Senior Project Manager, Contact Center Infrastructure

Austin,Texas,United States

Corporate Functions

Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. We are seeking a highly skilled and technical Contact Center Infrastructure project manager. The ideal candidate will have extensive experience with Genesys Engage and Cloud platforms, and will be responsible for end to end project management and migration of our existing Genesys Engage environment to a new platform. This role requires deep technical expertise, strong problem-solving skills, and the ability to work multi-functionally with other teams to ensure a flawless transition. This person is proactive, driven, and loves working in a fast paced and at times ambiguous environment where their work helps clarify and set direction for the processes and technologies that they’ll touch. We’re looking for an excellent project coordinator, an innovator, a deep thinker, a relationship builder, a phenomenal communicator, a team builder, and someone who works comfortably within the details but without losing sight of the larger strategy we’re driving. If this sounds like you, we’d love to talk with you.

Description

We’re looking for an outstanding Project Manager that brings deep technical proficiency alongside the skills more commonly associated with a PM, and that has a consistent record of leading diverse and complex projects from conception through implementation in the Contact Center as a Service landscape. In this role, you will traverse an array of project/program management skills (ex. Business analytics, process mapping and optimization, business and technical requirement creation, influencing solution architecture, evaluating solutions through testing, leading others through change) to a best-in-class Customer Contact system platform. - Conduct a detailed assessment of the current Genesys Engage environment, including architecture, integrations, and dependencies. - Develop a detailed migration plan, including timelines, resource requirements, risk management, and mitigation strategies. - Lead discussions about the design of the target Contact Center Infrastructure architecture, ensuring scalability, reliability, and compliance with standard methodologies. - Document integration points and ensure compatibility with existing systems and third-party applications. - Partner with Multi-functional teams about migration plan, including data migration, configuration replication, and system setup. - Lead teams through thorough testing and validation of the new environment to ensure all functionalities are working as expected. - Document all processes, configurations, and changes made during the migration. - Work closely with partners to ensure clear communication and alignment on migration objectives. - Provide regular status updates and progress reports to senior management and other relevant parties. - Lead all phases of projects within their portfolio, including: project scope definition, resource forecasting and allocation, as-is and to-be process mapping, business requirement documentation, technical requirement creation, project timeline creation, project documentation, project communications (status, risks, scope changes, etc.), organizational change, user/integration/production testing, project cutover/launches, retrospectives, and closeout. Be the voice of their body of work. - Communicate optimally and clearly to all levels of leadership within the organization, and drive discussions proactively when additional attention and focus is required. - Build tight-knit collaboration with partner teams both inside and outside of the organization, and use these strengths to positively influence the direction of their portfolio. - Participates in an inclusive environment through respecting each others’ differences and having the curiosity to learn.

Minimum Qualifications

• Minimum of 6-8 years of relevant professional experience working within a product, project, or program management role.

• Minimum of 5 years of experience with Genesys Engage platform or related enterprise CCaaS platforms.

• Bachelors, Masters, or MBA or equivalent experience.

Key Qualifications

Preferred Qualifications

• Demonstrable experience in migrating to Contact Center as a Service (CCaaS) providers.

• Deep understanding of Genesys Engage architecture, components, and functionalities.

• Proficient in Genesys Cloud platform, including architecture, APIs, and integration capabilities.

• Experience with database management and data migration techniques.

• Knowledge of networking concepts, VoIP, SIP, and telecommunication systems.

• Excellent problem-solving and analytical skills.

• Good communication and social skills.

• Ability to work independently and as part of a team.

• Meticulous with strong organizational skills.

• Genesys Certified Professional (GCP) in Engage and/or Cloud.

• Experience with Agile methodologies and project management tools.

• Familiarity with cloud-based infrastructure (AWS, Azure, etc.).

Education & Experience

Additional Requirements

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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 (Opens in a new window) .

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