Solutions Architect, AppleCare Technologies

Apple; Sunnyvale (CA); On-site; USD 176,000 - 264,000; Full time

Benefits offered by this job

Comprehensive medical and dental cover

Retirement benefits

Discounted products and services

Tuition reimbursement

Relocation assistance

Job summary

AppleCare Technologies in Sunnyvale seeks a Solutions Architect to lead the design and deployment of contact delivery infrastructure for the AppleCare Support business. You will collaborate with engineering and business partners to shape enterprise architectures and drive impactful, scalable solutions.

Responsibilities include defining roadmaps, evaluating new technologies, and guiding pilots while ensuring security, reliability, and performance across platforms.

Qualifications

• 5+ years leading, designing, or architecting infrastructure projects.
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• Experience with enterprise cloud applications and migrations.
• Experience with AI/ML workflows.
• Strong communication and project management skills.
• Bachelor's degree in Engineering or CS or equivalent.

Responsibilities

• Lead design, development and deployment of contact delivery infrastructure.
• Partner with engineering and business teams to build roadmaps.
• Design cross-functional routing and infrastructure pilots.
• Analyze impacts of initiatives on routing and infrastructure.
• Provide technical guidance for AppleCare projects.
• Define technical business requirements for projects.
• Drive enterprise architecture strategies and roadmaps.
• Identify new technologies and pilot them for future use.
• Lead cross-functional initiatives to address business needs.
• Build strong cross-functional partnerships across teams.

Skills

Leadership experience

Communication

Project management

Analytical thinking

Problem solving

Education

Bachelor's degree in Engineering/CS or equivalent

Tools

Python

Perl

Shell

SQL

Splunk

Grafana

Genesys

SIP

Job description

Solutions Architect, AppleCare Technologies

Sunnyvale, California, United States Software and Services

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just craft products — they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Thinking different isn't just a slogan — it's what allows Apple to continually provide our customers with the best products and support services. Thinking different is also what you get to do every day as an AppleCare Technologies Solutions Architect as you help devise and implement tomorrow's next great ideas.

Description

As an AppleCare Technologies Solutions Architect you'll serve as a collaborator and strategic advisor to our business and engineering partners in support and development of AppleCare support systems and contact delivery infrastructure. You'll leverage deep subject matter expertise to drive continuous system improvements, optimizations, and technology transformations. You'll provide guidance and advice to AppleCare leadership on today's challenges and suggest solutions and strategies to position AppleCare to meet the demands of tomorrow.

Responsibilities

• The AppleCare Technologies Solutions Architect is responsible for leading the design, development, and deployment of contact delivery infrastructure, integrated systems architectures, and critical projects for the AppleCare Support business.
• You will partner extensively with our engineering and business partners to develop the contact center and support systems infrastructure technology roadmap and drive supporting initiatives in the form of R&D projects, pilots, programs, and capital projects. In this role, you will play a leading part in shaping enterprise system architecture and establishing the best practices, standards, and design patterns that guide how our platforms are built, integrated, and scaled across the support landscape including routing, outbound, and contact delivery infrastructure — ensuring solutions are resilient, secure, and continuously improved over time.
• Design, organize, and implement strategic cross-functional routing and infrastructure pilots and projects in support of business outcomes
• Analyze the impacts of business initiatives on routing, contact delivery and enterprise support infrastructure, and propose solutions to any misalignment or challenge
• Lead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology, customer support systems, and business configuration capability
• Define technical business requirements and perform analysis in support of contact delivery and customer support system technology projects
• Drive system visibility and continuous improvement, and enterprise architecture strategies
• Identify new and emerging technologies, and lead the design of pilots to evaluate their future potential for AppleCare use
• Develop and align multi-year system architecture roadmaps with engineering and business stakeholders
• Initiate and lead strategic cross-functional initiatives to address business needs
• Build and nurture strong cross-functional partnerships across engineering and business teams to uncover opportunities and drive innovative solutions
• Navigate ambiguity to drive consensus and actionable solutions

Minimum Qualifications

• 5+ years of experience leading, designing, or architecting infrastructure technology projects (Contact Center and CRM Systems, Network, Data Warehouse, Enterprise Architectures)
• Experience designing or supporting Enterprise applications in highly-available cloud environments
• Experience with large-scale integrated technology migrations (on-prem to cloud, 3rd party to in-house, system or architecture refresh)
• Experience with Agentic Workflows, AI, and Machine Learning technologies
• Strong trend analysis and analytical thinking ability, with the ability to translate analysis into actions and system improvements
• Strong organization and project management capability
• Excellent written, verbal, and interpersonal communication skills, with the ability to build strong partner relationships
• A naturally curious, creative problem-solver able to work independently in a dynamic, constantly changing environment
• Bachelor's degree in Engineering, Computer Science, or equivalent work experience

Preferred Qualifications

• Experience automating tasks with Python, Perl, shell, or other automation tools
• Experience with data analytics and designing and configuring monitoring systems using SQL, Splunk, Grafana, etc.
• Experience with Automated Contact Delivery Systems and designing skills-based routing configurations (Genesys, etc.)
• Strong network fundamentals (TCP/IP, DNS, Routing)
• Experience with SIP / telephony infrastructure at enterprise scale
• Familiarity with contact center platform and enterprise application operations and infrastructure monitoring at scale

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $175,500 and $263,800, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs.

Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan.

• Comprehensive medical and dental coverage
• retirement benefits
• a range of discounted products and free services
• for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition.
• discretionary bonuses or commission payments as well as relocation.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

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

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

Learn about reasonable accommodations for job applicants

Apple accepts applications to this posting on an ongoing basis.