Senior Product Delivery Manager

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Lead the delivery of Connect omni-channel Contact Center as a Service products and services throughout the entire development lifecycle.

• Transform product requirements into actionable solutions while making decisions on scope, design, and releases.

• Utilize contact center expertise in omni-channel routing, telephony, agent desktop, recording, reporting, and integration functionalities.

• Develop delivery plans, assess requirements, and define epics, features, user stories, and acceptance criteria.

• Estimate and phase work with engineering teams, establish milestones and release targets, and recognize dependencies, assumptions, and risks.

• Collaborate with fellow Product Delivery Managers on shared components, dependencies, and the sequence of releases.

• Partner with solution architects and engineering leads for functional and technical design discussions.

• Serve as the product owner for the scrum team by managing the backlog, clarifying requirements, removing obstacles, and accepting finished work.

• Monitor delivery status and escalate risks, issues, blockers, scope, capacity, and timeline conflicts, along with recommendations.

• Define QA test scope, strategy, and release criteria; conduct defect triage and track defect trends.

• Plan and facilitate User Acceptance Testing (UAT) with internal and client stakeholders to secure sign-off.

• Manage product release plans, ensuring environment readiness, rollback strategies, and go/no-go criteria are established.

• Act as the product authority during client deployments, leading deployments directly when necessary.

• Generate release notes, configuration and technical documentation, runbooks, and readiness sessions.

• Transition products to operations, support, and project management with clear escalation paths and known-issue documentation.

• Act as the product escalation contact during rollout phases and take ownership of resolving product defects.

• Remain engaged during hypercare, managing enhancements, maintenance releases, and version upgrades.

• Provide feedback on production performance, defect trends, and delivery experiences to inform roadmap direction.

• Report to the Head of Product Delivery and work collaboratively across architecture, engineering, QA, project management, implementation, operations, and clients.

⛳️ Requirements

• 7+ years of practical experience in contact center technology encompassing voice, email, chat, SMS, social, web, video, and mobile.

• 5+ years of experience in product delivery, delivery management, product ownership, or technical project management for software products.

• Hands-on delivery or configuration experience with at least one major contact center platform: Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex.

• Proficient understanding 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.

• Familiarity with CRM and ticketing integrations, screen pop, APIs and webhooks, SIP and carrier connectivity, and reporting feeds.

• Experience in planning and executing production releases into live 24x7 customer-facing environments, including go-live, rollback, and decision-making on go/no-go.

• Knowledge of QA practices: test strategy, defect triage and prioritization, release criteria, and UAT.

• Experience with Agile, Scrum, or hybrid delivery methodologies, utilizing Jira or Azure DevOps.

• Understanding of PCI-DSS, TCPA, GDPR, HIPAA, and call recording consent regulations.

• Previous experience in reviewing and analyzing contact center solutions to recommend design enhancements and roadmap direction.

• Exceptional written and verbal communication skills, capable of reporting to leadership and bridging business and technical discussions.

• Strong judgment under pressure with the ability to make sound, defensible decisions.

• Excellent analytical skills and discipline in tracking dependencies, defects, and commitments.

• Accountability for delivery outcomes and maintaining product quality.

• Ability to effectively operate in a fast-paced hybrid Agile environment with changing priorities.

• Capacity to forge strong working relationships across engineering, QA, operations, and client teams.

• Preferred: experience in delivery within a BPO or outsourced contact center environment.

• Preferred: experience in integrating AI and automation into a contact center.

• Preferred: experience in delivering CCaaS capabilities in a multi-tenant, cloud-native setup.

• Preferred: previous contact center operations experience.

• Preferred: certifications such as CSPO, CSM, SAFe, PMP, or platform-specific contact center credentials.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible working arrangements and a supportive work culture.