Engineering Program Manager, Customer Systems Platform Services

We at Apple build stuff to amaze our users with ultra-fast, thoughtfully designed, and carefully crafted solutions. We are a highly motivated fast-paced and ever evolving closely knit team of individuals looking to get more to scale to new heights. \\n\\nWe are seeking a passionate Engineering Program Manager (EPM) to lead and deliver complex programs across 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 center stack.\\n\\nThe ideal candidate brings domain expertise in technical program management in a highly cross functional & multi-faceted business organization, a strong understanding of the evolving customer services & systems interaction paradigm, and the program management discipline to drive multi-workstream initiatives across business units.\\n

This role will own the entire lifecycle of large-scale projects catered by contact center feature areas. You'll be in the driver's seat, from business requirements analysis and technical design discussions (API contracts, data models, integration patterns) to testing and partner collaboration. This isn't about checking tasks off a list - it's about your ability to lead and deliver on every aspect of the project. \n\nIn this role, you'll partner with world-class engineers and cross-functional teams to identify bottlenecks, instrument and analyze systems for performance and reliability, and deliver scalable, intuitive solutions that elevate how customers connect with Apple. The ideal candidate is a critical problem solver with a passion for user experience, process excellence, and turning small details into big customer impact. This includes a strong ability to understand and articulate complex technical challenges to both technical and non-technical audiences\n\nEmploy innovative techniques, working collaboratively with other team members and business stakeholders during the full lifecycle development process - including requirements analysis, design, development, deployment, testing and maintenance. Become the Product Champion and manage product evolution and define 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.\n

3-5+ years of technical program/project management experience in technology environments, with a track record of delivering complex, multi-stakeholder programs on time and within scope.\nProficiency in Agile (Scrum/Kanban), hybrid delivery methodologies, and associated tooling (Jira, Confluence, Smartsheet, MS Project, or equivalent).\nGood understanding of GenAI tools usage in all phases of SDLC & be able to apply to Project/Program Management. \nHave a solid understanding of the contact center technology / customer service stack.\nStrong command of program governance frameworks: dependency mapping, risk registers, change management, and stakeholder engagement plans.\nExperience managing vendor relationships, SOW negotiations, and holding third-party teams accountable to deliverables.\nBachelor's degree or equivalent experience in Engineering, Computer Science, Business Administration, Management, or a related field.

PMP, PgMP, SAFe, or equivalent certification preferred.\nDemonstrated success in leading complex, cross-functional projects in a fast paced environment.\nExperience working in a cross-functional time-zone distributed team environment.\nUnderstanding of contact center-specific data flows: call detail records (CDRs), interaction logs, real-time event streams, and analytics pipelines (Redshift, Snowflake, Power BI/Tableau).\nAbility to read and reason about system architectures, API contracts (REST/SOAP)