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Apple

Contact Center Infrastructure IVR Engineer

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Austin, Texas, United States

2d ago
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Job Description

Description

Description
The IVR engineer will interact daily with project teams, third party suppliers, internal IT teams, and business partners. This position requires a deep understanding of voice contact center systems with excellent troubleshooting skills. You will rely on your strong communication and presentation skills when interacting with others at all levels within Apple. Your experience in a contact center environment will enable you to work independently, while supporting a regional business unit to align with global goals. - Present IVR subject matter expertise to project teams, business partners, vendors, and other groups within Apple to design, deliver, and support call steering applications - Extract, analyze and present data in order to deliver a logical story to audiences with varying technical and business knowledge - Design, document, and implement User Acceptance Testing and production validation testing scenarios and scripts - You will act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality

Minimum Qualifications

Minimum Qualifications
  • 3+ years of experience with contact center telephony architecture
  • Direct professional experience building and supporting IVR enterprise solutions such as Genesys GVP, speech recognition, and DTMF applications

Key Qualifications

Key Qualifications

Preferred Qualifications

Preferred Qualifications
  • Strong problem-solving and analytical skills, and experience applying these in both project design settings as well as under high-impact production support conditions
  • Proficient at creating easy-to-understand flowcharts and pictorial representations of technical solutions for a non-technical audience
  • Experienced in evaluating risks and benefits of different solution options
  • Uses discretion to operate under general supervision in selecting methods, techniques and evaluation criteria
  • Bachelors degree or higher preferred

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

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  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.

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