Senior Product Delivery Manager
New
S
SutherlandContact Center Technology
Remote, Bulgaria, USA EST or CST working hoursFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7+ years of hands-on contact center technology experience; 5+ years in product delivery, delivery management, product ownership, or technical project management for software products.
- Required Skills
- AgileProduct ManagementQASCRUMJiraAzure DevOps
Requirements
- 7+ years of hands-on contact center technology experience (voice, email, chat, SMS, social, web, video, mobile).
- 5+ years in product delivery, delivery management, product ownership, or technical project management for software products.
- Hands-on delivery or configuration experience on at least one major contact center platform (Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex).
- Working knowledge of contact center components (ACD, IVR, CTI, WFM, reporting, and integration behavior).
- Experience planning and executing production releases into live 24x7 customer-facing environments.
- Experience with Agile, Scrum, or hybrid delivery, using Jira or Azure DevOps.
- Familiarity with regulatory environments (PCI-DSS, TCPA, GDPR, HIPAA).
- Excellent communication skills for translating between business and technical audiences.
- Ability to work USA EST or CST working hours consistently.
- Strong analytical skills for tracking dependencies and defects.
Responsibilities
- Shape product direction and priorities into a detailed delivery plan.
- Review requirements for clarity, feasibility, and testability.
- Break down requirements into epics, features, user stories, and acceptance criteria.
- Act as product owner for the scrum team to manage backlogs and clear roadblocks.
- Design solutions with architects and engineering leads for real-world contact center environments.
- Set test strategies and lead UAT to obtain stakeholder sign-off.
- Manage product release plans including environment readiness and go/no-go decisions.
- Support deployment teams as the product authority and manage escalations during rollouts.
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