Engineering Program Manager, Customer Systems
Core
Own the full lifecycle of large-scale projects for Apple's Contact Center Technologies platform, bridging business requirements and technical execution to improve customer service systems.
Role type
Senior Engineering Program Manager (Contact Center Systems)
Builds
Enterprise contact center stack, scalable customer service solutions, and multi-year product roadmaps.
Domain
Enterprise technology, Customer Service, Contact Center Operations
Required skills
Technical program management, Agile/Scrum/Kanban, GenAI application in SDLC, Contact center technology stack, Program governance, Vendor management
Preferred skills
PMP/PgMP/SAFe certification, Cross-functional distributed team leadership, Contact center data flows (CDRs, logs, analytics), System architecture reasoning, Cloud infrastructure (AWS)
Technologies
Jira, Confluence, Smartsheet, MS Project, Redshift, Snowflake, Power BI, Tableau, AWS (Lambda, DynamoDB, Kinesis, S3), REST/SOAP
Responsibilities
Lead business requirements analysis and technical design discussions, Identify bottlenecks and analyze systems for performance, Manage vendor relationships and SOW negotiations, Define and own multi-year product roadmap, Engage with engineering teams on API contracts and data models, Drive delivery from development through testing and maintenance
Seniority
Mid-Senior, hands-on IC
