Senior Product Delivery Manager

🔥 0 minutes ago

🇧🇬 Bulgaria – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🏥 Healthcare

🛡️ Insurance

✈️ Travel

💰 $300M Secondary Market on 2014-10

Healthcare • Insurance • Travel

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• 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 • Apply contact center expertise to omni-channel routing, telephony, agent desktop, recording, reporting, and integration behavior • Create delivery plans, review requirements, define 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 with peer Product Delivery Managers on shared components, dependencies, and release order • Work with solution architects and engineering leads on functional and technical designs • Act as product owner for the scrum team, 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, strategy, and release criteria; run defect triage 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-issue documentation • Serve as product escalation point during rollout and own resolution of product defects • Stay engaged through hypercare and manage enhancements, maintenance releases, and version upgrades • Feed production performance, defect trends, and delivery lessons back into roadmap direction • Report to the Head of Product Delivery and collaborate across architecture, engineering, QA, project management, implementation, operations, and clients

🎯 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 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 CRM and ticketing integrations, 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 tracking 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 durable 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: CSPO, CSM, SAFe, PMP, or platform-specific contact center certification