Engineering Program Manager - Customer Engagement Platforms
Core
Lead end-to-end delivery of complex programs for Apple's Contact Center Technologies platform, managing the full lifecycle from requirements to Go-live for enterprise contact centre stacks.
Role type
Senior Engineering Program Manager (Customer Engagement)
Builds
Enterprise contact centre platforms, AppleCare online support, and customer engagement systems
Domain
Customer Support / Contact Center Technology
Required skills
Technical program management, Agile (Scrum/Kanban), stakeholder alignment, risk mitigation, vendor management, roadmap definition, cross-functional leadership, GenAI application, contact center domain knowledge
Preferred skills
PMP/PgMP/SAFe certification, distributed team leadership, system architecture reasoning, cloud infrastructure familiarity (AWS), data flow understanding (CDRs, Redshift, Snowflake)
Technologies
Jira, Confluence, Smartsheet, MS Project, AWS (Lambda, DynamoDB, Kinesis, S3), REST/SOAP, Redshift, Snowflake, Power BI, Tableau
Responsibilities
Lead end-to-end delivery of programs and projects on the contact centre technology platform; Define and manage program roadmaps, milestones, dependencies, budgets, and resource allocations; Drive cross-functional alignment between engineering, product, operations, and vendor teams; Proactively identify, track, and mitigate risks and blockers; Manage stakeholder communications including executive status reporting; Manage vendor relationships and SLA accountability; Define and track KPIs tied to platform performance and customer experience.
Seniority
Senior, hands-on IC
