Solution Architect- Customer Engagement

Apple; Hyderabad; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Apple is seeking a software expert to join our Platform Services team in Hyderabad. The role involves developing and overseeing applications that enhance customer engagement. You'll lead cross-functional teams to deliver innovative, scalable solutions while ensuring high-quality development and integration.

The ideal candidate possesses over 10 years of experience in software engineering, has strong knowledge of cloud platforms, and is proficient in Java, Spring Boot, and micro-services. Join us and help shape exceptional customer experiences!

Qualifications

• 10+ years of industry experience in software engineering.
• Hands-on experience in architecting and developing event-based systems.
• Deep knowledge of enterprise-level technology management.

Responsibilities

• Lead brainstorming sessions to gather requirements.
• Deliver scalable, high-quality solutions.
• Create design artifacts for projects.

Skills

Software development

Solution architecture

Product management

Micro-services

Cloud platforms

Java

Education

BE/BTech degree

Tools

Spring Boot

Kubernetes

Docker

Kafka

Job description

Summary

Imagine what you can do here at Apple! 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. Each customer engagement is an opportunity to delight, engage, and inspire – and by focusing on the smallest details, we can make a big impact on our customers.

Description

The Platform Services team is responsible for developing and overseeing global, business-critical applications within the Customer Engagement domain. Our enterprise solutions and services are utilized across a diverse range of consumers, encompassing Apple Services, Contact Centres, Mobile Carriers, Self-Service Customers, Repair Centres, Apple Depots, Enterprise, Apple stores, and Genius Bars. These applications are meticulously crafted to provide an exceptional sales and service experience to our valued customers.

In this role, you will utilize innovative techniques and collaborate effectively with cross-functional teams and business stakeholders throughout the development lifecycle. As a successful member of the team, you will be the domain champion, leading the design and architectural development of complex solutions that enhance the overall customer experience across various sales and service channels.

We’re looking for someone with the insight and the passion to bring complex features to life. You will be expected to dive in and take ownership of technology or problem space. You will be the expert and go-to person for your areas of ownership.

Responsibilities

• Lead brainstorming sessions to gather and understand requirements
• Perform high-level system impact analysis for new initiatives
• Implement prototypes and/or verify concepts
• Deliver scalable, high-quality, end-to-end solutions in collaboration with stakeholders, 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 and delivery during development and integration testing
• Provide solution hand‑off and training for the new features to operations and production support teams
• Work with other architects to standardise architectures and establish an architecture governance framework across the organisation
• Develop product roadmaps and identify new use cases
• Navigate and execute in an environment of ambiguity and lead teams to the successful delivery of solutions
• Manage multiple global efforts simultaneously

Minimum Qualifications

• 10+ years of industry experience in software engineering background with an outstanding body of work demonstrating experience in software development, solution architecture, and product management
• Hands‑on experience in architecting and developing event‑based, distributed, highly available systems
• Deep knowledge of developing and managing enterprise-level technology at a global scale
• Experience with micro‑services, CI/CD, and container orchestration
• Hands‑on experience with one or more cloud platforms and managed services
• Hands‑on expertise in Java, Spring Boot, 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 solutions / Agentic AI solutions
• Excellent communication skills and attention to detail for documenting and reviewing designs
• Excellent problem‑solving and analytical skills
• Excellent leadership and influencing skills
• Effective presentation, oral, and written business communication skills with various audiences and levels

Additional Information

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace.