Senior Product Delivery Manager – Availability to work USA EST or CST hours

🕒 Setembro 10

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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• Aberta há 63 dias.
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• Sem salário divulgado.

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Sutherland

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1986

🏥 Saúde

🛡️ Seguros

✈️ Turismo

💰 $300.000.000 Secondary Market em 2014-10

Healthcare • Insurance • Travel

A Sutherland é uma empresa global especializada em transformação digital e serviços de terceirização de processos de negócios (BPO). Ela aproveita tecnologias avançadas, como Inteligência Artificial (IA), automação e engenharia de nuvem, para impulsionar o desempenho digital e otimizar operações críticas de negócios. A Sutherland oferece uma variedade de serviços, incluindo CX digital (experiência do cliente), soluções de tecnologia corporativa e automação inteligente, atendendo a diversos setores como serviços bancários, saúde e telecomunicações. Seu foco é entregar resultados mensuráveis, aprimorar a experiência do cliente e viabilizar a agilidade dos negócios por meio de soluções digitais inovadoras.

Descrição

• Shape product requirements into deliverable solutions across the full development lifecycle • Review requirements for clarity, completeness, testability, and feasibility • Break requirements into epics, features, user stories, and acceptance criteria • Size and phase work with engineering, set milestones and release targets, and identify dependencies, assumptions, and risks • Coordinate cross-product dependencies, shared components, and release order with peer Product Delivery Managers • Own execution for assigned products and features, including scope, schedule, quality, and dependencies • Work with solution architects and engineering leads on functional and technical designs • Act as product owner for the scrum team by maintaining the backlog, clarifying requirements, clearing roadblocks, and accepting completed work • Maintain delivery status and raise risks, issues, and blockers with recommended actions • Make release scope decisions based on defect risk, client impact, and production readiness • Set test scope, strategy, entry and exit criteria with QA • Run defect triage and prioritization, push fixes and retests, and track defect trends • Plan and lead UAT with internal and client stakeholders and obtain sign-off • Own product release plans, including environment readiness, rollback, and go/no-go criteria • Support client deployments as product authority and lead deployments directly when required • Produce release notes, configuration and technical documentation, runbooks, and readiness sessions • Hand products to operations, support, and project management with escalation paths and known issues • Act as product escalation point during rollout and own resolution of product defects • Support hypercare through closure of production issues and post-release fixes • Turn production performance, defect trends, and delivery lessons into roadmap direction • Manage enhancements, maintenance releases, and version upgrades

🎯 Requisitos

• 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 • Availability to work USA EST or CST working hours • 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 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, including CRM and ticketing, screen pop, APIs and webhooks, SIP and carrier connectivity, and 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 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 and ability to make defensible decisions • Strong analytical skills and ability to track dependencies, defects, and commitments • Accountability for delivery outcomes and product quality • Ability to work in a fast-paced hybrid Agile environment with shifting priorities • Ability to build working relationships across engineering, QA, operations, and client teams

🏖️ Benefícios

• Remote work • Full-time employment

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