At Apple, we pride ourselves on providing an unparalleled customer service experience - a customized journey designed to surprise and delight - and it is our unique set of technologies that allow this magic to happen. Our focus, as part of the Customer Experience Channels Optimization (CXCO) team, is to ensure that those technologies are healthy, aligned with current business needs, and ready to take on the next big thing! The Contact Gateway platform is a powerful tool that allows AppleCare to manage our customer's support experience in a flexible and agile way, and is central to most Contact Center strategies. It is also a tool used for investigation into potential engineering issues, customer experience problems, and much more. The Contact Gateway ecosystem is the nerve center of our support programs, and as such requires a dedicated team to ensure that it is functioning appropriately for the needs of the business and our customers.
Want more jobs like this?
Get jobs in Austin, TX delivered to your inbox every week.
Description
As a Contact Gateway Configuration Analyst, you will be responsible for ensuring that the Contact Gateway platform is correctly provisioned with all requirements necessary to support the changing needs of the AppleCare Contact Center business, by working multi-functionally with partners across AppleCare and beyond. Responsibilities: Perform configuration activities within the Contact Gateway Work with project owners in support of new Contact Center processes Work with Engineering to perform changes in support of Carpè Facto and CAT investigations Analyze proposed changes and initiatives, and ensure that Contact Gateway dependencies are considered during planning Work in a fast paced environment supporting configuration requests from multiple organizations across AppleCare
Minimum Qualifications
- Bachelors Degree or equivalent experience
- 5+ years of experience with Contact Gateway configuration experience
- Experience with contact center routing and provisioning systems
- Deep knowledge of Contact Center structure and organization
- Experience troubleshooting complex customer support systems
- Proven ability to collaborate effectively across multiple groups
Preferred Qualifications
- Experience with project management processes
- Previous experience in an analytical role
- Ability to influence without authority
- Ability to anticipate stakeholder needs, and provide appropriate guidance
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 .
Submit Resume