Voice Engineer

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 Apple's customer support experience — from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare's online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

## Description

The Information Systems & Technology (IS&T) Customer Systems team delivers many of the key global applications used in Apple’s sites, including the Contact Centre Voice Platform and it’s integrations with other Contact Centre tools. This role is part of the Contact Centre Technology (CCTech) function within the Asia Pacific IS&T Customer Systems team. Overview of the Role: The role is either based in Apple Shanghai office. You will have a strong technical background in SIP, be committed to customer experience, be a strong leader and advocate for the Asia Pacific region, and thrive in a fast-paced, dynamic environment tobe qualified for the role.

## Minimum qualifications

Experience in large enterprise & global SIP engineering, development, deployments and support

Bachelor’s Degree in Engineering / Computer Science / Information Technology or Equivalent

Extensive experience with Kamailio (or OpenSIPS) for SIP routing, load balancing, and proxy functions

Strong experience with FreeSWITCH or other Contact Center Voice solutions

Expert knowledge of SIP, RTP, TCP/IP, NAT, WebRTC and packet analysis

Software development experience integrating SIP with desktop applications

Extensive experience with network and voice analysis tools, like NetScout or similar tools

Extensive experience with SIP, VoIP & TDM co-environment

Expert with network and common data centre infrastructure

Working knowledge of Session Border Controller

Proficient with developing VoIP/SIP application security

Proficient with writing support and procedure diagrams, graphs and documentation

Expert Layer 3 and QOS Experience

Expert with Rules Engines, Session Management, Route Plans, and Traffic Management
Working experience with Linux OS & ISO images
Experience with Voice over TLS and Security Certificates is desirable
## Preferred qualifications
Familiarity with Mac and macOS is desirable
Prior experience in working on China / Japan related projects and understanding of the complexities of the environments / platforms used in these countries, will be an advantage.