Description

Define and manage program roadmaps, milestones, dependencies, budgets, and resource allocations withclear accountability frameworks (using RACI & OKRs).

Drive cross-functional alignment between engineering, product, operations, and vendor teams from projectinception through Go-live and steady state.

Proactively identify, track, and mitigate risks and blockers; escalate appropriately with recommendedresolution paths.

Manage stakeholder communications including executive status reporting, sprint reviews, and governanceforums.

Manage programs spanning core contact centre platforms that cater to multiple business units within Applethat are of varied size, business process requirements & migration strategies.

Partner with architects and engineering leads to evaluate, plan, and govern platform customisations, APIintegrations, and configuration changes built on top of vendor platforms.

Ensure technical delivery quality through oversight of design reviews, testing phases, and go-live readinesschecklists 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, andengineering 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.

Prioritise team activities and drive resolution of issues across all areas of the projects.

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. 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 setting.

Proficient in conveying complex information clearly and effectively to various collaborators.

Comfortable navigating ambiguity, adapting to change, and managing multiple priorities simultaneously.

Strong written and verbal communication skills as well as strong organisational skills. Self-motivated and proactive, with demonstrated creative and critical thinking capabilities.

Understanding of contact centre-specific data flows: call detail records (CDRs), interaction logs, real-timeevent streams, and analytics pipelines (Redshift, Snowflake, Power BI/Tableau).

Ability to read and reason about system architectures, API contracts (REST/SOAP), data flows, andconfiguration 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.

Familiarity with managing funding for consulting team members on the team via quarterly Statements of Work(SOWs), purchase requisitions, approving monthly invoices, and other vendor-related processes.

Experience partnering with Quality, Compliance, and Legal teams on initiatives involving GDPR, accessibility, and related standards.

Experience with observability and monitoring tools specific to telephony/CCaaS: dashboards, alerting, SLA tracking, and incident response run books Minimum Qualifications 3-5+ years of techical program/project management experience in technology environments, with a trackrecord 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).

Have a solid understanding of the contact center technology / customer service stack. Strong command of program governance frameworks: dependency mapping, risk registers, changemanagement, and stakeholder engagement plans.

Demonstrated ability to lead through influence - aligning engineering teams, product owners, and businessunit stakeholders without direct authority. Excellent written and verbal communication skills; ability to tailor messaging from engineering-level detail toexecutive-level summary.

Experience managing vendor relationships, SOW negotiations, and holding third-party teams accountable todeliverables.

Comfort operating in ambiguous environments with evolving requirements, multiple concurrent programs, andfast-moving technology landscapes

📌 Engineering Program Manager - Customer Engagement Platforms (Hyderabad)
🏢 Apple
📍 Hyderabad