Engineering Program Manager - Customer Engagement Platforms

Apple

About The Position

At Apple, we firmly believe that hard work, a vibrant work environment, creativity, and innovation are the driving forces behind the ultimate customer experience! We recognise that every customer interaction presents an opportunity to delight, engage, and encourage. By meticulously focusing on the smallest details, we can make significant impacts on our customers’ experiences. We are seeking a passionate Engineering Program Manager (EPM) to lead and deliver complex programs across our Contact Center Technologies platform. This role sits at the intersection of technology leadership and operational excellence, managing the full lifecycle of initiatives spanning our enterprise contact centre stack. The ideal candidate brings domain expertise in technical program management in a highly cross functional & multi-faceted business organisation, a strong understanding of the evolving customer services & systems interaction paradigm, and the program management discipline to drive multi-workstream initiatives across business units. This role will own the entire lifecycle of large-scale projects catered by contact centre feature areas. You'll be in the driver's seat, from business requirements analysis and technical design discussions (API contracts, data models, integration patterns) to testing and partner collaboration. This isn't about checking tasks off a list – it's about your ability to lead and deliver on every aspect of the project. In this role, you’ll partner with world-class engineers and cross-functional teams to identify bottlenecks, instrument and analyse systems for performance and reliability, and deliver scalable, intuitive solutions that elevate how customers connect with Apple. The ideal candidate is a critical problem solver with a passion for user experience, process excellence, and turning small details into big customer impact. This includes a strong ability to understand and articulate complex technical challenges to both technical and non-technical audiences. Employ innovative techniques, working collaboratively with other team members and business stakeholders during the full lifecycle development process – including requirements analysis, design, development, deployment, testing and maintenance. Become the Product Champion and manage product evolution and define and own multi-year product roadmap. Join Apple to do the best work of your life—where your ideas, drive, and dedication can shape world-class customer experiences at scale

Requirements

3–5+ years of techical program/project management experience in technology environments, with a track record of delivering complex, multi-stakeholder programs on time and within scope.
Proficiency in Agile (Scrum/Kanban), hybrid delivery methodologies, and associated tooling (Jira, Confluence, Smartsheet, MS Project, or equivalent).
Good understanding of GenAI tools usage in all phases of SDLC & be able to apply to Project/Program Management.
Have a solid understanding of the contact center technology / customer service stack.
Strong command of program governance frameworks: dependency mapping, risk registers, change management, and stakeholder engagement plans.
Demonstrated ability to lead through influence — aligning engineering teams, product owners, and business unit stakeholders without direct authority.
Excellent written and verbal communication skills; ability to tailor messaging from engineering-level detail to executive-level summary.
Experience managing vendor relationships, SOW negotiations, and holding third-party teams accountable to deliverables.
Comfort operating in ambiguous environments with evolving requirements, multiple concurrent programs, and fast-moving technology landscapes.

Nice To Haves

PMP, PgMP, SAFe, or equivalent certification preferred.
Demonstrated success in leading complex, cross-functional projects in a fast-paced environment.
Experience working in a cross-functional, time-zone distributed team environment.
Proficient in conveying complex information clearly and effectively to various collaborators.
Comfortable navigating ambiguity, adapting to change, and managing multiple priorities simultaneously.
Strong written and verbal communication skills as well as strong organisational skills.
Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.
Understanding of contact centre-specific data flows: call detail records (CDRs), interaction logs, real-time event streams, and analytics pipelines (Redshift, Snowflake, Power BI/Tableau).
Ability to read and reason about system architectures, API contracts (REST/SOAP), data flows, and configuration schemas — sufficient to engage credibly with engineering teams, challenge technical estimates, and assess risks.
Familiarity with cloud infrastructure relevant to contact centre platforms: AWS services (Lambda, DynamoDB, Kinesis, S3), networking fundamentals (VPC, security groups), and CI/CD concepts.
Familiarity with managing funding for consulting team members on the team via quarterly Statements of Work(SOWs), purchase requisitions, approving monthly invoices, and other vendor-related processes.
Experience partnering with Quality, Compliance, and Legal teams on initiatives involving GDPR, accessibility, and related standards.
Experience with observability and monitoring tools specific to telephony/CCaaS: dashboards, alerting, SLA tracking, and incident response run books.

Responsibilities

Lead end-to-end delivery of programs and projects on the contact centre technology platform, including new capability rollouts, platform upgrades, and integrations across multiple business units.
Define and manage program roadmaps, milestones, dependencies, budgets, and resource allocations with clear accountability frameworks (using RACI & OKRs).
Drive cross-functional alignment between engineering, product, operations, and vendor teams from project inception through Go-live and steady state.
Proactively identify, track, and mitigate risks and blockers; escalate appropriately with recommended resolution paths.
Manage stakeholder communications including executive status reporting, sprint reviews, and governance forums.
Manage programs spanning core contact centre platforms that cater to multiple business units within Apple that are of varied size, business process requirements & migration strategies.
Partner with architects and engineering leads to evaluate, plan, and govern platform customisations, API integrations, and configuration changes built on top of vendor platforms.
Ensure technical delivery quality through oversight of design reviews, testing phases, and go-live readiness checklists tailored to contact centre environments.
Manage vendor relationships and SLA accountability for platform-level issues, enhancements, and escalations.
Define and track KPIs and success metrics tied to platform performance, customer experience, and engineering delivery health.
Lead retrospectives and drive continuous improvement cycles across delivery teams.
Prioritise issues while negotiating and setting appropriate expectations with team members, stakeholders and senior management.
Prioritise team activities and drive resolution of issues across all areas of the projects.
Gain insight into business direction and think through its impact on product and drive changes.
Manage funding & invoices for consulting team members on the team via quarterly Statements of Work(SOWs), purchase requisitions, approve monthly invoices & manage onboarding & off-boarding.