Solution Architect - Customer Engagement

Responsibilities

• Lead brainstorming sessions to gather and understand requirements
• Perform high-level systems impact analysis for new initiatives
• Implement prototypes and verify technical concepts
• Deliver scalable, high-quality, end-to-end solutions in collaboration with engineering and cross-functional teams
• Create high-level and low-level design artifacts
• Conduct architecture reviews and executive briefings for high-impact projects
• Ensure proper requirement traceability during development and integration testing
• Provide solution hand-off and training to Operations and Production Support teams
• Work with other architects to standardize architectures and establish governance frameworks
• Develop product roadmaps and identify new use cases
• Manage multiple global efforts simultaneously in an environment of ambiguity

Requirements

• 10+ years of industry experience with a strong software engineering background
• Hands-on experience architecting and developing event-based, distributed, and highly available systems
• Deep knowledge of managing enterprise-level technology at a global scale
• Expertise in Micro-services, CI/CD, and container orchestration
• Hands-on experience with cloud platforms and managed services
• Technical proficiency in Java, Springboot, Kubernetes, Docker, Kafka, and Object Oriented Programming

Preferred Qualifications

• BE/BTech degree or equivalent technical experience
• Hands-on expertise in Contact Centre technologies (ACD, IVR, CTI, Diallers, Workforce Management)
• Expertise in cloud contact centre platforms, omnichannel communication, and CRM integrations
• Knowledge of customer support domain processes and workflows
• Experience in designing and deploying GenAI or Agentic AI solutions
• Excellent communication, leadership, and analytical problem-solving skills

About the Company

Apple is a place where extraordinary people gather to do their best work. We believe hard work, creativity, and innovation fuel the ultimate customer experience. The Platform Services team develops global, business-critical applications that provide exceptional sales and service experiences across Apple's diverse ecosystem.