Design, organize, and implement strategic cross-functional routing and infrastructure pilots and projects in support of business outcomes Analyze the impacts of business initiatives on routing, contact delivery and enterprise support infrastructure, and propose solutions to any misalignment or challenge Lead or provide critical technical guidance for AppleCare projects in the areas of contact delivery technology, customer support systems, and business configuration capability Define technical business requirements and perform analysis in support of contact delivery and customer support system technology projects Drive system visibility and continuous improvement, and enterprise architecture strategies Identify new and emerging technologies, and lead the design of pilots to evaluate their future potential for AppleCare use Develop and align multi-year system architecture roadmaps with engineering and business stakeholders Initiate and lead strategic cross-functional initiatives to address business needs Build and nurture strong cross-functional partnerships across engineering and business teams to uncover opportunities and drive innovative solutions Navigate ambiguity to drive consensus and actionable solutions5+ years of experience leading, designing, or architecting infrastructure technology projects (Contact Center and CRM Systems, Network, Data Warehouse, Enterprise Architectures) Experience designing or supporting Enterprise applications in highly-available cloud environments Experience with large-scale integrated technology migrations (on-prem to cloud, 3rd party to in-house, system or architecture refresh) Experience with Agentic Workflows, AI, and Machine Learning technologies Strong trend analysis and analytical thinking ability, with the ability to translate analysis into actions and system improvements Strong organization and project management capability Excellent written, verbal, and interpersonal communication skills, with the ability to build strong partner relationships A naturally curious, creative problem-solver able to work independently in a dynamic, constantly changing environment Bachelors degree in Engineering, Computer Science, or equivalent work experienceExperience automating tasks with Python, Perl, shell, or other automation tools Experience with data analytics and designing and configuring monitoring systems using SQL, Splunk, Grafana, etc. The AppleCare Technologies Solutions Architect is responsible for leading the design, development, and deployment of contact delivery infrastructure, integrated systems architectures, and critical projects for the AppleCare Support business.