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Voice Engineer

Apple· Information Systems & Technology (IS&T) Customer Systems / Contact Centre Technology (CCTech)
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Hybrid (Shanghai)full-timePosted 2mo ago

About the role

Role-based lead for Asia Pacific in Apple's Contact Centre Technology within IS&T Customer Systems. Responsible for SIP-based voice platform, SBC, routing, monitoring, incident management, regional environment readiness, and collaboration with global and regional stakeholders to optimize the Voice platform.

Responsibilities

  • 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
  • Own and manage the Asia Pacific CCTech environment to ensure application and hardware deployment is optimised for the region
  • Ensure platform readiness and scaling to meet business needs in the region
  • Run or support CCTech initiatives in Asia Pacific related to the Voice platform, collaborating with global and regional owners
  • Provide Tier 2/3 Operational support for end-to-end Contact Centre Voice solution, handling P1/P0 incidents and recurring issues as part of a 24x7 global team
  • Provide Tier 2/3 Operational support of the Call Recording solution in Asia Pacific
  • Engage with stakeholders and partners, including global product owners, regional business and IS&T teams
  • Identify system and process improvements for the Contact Centre Voice Platform and recommend new solutions
  • Represent Asia Pacific in global IS&T and business forums

Qualifications

  • 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
  • Familiarity with Mac and macOS is desirable
  • Prior experience in working on China / Japan related projects and understanding of the complexities of those environments will be an advantage

Skills

Required:SIP routing and session managementVoIP/Telephony platformsNetwork and securityNetwork toolsLinux administrationDocumentationIncident managementCross-functional collaboration
Nice to have:SIP application development

Benefits

  • Not specified in the description
Last updated Oct 23, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

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