Engineering Program Manager, Customer Systems

Engineering Program Manager, Customer Systems

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 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. We are seeking a passionate Engineering Program Manager (EPM) to 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 stack. The ideal candidate brings domain knowledge in technical program management in a highly cross functional & multi-faceted business organization, a strong understanding of the evolving customer services & systems interaction paradigm, and the program management discipline to drive multi-workstream initiatives across business units.

This role will own the entire lifecycle of large-scale projects catered by contact center feature areas. You'll be in the driver's seat, from business requirements analysis and technical design discussions (API contracts, data models, 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 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 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 lifewhere your ideas, drive, and dedication can shape world-class customer experiences at scale.

Minimum Qualifications

• 36+ years of technical program/project management experience in technology environments, with a track record of delivering complex, multi-stakeholder programs on time and within scope.
• Proficiency in Agile (Scrum/Kanban), hybrid delivery methodologies, and associated tooling (Jira, Confluence, Smartsheet, MS Project, or equivalent).
• Good understanding of GenAI tools usage in all phases of SDLC & be able to apply to Project/Program Management.
• Have a solid understanding of the contact center technology / customer service stack.
• Strong command of program governance frameworks: dependency mapping, risk registers, change management, and stakeholder engagement plans.
• Experience managing vendor relationships, SOW negotiations, and holding third-party teams accountable to deliverables.
• Bachelor's degree or equivalent experience in Engineering, Computer Science, Business Administration, Management, or a related field.

Preferred Qualifications

• PMP, PgMP, SAFe, or equivalent certification preferred.
• Demonstrated success in leading complex, cross-functional projects in a fast paced environment.
• Experience working in a cross-functional time-zone distributed team environment.
• Understanding of contact center-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 center platforms: AWS services (Lambda, DynamoDB, Kinesis, S3), networking fundamentals (VPC, security groups), and CI/CD concepts.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant At Apple, we believe accessibility is a fundamental human right. You'll find that idea reflected in everything here in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong. Learn about accessibility in Apple's workplace Learn about reasonable accommodations for job applicants Apple accepts applications to this posting on an ongoing basis. Submit Resume Back to search results See all roles in Austin