Job Summary

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the worldJoin Apple's Information Systems and Technology (IST) organization. IST 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, IST makes the impossible feel effortless. Do you love building solutions to handle global complexity and immense scaleImagine 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 IST 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 AppleCares online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

Role Overview

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 current 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Engineering Project Manager (Bengaluru)
🏢 Apple
📍 Bengaluru