Global Contact Delivery Support Analyst

1 week ago

Austin, Texas, United States Apple Full time $90,000 - $120,000 per year
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The people here at Apple don't just craft 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. Join Apple, and help us leave the world better than we found it.

Description
The AppleCare Contact Delivery Support team serves as the central hub for AppleCare. Our primary objective is to facilitate seamless and efficient connectivity for customers seeking assistance. We are actively seeking a proactive and analytical problem-solver to join our team as a CDS Analyst.

In this role, you will be a guardian of the customer experience, acting as a monitor, an expert troubleshooter, and a key operational partner. You will dive deep into data to identify system-level issues impacting our contact delivery, lead incident response efforts to drive rapid resolution, and collaborate across the organization to build a more resilient support ecosystem. This is a role for someone who thrives on making a tangible, immediate impact in a dynamic, global environment.

Minimum Qualifications
3+ years of experience in a relevant role such as Support Operations, Technical Support, NOC Analyst, or Systems Analyst.
Strong understanding of core contact center metrics (e.g., Service Level, AHT, Occupancy) and the operational levers that influence them.
Demonstrated experience with data visualization tools (Tableau, GBI, etc)
Proven ability to work in a fast-paced, ambiguous environment, taking ownership of issues and driving them to resolution with minimal supervision.
Experience in an incident management or technical troubleshooting capacity.
Excellent communication and presentation skills, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
Exceptional attention to detail and the ability to manage multiple competing priorities effectively.

Preferred Qualifications
Experience with contact center telephony and routing platforms (Genesys, Amazon Connect, etc.).
Experience in data analysis and querying. Proficiency in SQL
Familiarity with programming or scripting languages for data analysis (Python, R).
Experience working in a large-scale, global enterprise environment.
Bachelor's degree in a technical or analytical field, or equivalent experience.

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