Engineering Project Manager
Core
Lead end-to-end delivery of complex programs and projects for Apple's Contact Center Technologies platform, managing the full lifecycle from requirements to Go-live.
Role type
Senior Engineering Program Manager (EPM)
Builds
Enterprise contact centre stack, including new capability rollouts, platform upgrades, and integrations across multiple business units.
Domain
Customer Support Technology / Contact Center Operations
Required skills
Technical program management, Agile (Scrum/Kanban), cross-functional leadership, risk management, stakeholder communication, vendor relationship management, budget/resource allocation, KPI definition, continuous improvement.
Preferred skills
GenAI tools usage in SDLC, distributed team management, contact centre data flows (CDRs, interaction logs), system architecture understanding, cloud infrastructure (AWS), compliance (GDPR).
Technologies
Jira, Confluence, Smartsheet, MS Project, Redshift, Snowflake, Power BI, Tableau, AWS (Lambda, DynamoDB, Kinesis, S3), REST/SOAP APIs, CI/CD.
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. Partner with architects to evaluate and govern platform customisations and API integrations. Ensure technical delivery quality through oversight of design reviews and testing phases. Manage vendor relationships and SLA accountability. Define and track KPIs tied to platform performance and engineering delivery health. Lead retrospectives and drive continuous improvement cycles.
Seniority
Senior, hands-on IC
