Engineering Program Manager

Responsibilities

• Lead end-to-end delivery of programs on the contact centre technology platform, including new capability rollouts and platform upgrades.
• Define and manage program roadmaps, milestones, dependencies, and resource allocations using frameworks like RACI and OKRs.
• Drive cross-functional alignment between engineering, product, operations, and vendor teams from inception through go-live.
• Proactively identify, track, and mitigate technical risks and blockers, providing recommended resolution paths.
• Partner with architects and engineering leads to govern platform customizations, API integrations, and configuration changes.
• Manage vendor relationships, including SOW negotiations, SLA accountability, and monthly invoice approvals.
• Define and track KPIs tied to platform performance, customer experience, and engineering delivery health.

Requirements

• 3–5+ years of technical program or project management experience in complex technology environments.
• Proficiency in Agile methodologies (Scrum/Kanban) and associated tooling such as Jira or Confluence.
• Solid understanding of the contact center technology or customer service stack.
• Demonstrated ability to lead through influence and align multi-functional stakeholders without direct authority.
• Strong command of program governance, including dependency mapping and risk management.
• Excellent written and verbal communication skills, with the ability to translate complex technical details for executive audiences.
• Experience managing vendor relationships and third-party deliverables.

Preferred Qualifications

• PMP, PgMP, SAFe, or equivalent professional certification.
• Understanding of contact centre-specific data flows, including CDRs, interaction logs, and analytics pipelines (e.g., Snowflake, Tableau).
• Ability to reason about system architectures, API contracts (REST/SOAP), and data flows.
• Familiarity with cloud infrastructure relevant to contact centre platforms, such as AWS services.
• Experience partnering with Quality, Compliance, and Legal teams on initiatives involving GDPR and accessibility standards.

About the Company

Apple is dedicated to creating products that serve everyone. We believe that hard work, creativity, and innovation are the driving forces behind the ultimate customer experience. We are committed to diversity and inclusion, ensuring that every individual can bring their unique perspectives to help shape world-class customer experiences at scale.