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. nnWe 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 ideal candidate brings domain expertise in technical program management in a highly cross functional u0026 multi-faceted business organization a strong understanding of the evolving customer services u0026 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. Youll be in the drivers seat from business requirements analysis and technical design discussions (API contracts data models integration patterns) to testing and partner collaboration. This isnt about checking tasks off a list its about your ability to lead and deliver on every aspect of the project. nnIn this role youll 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 audiencesnnEmploy 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 Apple to do the best work of your lifewhere your ideas drive and dedication can shape world-class customer experiences at scale.n

35 years of technical program/project management experience in technology environments with a track record of delivering complex multi-stakeholder programs on time and within 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 u0026 be able to apply to Project/Program Management. nHave a solid understanding of the contact center technology / customer service command of program governance frameworks: dependency mapping risk registers change management and stakeholder engagement managing vendor relationships SOW negotiations and holding third-party teams accountable to degree or equivalent experience in Engineering Computer Science Business Administration Management or a related field.

PMP PgMP SAFe or equivalent certification success in leading complex cross-functional projects in a fast paced working in a cross-functional time-zone distributed team 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)