About the Role
Connect is one of the premier and fastest selling products at Sutherland, providing a full omni-channel, Contact Center as a Service solution for our clients. We are looking for an experienced Sr. Product Delivery Manager to join our growing team and drive the delivery of Connect products and services through the full development lifecycle.
The Product Owner sets product vision and roadmap direction. From that point the product is yours through delivery: shaping requirements into a solution that can actually be built, making the trade-off calls that decide what ships and what defers, driving the build, running QA and UAT, and getting the product released and ready to deploy. Client deployments are run by the project management organization, and you support them as the product authority. At times this team carries the deployment directly. This is not a coordination role. You are expected to apply product judgment on scope, design, and release readiness, and to carry the professional standing that earns you the respect of engineering, operations, and clients.
Real contact center expertise is essential. You will make product and delivery decisions daily on omni-channel routing, telephony, agent desktop, recording, reporting, and integration behavior. You need to know how a contact center runs well enough to recognize when a design will not hold up against real routing, peak volume, or a failover, and to make that case to engineering. Candidates must have delivered products or capabilities on a contact center platform.
You will join a team of Product Delivery Managers reporting to the Head of Product Delivery. Delivery work is shared across the team, so you will coordinate with your peers on dependencies, shared components, release trains, and release order, and help shape the standards the team works to. The role has no direct reports and depends on working effectively across architecture, engineering, QA, project management, implementation, and operations. This is a remote position based in the United States. The team works US business hours, primarily Eastern Time and extending to Pacific Time, and that must be your normal business day. This role cannot be worked as an offset shift from another region.
Key Responsibilities
Requirements Intake & Delivery Planning
- Take product direction and priorities from the Head of Product Delivery and shape them into a delivery plan, including where the approach has to change to hold up in a live contact center.
- Review requirements for clarity, completeness, testability, and feasibility. Take gaps, conflicts, and ambiguities back to the Head of Product Delivery and resolve them before work starts.
- Break requirements into epics, features, user stories, and acceptance criteria that development and QA can work from.
- Size and phase the work with engineering, set milestones and release targets, and identify dependencies, assumptions, and risks up front.
- Coordinate with peer Product Delivery Managers on cross-product dependencies, shared components, and release order.
- Separate client-specific configuration from core product capability, and flag anything that would change product direction for the Head of Product Delivery.
- Escalate scope, capacity, or timeline conflicts to the Head of Product Delivery with options and a recommendation.
Design & Build
- Own execution for your assigned products and features: scope, schedule, quality, and dependencies.
- Work with solution architects and engineering leads to turn approved requirements into functional and technical designs, and test those designs against real routing, agent workflow, telephony, recording, and reporting behavior.
- Act as product owner for the scrum team: maintain the backlog, clarify requirements, clear roadblocks, and accept completed work against the acceptance criteria.
- Maintain accurate delivery status and raise risks, issues, and blockers early with a recommended course of action.
- Make the scope calls inside a release: decide what ships and what defers based on defect risk, client impact, and production readiness.
QA, UAT & Release
- Set test scope, strategy, and entry and exit criteria with QA, and confirm coverage against the documented requirements and acceptance criteria.
- Run defect triage and prioritization, push fixes and retests, and track defect trends against the release date.
- Plan and lead user acceptance testing with internal and client stakeholders and obtain UAT sign-off.
- Own the product release plan with engineering and operations, including environment readiness, rollback, and go / no go criteria for putting the product into service.
- Give the Head of Product Delivery a go or no go recommendation supported by test results, open defects, and known risk.
- Support the project management organization on client deployments as the product authority, and lead the deployment directly when this team carries it.
Release & Deployment Support
- Produce the release package the deployment teams work from: release notes, configuration and technical documentation, runbooks, and internal readiness sessions.
- Hand the product to operations, support, and the project management organization with escalation paths, known issues, and supportability documentation.
- Act as the product escalation point once deployments are in the field: answer design and configuration questions, and own resolution of product defects found during rollout.
- Stay engaged through hypercare on the product side, working with operations and support until production issues and post-release fixes are closed.
- Turn production performance, defect trends, and delivery lessons into roadmap direction and bring it back to the Head of Product Delivery, and manage delivery of enhancements, maintenance releases, and version upgrades.
- 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 how contact center components fit together: 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: 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 the regulatory environment contact centers operate in, including 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: able to weigh incomplete information and make a defensible call rather than escalate every decision.
- Strong analytical skills and the discipline to track dependencies, defects, and commitments without losing sight of the release goal.
- Takes accountability for delivery outcomes and product quality.
- Effective in a fast-paced hybrid Agile environment with shifting priorities.
- Builds durable working relationships across engineering, QA, operations, and client teams.
Preferred Qualifications
- Delivery experience in a BPO or outsourced contact center environment, with multi-client and multi-site deployments.
- Experience delivering AI and automation into a contact center: virtual agents, conversational IVR, agent assist, speech and text analytics, or intelligent routing.
- Experience delivering CCaaS capabilities in a multi-tenant, cloud-native environment.
- Prior time inside contact center operations, such as a supervisor or workforce role, alongside technology delivery.
- Relevant certifications such as CSPO, CSM, SAFe, or PMP, or a platform-specific contact center certification.
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