Engineering Project Manager

Apple•Apply•Published 1 days ago•First seen 1 days ago

Summary

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless. Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here. We 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 centre stack.The ideal candidate brings domain expertise in technical program management in a highly cross functional & multi-faceted business organisation, a strong understanding of the evolving customer services & systems interaction paradigm, and the program management discipline to drive multi-workstream initiatives across business units.

Customer Systems is part of IS&T and drives the technology behind Apple's customer support experience — from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare's online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

Description

This role will own the entire lifecycle of large-scale projects catered by contact centre feature areas. You'll be in the driver's seat, from business requirements analysis and technical design discussions (API contracts, datamodels, 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.In this role, you’ll partner with world-class engineers and cross-functional teams to identify bottlenecks, instrument and analyse 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. Employ 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

Responsibilities

Lead end-to-end delivery of programs and projects on the contact centre technology platform, including new capability rollouts, platform upgrades, and integrations across multiple business units.
Define and manage program roadmaps, milestones, dependencies, budgets, and resource allocations with clear accountability frameworks (using RACI & OKRs).
Drive cross-functional alignment between engineering, product, operations, and vendor teams from project inception through Go-live and steady state.
Proactively identify, track, and mitigate risks and blockers; escalate appropriately with recommended resolution paths.
Manage stakeholder communications including executive status reporting, sprint reviews, and governance forums.
Partner with architects and engineering leads to evaluate, plan, and govern platform customisations, API integrations, and configuration changes built on top of vendor platforms.
Ensure technical delivery quality through oversight of design reviews, testing phases, and go-live readiness checklists tailored to contact centre environments.
Manage vendor relationships and SLA accountability for platform-level issues, enhancements, and escalations.
Define and track KPIs and success metrics tied to platform performance, customer experience, and engineering delivery health.
Lead retrospectives and drive continuous improvement cycles across delivery teams.
Prioritise issues while negotiating and setting appropriate expectations with team members, stakeholders and senior management.
Gain insight into business direction and think through its impact on product and drive changes.
Manage funding & invoices for consulting team members on the team via quarterly Statements of Work(SOWs), purchase requisitions, approve monthly invoices & manage onboarding & off-boarding.

Minimum Qualifications

3–5+ years of technical program/project management experience in technology environments, with a track record of delivering complex, multi-stakeholder programs with multiple cross functional teams on time and within scope.
Proficiency in Agile (Scrum/Kanban), hybrid delivery methodologies, and associated tooling (Jira, Confluence, Smartsheet, MS Project, or equivalent) as well as program governance frameworks: dependency mapping, risk registers, change management, and stakeholder engagement plans.
Demonstrated ability to lead through influence — aligning engineering teams, product owners, and business unit stakeholders without direct authority. Excellent written and verbal communication skills with a collaborative and ownership mindset; ability to tailor messaging from engineering-level detail to executive-level summary.
Strong architectural knowledge to understand the solutions the team delivers and represent the team independently in business conversations. General software development skills (source code management, debugging, testing, deployment etc.), operations management, debugging and monitoring skills to keep the lights on and pull a team together during incident and release management
Experience managing vendor relationships, SOW negotiations, and holding third-party teams accountable to deliverables.
Comfort operating in ambiguous environments with evolving requirements, multiple concurrent programs, and fast-moving technology landscapes

Preferred Qualifications

Good understanding of GenAI tools usage in all phases of SDLC & be able to apply to Project/ProgramManagement.
Experience working in a cross-functional, time-zone distributed team environment.
Understanding of contact centre-specific data flows: call detail records (CDRs), interaction logs, real-time event streams, and analytics pipelines (Redshift, Snowflake, Power BI/Tableau).
Ability to read and reason about system architectures, API contracts (REST/SOAP), data flows, and configuration schemas — sufficient to engage credibly with engineering teams, challenge technical estimates, and assess risks.
Familiarity with cloud infrastructure relevant to contact centre platforms: AWS services (Lambda, DynamoDB,Kinesis, S3), networking fundamentals (VPC, security groups), and CI/CD concepts.
Experience partnering with Quality, Compliance, and Legal teams on initiatives involving GDPR, accessibility, and related standards.