EPM Engineer (Program Product Management)

Job Title: EPM Engineer (Program / Product Management)

Location: Austin TX
Experience: 8-10 Years

Job Summary

We are seeking a highly experienced EPM Engineer with a strong background in program/product management and enterprise systems. This role requires a strategic and hands-on professional who can bridge business and technology drive complex initiatives and support transformation programs across contact center and eCommerce ecosystems.

Key Responsibilities

• Lead and manage end-to-end program delivery ensuring alignment with business objectives and timelines.
• Act as a bridge between business and technical teams translating requirements into scalable solutions.
• Drive initiatives across contact center eCommerce and enterprise platforms ensuring seamless integration and execution.
• Analyze and optimize business processes system workflows and upstream/downstream dependencies.
• Collaborate with cross-functional teams including product engineering operations and leadership stakeholders.
• Manage Agile and Waterfall project execution including planning tracking and reporting.
• Support implementation of AI-driven and automation initiatives including generative AI or agentic solutions.
• Provide status updates risk mitigation strategies and executive-level communication.
• Ensure solutions are aligned with enterprise architecture scalability and performance standards.

Required Skills & Qualifications

• 8-10 years of experience in program management product management or technical project leadership roles.
• Strong experience working with Contact Center and/or eCommerce systems including:
  • Payments and financing systems
  • Order management / Order-to-Cash processes
  • Workforce management tools
  • Telephony/chat systems and infrastructure
• Proven ability to communicate effectively and influence stakeholders at all levels.
• Experience acting as an interface between business and engineering teams.
• Strong analytical and problem-solving skills with the ability to simplify complex systems and processes.
• Experience working in global organizations with distributed teams.
• Hands-on experience with Agile (Scrum) and Waterfall methodologies.

Preferred Qualifications

• Experience with SAP S/4HANA and enterprise ERP ecosystems.
• Knowledge of Genesys routing solutions and contact center technologies.
• Exposure to AI/ML or generative AI implementations in customer-facing environments.
• PMP Certified Scrum Master (CSM) or equivalent certifications.
• Prior experience in Retail or eCommerce domains (Apple or similar environments preferred).

Key Competencies

• Strong stakeholder management and leadership skills
• Strategic thinking with hands-on execution capability
• Ability to manage ambiguity and drive outcomes
• Excellent communication and presentation skills