to innovate and make a real impact. This role focuses on transforming the Contact Center Platform, demanding expertise in deploying microservices on cloud platforms, a commitment to customer experience, leadership skills, and adaptability to a fast-paced environment.
Key Qualifications:
- Strong expertise in contact center and customer experience domain
- Familiarity with voice and data engineering technologies
- Proficiency in contact center application design/development and interaction routing
- Hands-on experience in JAVA, Spring, and microservices
- Familiarity with databases like Cassandra, ElasticSearch, PostgreSQL, Redis
- Experience architecting Contact Center platforms/solutions and applications
- Knowledge of Contact Center Reporting and real-time data-based contact center stats
- Proficiency in GIT, with exposure to Genesys Cloud CX being a plus
- Experience with Kafka or event streams is advantageous
- Knowledge of cloud concepts, deployments, Kubernetes, containerization, CICD concepts
- Exposure to Genesys Framework and building custom applications is advantageous
- Excellent verbal and documentation skills for communication with non-technical users
- Strong analytical and problem-solving skills, ability to think independently
- Ability to multitask, collaborate effectively, and work proactively
- Familiarity with Mac OS is desirable
Responsibilities:
- Design, develop, implement, deploy, and support contact center applications
- Collaborate with global and regional business owners to identify opportunities and initiatives
- Lead a team of software engineers, providing technical guidance and mentorship
- Develop critical system components and review team work for accuracy and quality
- Document technical designs and system architecture
- Build prototypes using existing or new technologies
- Coordinate schedules with multi-functional teams to achieve large initiatives
- Provide operational support for the Contact Center Voice and digital solutions, handling incident mitigation, resolution, and follow-up
- Contribute to optimizing the Genesys Contact Center platform and ensure appropriate scaling
- Drive migration/development activities from on-premise to cloud-based Contact Center platform
Education & Experience:
- BE/BTech degree or equivalent technical experience
Role Number: 200548358
