Solutions Architect, Customer Systems

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world Join Apples Information Systems and Technology (ISu0026T) organization. ISu0026T is the engine behind everything Apple does for customers and for the people who build for them. Its Apples 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 ISu0026T makes the impossible feel you love building solutions to handle global complexity and immense scale Imagine what you could do Systems is part of ISu0026T 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 ideal candidate is an energetic professional who pairs deep technical expertise with outstanding communication skills brings a genuine passion for innovation and has the confidence to challenge conventional thinking. If you are highly motivated and passionate about solving complex problems fostering innovation and delivering critical cross-functional products in a fast-paced collaborative environment this role is for you.

Our team builds and operates global business-critical platforms within the AppleCare Sales Service u0026 Support space serving direct Apple customers Apple Service Providers Resellers Carriers Self-Servicing Customers Repair Centers Mac Depots Apple Retail Stores and Apple Contact a Solutions Architect you will own system design across these highly distributed customer-facing partner-facing and agent-facing platforms where privacy availability and performance are foundational design principles rather than downstream considerations. You will immerse yourself in the AppleCare sales service and support landscape to become the domain subject matter expert for this space then apply that depth to convert ambiguous business problems into concrete technical architecture working shoulder to shoulder with cross-functional business stakeholders and engineering teams from initial systems impact analysis through production

In this role you will have the following responsibilities:nOwn end-to-end system design for new business initiatives starting with high-level systems impact analysis across the existing platform ecosystemnBuild deep domain expertise across AppleCare and Retail business processes and systems and bring that context to bear on every design decision and recommendation you makenDefine system interfaces integration patterns and data flows across a broad ecosystem of upstream and downstream servicesnAuthor design specifications and technical user stories that engineering teams can build against with confidencen Champion your design ideas and recommendations with peers management and engineering teams building consensus on the approach and standing behind your architectural trade-offsnLead design reviews centered on fault tolerance graceful degradation and observability at scalenDefine and recommend SLAs SLOs and SLIs in partnership with engineering management and Operations holding the platform to a measurable standardnStay accountable for the solution through integration testing and production delivery including hand-off and enablement for Operations and Production SupportnServe as the go-to technical authority for the domain guiding partner teams as they design against and integrate with our platformsnPresent regularly to leadership on technical strategies platform modernization options scalability and capacity planning resiliency and technical risk assessments cross-system dependency roadmaps and strategies to retire technical debt

10 years in software engineering with a focus on system design technical architecture or solution architecture with demonstrable experience on large-scale customer-facing production systemsnExperience designing and documenting engineering specifications for inter- and intra-system interactions including API contracts data flows and interface definitionsnExperience architecting distributed systems for high availability fault tolerance and horizontal scalability under variable traffic loadsnProven ability to translate business requirements into system designs and technical solutions across large-scale enterprise environmentsnFamiliarity with modern backend stacks and data store technologies (e.g. Java/Python SOA J2EE object-oriented programming Oracle/NoSQL/MongoDB)nKnowledge of software development methodologies including Agile and traditional waterfallnBS/MS in Computer Science or other technical field or equivalent experience

12 years in software engineering with a focus on system design technical architecture or solution architecture working with large-scale enterprise solutionsn4 years in a hands-on development or technical architect rolenExperience developing domain expertise in a complex business area and applying it to architectural decisionsnExperience leveraging performance monitoring and observability data to identify design and optimization opportunitiesnExperience working with vendors and contractorsnExcellent problem-solving and analytical skillsnStrong written and verbal communication skills as well as strong organizational skillsnExcellent leadership and influencing skills with proficiency at managing multiple global efforts simultaneouslynExperience working in a cross-functional time-zone-distributed team environmentnSelf-motivated and proactive with demonstrated creative and critical thinking capabilities