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

🕒 Setembro 3

🌐 Estados Unidos, Bulgária – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇧🇬 Bulgária – Remoto

⏰ Tempo Integral

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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

• Drive delivery of Connect omni-channel Contact Center as a Service products and services through the full development lifecycle • Shape product requirements into buildable solutions and make scope, design, and release decisions • Take product direction from the Head of Product Delivery and create delivery plans, milestones, release targets, and dependency plans • Review, clarify, decompose, size, and phase requirements into epics, features, user stories, and acceptance criteria • Coordinate cross-product dependencies, shared components, release trains, and release order with peer Product Delivery Managers • Own execution for assigned products and features, including scope, schedule, quality, and dependencies • Collaborate 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 escalate risks, issues, blockers, scope, capacity, and timeline conflicts with recommendations • Set QA test scope and strategy, entry and exit criteria, and confirm test coverage • Lead defect triage, prioritization, fixes, retests, and defect trend tracking • 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 • Recommend go or no go decisions to the Head of Product Delivery based on test results, defects, and risks • 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, known issues, and supportability documentation • Serve as product escalation point during rollout and own resolution of product defects • Stay engaged through hypercare until production issues and post-release fixes are closed • Use production performance, defect trends, and delivery lessons to inform roadmap direction and manage enhancements, maintenance releases, and 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 discipline to track dependencies, defects, and commitments • Accountability for delivery outcomes and product quality • Ability to work effectively in a fast-paced hybrid Agile environment with shifting priorities • Ability to build working relationships across engineering, QA, operations, and client teams • Preferred: delivery experience in a BPO or outsourced contact center environment • Preferred: experience delivering AI and automation into a contact center • Preferred: experience delivering CCaaS capabilities in a multi-tenant, cloud-native environment • Preferred: prior contact center operations experience • Preferred: relevant certifications such as CSPO, CSM, SAFe, PMP, or platform-specific contact center certification

🏖️ Benefícios

• Employees can work remotely