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Contact Center Infrastructure Engineer

Apple· Sales and Business Development
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ShanghaiFull-timePosted 1mo ago

About the role

Role focused on administration of Apple’s contact distribution platform within China (chat, task, and email) as part of the Infrastructure Operations team for Apple Store Online. Emphasizes telecommunications expertise, problem-solving, and collaboration with global peers to maintain and improve contact routing and related systems.

Responsibilities

  • Serve as the day-to-day operational administrator for Apple’s contact distribution platform within China (chat, task, and email).
  • Leverage deep knowledge of telecommunications platforms to assist project teams and business partners in understanding what is possible to meet their business needs.
  • Act as the execution lead to assure that project deliverables are fulfilled on time and to an impeccable degree of quality.
  • Participate in regular meetings with worldwide peers during overlapping business hours.
  • Design, document, and execute User Acceptance Testing and Production validation Testing scenarios and scripts

Qualifications

  • At least 4 years of experience with contact center telecommunications architecture
  • Fluent in written and spoken English and Mandarin
  • Direct professional experience with building and administering contact routing, test routines, cutover plans, and disaster recovery solutions (requirements) in environments such as Genesys, Five9, Avaya, Nice, etc
  • 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
  • Familiarity with chat routing solutions in China market platforms (such as Douyin, Tmall, etc)

Skills

Required:Contact center telecommunications architectureEnglish and Mandarin fluencyProject execution and testing leadershipCommunication and stakeholder engagementRisk assessment and decision-making
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.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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