Global Contact Delivery Support Analyst

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Description

The AppleCare Contact Delivery Support team serves as the central hub for AppleCare. Our primary objective is to facilitate seamless and efficient connectivity for customers seeking assistance. We are actively seeking a proactive and analytical problem-solver to join our team as a CDS Analyst. In this role, you will be a guardian of the customer experience, acting as a monitor, an expert troubleshooter, and a key operational partner. You will dive deep into data to identify system-level issues impacting our contact delivery, lead incident response efforts to drive rapid resolution, and collaborate across the organization to build a more resilient support ecosystem. This is a role for someone who thrives on making a tangible, immediate impact in a dynamic, global environment.

Responsibilities

• Monitoring & Incident Management: Proactively monitor live dashboards and alerting systems to detect and investigate anomalies in contact volumes, service levels, and agent availability.
• Lead Triage & Resolution: Act as a central point of contact during critical incidents. Lead cross-functional triage calls with AppleCare leadership, IT, Engineering, and vendor partners to diagnose root causes and drive immediate solutions.
• Deep-Dive Analysis: Perform root cause analysis on complex technical and operational issues. Analyze historical data using SQL, Tableau, and other tools to identify trends, uncover hidden problems, and prevent future occurrences.
• Operational Reporting & Communication: Develop and maintain dashboards and reports that provide clear insights into contact center health. Lead daily operational checkpoint calls with global leadership to report on performance, discuss ongoing issues, and align on priorities.
• Cross-Functional Collaboration: Build strong partnerships with IS&T, WFM, Readiness, and Product teams. Translate business needs into technical context and ensure our operational perspective is represented in future tool and process roadmaps.
• Process Improvement: Identify opportunities to enhance our monitoring, alerting, and incident response processes. Contribute to strategies that improve contact routing efficiency and overall system stability.

• 3+ years of experience in a relevant role such as Support Operations, Technical Support, NOC Analyst, or Systems Analyst.
• Strong understanding of core contact center metrics (e.g., Service Level, AHT, Occupancy) and the operational levers that influence them.
• Demonstrated experience with data visualization tools (Tableau, GBI, etc)
• Proven ability to work in a fast-paced, ambiguous environment, taking ownership of issues and driving them to resolution with minimal supervision.
• Experience in an incident management or technical troubleshooting capacity.
• Excellent communication and presentation skills, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
• Exceptional attention to detail and the ability to manage multiple competing priorities effectively.

• Experience with contact center telephony and routing platforms (Genesys, Amazon Connect, etc.).
• Experience in data analysis and querying. Proficiency in SQL
• Familiarity with programming or scripting languages for data analysis (Python, R).
• Experience working in a large-scale, global enterprise environment.
• Bachelor's degree in a technical or analytical field, or equivalent experience.