Senior Product Delivery Manager (remote, Bulgaria) - Availability to work USA EST or CST working hours.
Core
Senior Product Delivery Manager responsible for driving the full lifecycle delivery of Sutherland's Connect omni-channel Contact Center as a Service solution, making trade-off calls on scope and release readiness to ensure product viability in live contact center environments.
Role type
Senior hands-on IC Product Delivery Manager
Builds
Production-ready Contact Center as a Service (CCaaS) products and features
Domain
Contact Center Technology / CCaaS / Omni-channel Communications
Deliverable
production ML models | product features
Required skills
Contact center platform delivery (Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, Twilio Flex), Omni-channel routing and telephony expertise, Agile/Scrum delivery management, Release planning and execution, Defect triage and QA strategy, Stakeholder management, Technical design review
Preferred skills
Experience with contact center integrations (CRM, APIs, SIP), Regulatory compliance knowledge (PCI-DSS, GDPR, HIPAA), Production release management in 24x7 environments
Technologies
Jira, Azure DevOps, Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, Twilio Flex
Responsibilities
Shape product direction into delivery plans and break requirements into user stories, Own execution of assigned products including scope, schedule, and quality, Act as product owner for scrum teams maintaining backlogs and accepting work, Plan and lead user acceptance testing and obtain sign-off, Make go/no-go recommendations for releases based on test results and risks, Support project management organization on client deployments as product authority
Seniority
Senior, hands-on IC
