Software Engineer, Customer Systems

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple's Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It's Apple's central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless. Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here.

Customer Systems is part of IS&T and drives the technology behind Apples customer support experience - from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCares online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

We are seeking a Software Engineer who demonstrates exceptional expertise and unwavering commitment to delivering outstanding results. The ideal candidate is an energetic professional with a deep understanding of enterprise systems, excellent technical skills, outstanding communication abilities, a passion for innovation, and the capacity to challenge conventional thinking. If you are highly motivated and passionate about solving complex problems, fostering innovation, and developing critical cross-functional products in a fast-paced, collaborative environment, this role is for you.

This 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 Centers, Mobile Carriers, Self-Service Customers, Repair Centers, 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 become 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. Participate in brainstorming sessions to gather/understand requirements Perform high-level systems impact analysis for new initiatives Implement prototype and/or verify concepts Deliver Scalable, High-Quality, End-to-End Solutions in collaboration with senior architects, 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 standardize architectures and establish an architecture governance framework across the organization. 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 simultaneously5+ years experience developing enterprise applications 3+ years experience in Java, Springboot, Kubernetes, Docker, Kafka, and Object Oriented Programming 2+ years hands on experience in one or more enterprise cloud platforms (AWS, GCP, Azure) BS/BA degree or equivalent technical industry experience Exceptional 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 Experienced with Micro-services, CI/CD, and Container orchestration 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 Knowledge of machine learning fundamentals