Engineering Program Manager - Customer Engagement Platforms at Apple

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

14 Aug, 26

Salary

0.0

Posted On

16 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Program Management, Agile, Contact Center Technology, Program Governance, Stakeholder Management, Vendor Management, API Design, Cloud Infrastructure, SDLC, Risk Management, GenAI Tools, System Architecture, Cross-functional Leadership, Product Roadmap Management, Data Flow Analysis, Observability Tools

Industry

Computers and Electronics Manufacturing

Description

At Apple, we firmly believe that hard work, a vibrant work environment, creativity, and innovation are the drivingforces behind the ultimate customer experience! We recognise that every customer interaction presents anopportunity to delight, engage, and encourage. By meticulously focusing on the smallest details, we can makesignificant impacts on our customers’ experiences.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 andoperational 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 & systemsinteraction paradigm, and the program management discipline to drive multi-workstream initiatives acrossbusiness units 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 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 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

Responsibilities

Lead and deliver complex programs across the Contact Center Technologies platform, managing the full project lifecycle from requirements to deployment. Partner with engineers and cross-functional teams to build scalable solutions and define multi-year product roadmaps.