Engineering Program Manager - Customer Engagement Platforms

Job description

At Apple, we firmly believe that hard work, a vibrant work environment, creativity, and innovation are the drivingforces behind the ultimate customer experience! We recognise that every customer interaction presents anopportunity to delight, engage, and encourage. By meticulously focusing on the smallest details, we can makesignificant impacts on our customers’ experiences.We are seeking a passionate Engineering Program Manager (EPM) to lead and deliver complex programsacross our Contact Center Technologies platform. This role sits at the intersection of technology leadership andoperational 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 systemsinteraction paradigm, and the program management discipline to drive multi-workstream initiatives acrossbusiness units This role will own the entire lifecycle of large-scale projects catered by contact centre feature areas. You'll be inthe 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'sabout your ability to lead and deliver on every aspect of the project.In this role, you’ll partner with world-class engineers and…