Lead Software Engineer - Contact Center, Customer Engagement


Santa Clara Valley (Cupertino), California, United States

Full time

Artificial Intelligence / Machine Learning

May 31


Posted: May 31, 2022

Role Number:200383260

Apple is known for its world-class customer support, serving millions of customers around the world. The Contact Technologies organization builds the customer facing and contact center facing technology that powers Apple’s contact centers. Our team, CX Optimization & Coaching Technologies, builds systems and applications that empower Apple’s customers, partners & employees to engage with AppleCare, Retail and Apple corporate helpline agents.

In this role, you’ll be leading the software architecture and development for a highly cross functional system & suite of customer facing applications that are built using various technologies, including web applications, services, databases and cloud infrastructure. We are looking for a team member with strong foundations in software engineering, who has deep knowledge of providing world class customer experience solutions, and is a passionate problem solver.

Key Qualifications

  • 5+ years industry experience as a software engineering lead
  • 10+ years industry experience as a software engineer
  • Extensive experience in enterprise systems, software design and development of large-scale applications
  • Hands on experience developing technology using Java, Java EE, Web Services, REST, XML, JSON, HTTP, SSL, TCP/IP, Caching, JavaScript and Object Oriented/SOA design concepts
  • Solid understanding of data modeling and database systems including RDBMS and NoSQL databases
  • Experience with cloud deployments
  • Experience building systems for concurrency, scalability and fault tolerance
  • Experience in multi-tiered application development, and familiarity with developing large scale and high volume based applications


Ability to analyze business requirements and architect solutions

Passion for managing technically complex projects that are fast paced and critical to the business

Knowledge of analytics and monitoring technologies

Demonstrated ability to collaborate and build strong relationships with team members

Strong verbal and written communication skills

Attention to detail and user experience

Quick learner with an ability to self teach to navigate uncertainty and ambiguity

Curious problem solver who seeks to understand the underlying technology behind the product

Excellent problem solving skills, from design to engineering execution, including crisis management, communication, issue tracking, triaging and providing recommendations to users

Education & Experience

Bachelors degree in Computer Science, Engineering or equivalent technical field; Master’s degree is preferred.

Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

Apple participates in the E-Verify program in certain locations as required by law. Learn more.

Apple's committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Learn more.

Apple is a drug-free workplace. Learn more.

Additional Requirements

  • Managing highly scalable systems and product development
  • Strong communication and organization skills
  • Effectively managing work across geographically diverse teams
  • Knowledge of Customer Support CRM solutions is a plus

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