Job Details

Contact Gateway Configuration Analyst

Austin, Texas, United States

Support and Service

Summary

Posted: May 07, 2025

Weekly Hours: 40

Role Number: 200601694

At Apple, we pride ourselves on providing an unparalleled customer service experience - a customized journey designed to surprise and delight - and it is our unique set of technologies that allow this magic to happen. Our focus, as part of the Customer Experience Channels Optimization (CXCO) team, is to ensure that those technologies are healthy, aligned with current business needs, and ready to take on the next big thing!

The Contact Gateway platform is a powerful tool that allows AppleCare to manage our customer’s support experience in a flexible and agile way, and is central to most Contact Center strategies. It is also a tool used for investigation into potential engineering issues, customer experience problems, and much more. The Contact Gateway ecosystem is the nerve center of our support programs, and as such requires a dedicated team to ensure that it is functioning appropriately for the needs of the business and our customers.

Description

As a Contact Gateway Configuration Analyst, you will be responsible for ensuring that the Contact Gateway platform is correctly provisioned with all requirements necessary to support the changing needs of the AppleCare Contact Center business, by working multi-functionally with partners across AppleCare and beyond.

Responsibilities:

Perform configuration activities within the Contact Gateway

Work with project owners in support of new Contact Center processes

Work with Engineering to perform changes in support of Carpè Facto and CAT investigations

Analyze proposed changes and initiatives, and ensure that Contact Gateway dependencies are considered during planning

Work in a fast paced environment supporting configuration requests from multiple organizations across AppleCare

Minimum Qualifications

• Bachelors Degree or equivalent experience

• 5+ years of experience with Contact Gateway configuration experience

• Experience with contact center routing and provisioning systems

• Deep knowledge of Contact Center structure and organization

• Experience troubleshooting complex customer support systems

• Proven ability to collaborate effectively across multiple groups

Preferred Qualifications

• Experience with project management processes

• Previous experience in an analytical role

• Ability to influence without authority

• Ability to anticipate stakeholder needs, and provide appropriate guidance

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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.