Senior Product Delivery Manager (Remote, Bulgaria)

Stack

Responsibilities

• ▹Take product direction and priorities from the Head of Product Delivery and shape them into a delivery plan, including where the approach has to change to hold up in a live contact center
• ▹Review requirements for clarity, completeness, testability and feasibility; resolve gaps, conflicts and ambiguities before work starts
• ▹Break requirements into epics, features, user stories and acceptance criteria that development and QA can work from
• ▹Size and phase the work with engineering, set milestones and release targets, and identify dependencies, assumptions and risks up front
• ▹Coordinate with peer Product Delivery Managers on cross-product dependencies, shared components and release order
• ▹Separate client-specific configuration from core product capability
• ▹Own execution for assigned products and features: scope, schedule, quality and dependencies
• ▹Work with solution architects and engineering leads to turn approved requirements into functional and technical designs, and test them against real routing, agent workflow, telephony, recording and reporting behavior
• ▹Act as product owner for the scrum team: maintain the backlog, clarify requirements, clear roadblocks and accept completed work against acceptance criteria
• ▹Maintain accurate delivery status and raise risks, issues and blockers early with a recommended course of action
• ▹Make the scope calls inside a release: decide what ships and what defers based on defect risk, client impact and production readiness
• ▹Set test scope, strategy and entry and exit criteria with QA, and confirm coverage
• ▹Run defect triage and prioritization, push fixes and retests, and track defect trends against the release date
• ▹Plan and lead user acceptance testing (UAT) with internal and client stakeholders and obtain sign-off
• ▹Own the product release plan with engineering and operations, including environment readiness, rollback and go / no go criteria
• ▹Give the Head of Product Delivery a go or no go recommendation supported by test results, open defects and known risk
• ▹Support the project management organization on client deployments as the product authority, and lead the deployment directly when this team carries it
• ▹Produce the release package: release notes, configuration and technical documentation, runbooks and internal readiness sessions
• ▹Hand the product to operations, support and the project management organization with escalation paths, known issues and supportability documentation
• ▹Act as the product escalation point once deployments are in the field: answer design and configuration questions and own resolution of product defects found during rollout
• ▹Stay engaged through hypercare on the product side until production issues and post-release fixes are closed
• ▹Turn production performance, defect trends and delivery lessons into roadmap direction, and manage delivery of enhancements, maintenance releases and version upgrades

Requirements

• ▹7+ years of hands-on contact center technology experience across voice, email, chat, SMS, social, web, video and 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 how contact center components fit together: ACD and routing, IVR and self-service, CTI and agent desktop, dialer and outbound, call recording, screen recording, quality management, workforce management and reporting
• ▹Experience with contact center integrations: CRM and ticketing, screen pop, APIs and webhooks, SIP and carrier connectivity, reporting feeds
• ▹Experience planning and executing production releases into live 24x7 customer-facing environments, including go-live, rollback and go / no go decisions
• ▹Working knowledge of QA practice: test strategy, defect triage and prioritization, release criteria and UAT
• ▹Experience with Agile, Scrum or hybrid delivery, using Jira or Azure DevOps
• ▹Familiarity with the regulatory environment contact centers operate in, including PCI-DSS, TCPA, GDPR, HIPAA and call recording consent
• ▹Prior experience reviewing and analyzing contact center solutions and recommending design improvements and roadmap direction
• ▹Excellent written and verbal communication skills, including reporting to leadership and translating between business and technical audiences
• ▹Sound judgment under pressure: able to make a defensible call with incomplete information
• ▹Strong analytical skills and the discipline to track dependencies, defects and commitments
• ▹Takes accountability for delivery outcomes and product quality
• ▹Effective in a fast-paced hybrid Agile environment with shifting priorities
• ▹Builds durable working relationships across engineering, QA, operations and client teams
• ▹Remote position based in the United States; the team works US business hours, primarily Eastern Time and extending to Pacific Time, and that must be your normal business day; the role cannot be worked as an offset shift from another region

Nice to have

• ▹Delivery experience in a BPO or outsourced contact center environment, with multi-client and multi-site deployments
• ▹Experience delivering AI and automation into a contact center: virtual agents, conversational IVR, agent assist, speech and text analytics or intelligent routing
• ▹Experience delivering CCaaS capabilities in a multi-tenant, cloud-native environment
• ▹Prior time inside contact center operations, such as a supervisor or workforce role, alongside technology delivery
• ▹Relevant certifications such as CSPO, CSM, SAFe or PMP, or a platform-specific contact center certification

Soft skills

About the company

Sutherland works in artificial intelligence, automation, cloud engineering and advanced analytics with iconic brands worldwide, and has created over 200 unique inventions under several patents. Connect is one of its premier and fastest selling products.