Solutions Architect - Contact Delivery & Support Infra

Apple Inc.; Sunnyvale, Northern (CA, KY); Hybrid; USD 176,000 - 264,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement benefits

Employee stock programs

Relocation assistance

Tuition reimbursement

Job summary

Apple Inc. in Sunnyvale, CA, is seeking an experienced Solutions Architect for AppleCare Technologies to lead the design, deployment, and optimization of contact delivery infrastructure and enterprise systems.

You will partner with engineering and business teams to shape the technology roadmap and drive strategic initiatives that improve customer support platforms. The role requires strong architectural skills, cloud experience, and leadership to guide complex projects.

Qualifications

• 5+ years leading infrastructure projects (Contact Center and CRM systems)
• Experience designing or supporting enterprise applications in highly available cloud environments
• Experience with large-scale migrations (on-prem to cloud or external to in-house)
• Experience with AI/ML technologies in enterprise settings
• Strong analytical thinking and ability to translate analysis into actions
• Excellent communication and collaboration skills
• Bachelor’s degree in Engineering, Computer Science, or equivalent

Responsibilities

• Lead design, development, and deployment of contact delivery infrastructure and critical projects for AppleCare Support
• Collaborate with engineering and business partners to map the technology roadmap for contact center systems
• Pilot and implement cross-functional routing and infrastructure initiatives
• Assess impacts of business initiatives on routing and enterprise infrastructure and propose solutions
• Provide technical guidance for AppleCare projects in contact delivery and support systems
• Define technical requirements and perform analyses for system projects
• Drive system visibility, improvement, and enterprise architecture strategies
• Identify emerging technologies and design pilots to evaluate potential
• Develop multi-year roadmaps aligned with stakeholders
• Lead cross-functional initiatives and nurture partnerships across teams
• Navigate ambiguity to reach consensus and actionable solutions

Skills

Infrastructure architecture

Cloud environments

Enterprise systems

AI / Machine Learning

Project management

Stakeholder communication

Education

Bachelor's degree in Engineering/CS or equivalent

Tools

Python

Shell

Genesys

Splunk

Grafana

SQL

Job description

Apple Inc. in Sunnyvale, CA, is seeking an experienced Solutions Architect for AppleCare Technologies to lead the design, deployment, and optimization of contact delivery infrastructure and enterprise systems.

You will partner with engineering and business teams to shape the technology roadmap and drive strategic initiatives that improve customer support platforms. The role requires strong architectural skills, cloud experience, and leadership to guide complex projects.