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Contact Center Infrastructure IVR Engineer

Apple· Corporate Functions
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Shanghaifull-timePosted 2mo ago

About the role

Role focused on monitoring Apple’s IVR, implementing operational improvements, and driving best-in-class customer experience for Apple Store Online. Part of the Infrastructure Operations team, supporting contact center telephony platforms and call steering solutions.

Responsibilities

  • Present IVR subject matter expertise to project teams, business partners, vendors, and other groups within Apple to design, deliver, and support call steering applications. this could include contributing to solution evaluations.
  • Extract, analyze and present data in order to deliver a logical story to audiences with varying technical and business knowledge
  • Maintain a suite of operational KPIs and dashboards to assure production functionality and application health
  • Design, document, and execute User Acceptance Testing and Production validation Testing scenarios and scripts
  • Act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality

Qualifications

  • At least 4 years of experience with contact center telephony architecture
  • Bachelor’s degree or higher
  • Direct professional experience building and supporting IVR enterprise solutions such as Genesys GVP, speech recognition, and DTMF applications
  • Fluent in written and spoken English and Mandarin
  • 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
  • Established expertise in evaluating risks and benefits of different solution options
  • Operates independently to exercise judgment in selecting methods, techniques and evaluation criteria without unnecessary delays
  • BS or postgraduate degree in engineering or CS related field preferred

Skills

Required:IVR systemsData analysis and storytellingUser Acceptance Testing (UAT)

Benefits

  • Equity and benefits information not specified in the description
Last updated Aug 21, 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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