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

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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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

• Shape product direction and priorities into delivery plans for Connect contact center products and services • 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 • Translate approved requirements into functional and technical designs with solution architects and engineering leads • Act as product owner for the scrum team, maintain the backlog, clear roadblocks, and accept completed work • Maintain delivery status and escalate risks, issues, and blockers with recommended actions • Decide release scope, including what ships or defers based on defect risk, client impact, and production readiness • Define QA test scope, strategy, entry and exit criteria, and confirm coverage • Lead defect triage, prioritization, fixes, and retesting • Plan and lead UAT with internal and client stakeholders and obtain sign-off • Own release plans, environment readiness, rollback plans, 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 supportability documentation • Serve as product escalation point during rollout and own resolution of product defects • Stay engaged through hypercare and manage post-release fixes • Feed production performance, defect trends, and delivery lessons into roadmap direction and manage enhancements, maintenance releases, and 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 • Availability to work USA EST or CST working hours; US business hours must be the normal business day • 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, including 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 durable working relationships across engineering, QA, operations, and client teams

🏖️ Benefits

• Remote work • Full-time employment