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Apple

Engineering Program Manager - Customer Engagement Platforms

Hyderabad, IndiaPosted 23 days ago

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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.We are seeking a passionate Engineering Program Manager (EPM) to lead and deliver complex programsacross 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.

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
This role will own the entire lifecycle of large-scale projects catered by contact centre feature areas. You'll be inthe driver's seat, from business requirements analysis and technical design discussions (API contracts, datamodels, integration patterns) to testing and partner collaboration. This isn't about checking tasks off a list - it'sabout 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 thatelevate how customers connect with Apple. The ideal candidate is a critical problem solver with a passion foruser experience, process excellence, and turning small details into big customer impact. This includes a strongability 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 stakeholdersduring the full lifecycle development process - including requirements analysis, design, development,deployment, testing and maintenance. Become the Product Champion and manage product evolution anddefine 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","responsibilities":"Lead end-to-end delivery of programs and projects on the contact centre technology platform, including newcapability rollouts, platform upgrades, and integrations across multiple business units.

Define and manage program roadmaps, milestones, dependencies, budgets, and resource allocations withclear accountability frameworks (using RACI & OKRs).

Drive cross-functional alignment between engineering, product, operations, and vendor teams from projectinception through Go-live and steady state.

Proactively identify, track, and mitigate risks and blockers; escalate appropriately with recommendedresolution paths.

Manage stakeholder communications including executive status reporting, sprint reviews, and governanceforums.

Manage programs spanning core contact centre platforms that cater to multiple business units within Applethat are of varied size, business process requirements & migration strategies.

Partner with architects and engineering leads to evaluate, plan, and govern platform customisations, APIintegrations, and configuration changes built on top of vendor platforms.

Ensure technical delivery quality through oversight of design reviews, testing phases, and go-live readinesschecklists 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, andengineering 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.

Preferred Qualifications
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-timeevent streams, and analytics pipelines (Redshift, Snowflake, Power BI/Tableau).

Ability to read and reason about system architectures, API contracts (REST/SOAP), data flows, andconfiguration 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

Minimum Qualifications
3-5+ years of techical program/project management experience in technology environments, with a trackrecord 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/ProgramManagement.

Have a solid understanding of the contact center technology / customer service stack.• Strong command of program governance frameworks: dependency mapping, risk registers, changemanagement, and stakeholder engagement plans.

Demonstrated ability to lead through influence - aligning engineering teams, product owners, and businessunit stakeholders without direct authority.• Excellent written and verbal communication skills; ability to tailor messaging from engineering-level detail toexecutive-level summary.

Experience managing vendor relationships, SOW negotiations, and holding third-party teams accountable todeliverables.

Comfort operating in ambiguous environments with evolving requirements, multiple concurrent programs, andfast-moving technology landscapes

About Apple

Working at Apple means doing more than you ever thought possible and having more impact than you ever imagined.

Size: 10,000+ employees
Industry: Technology

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