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

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

📋 Description

• Transform product requirements into actionable solutions throughout the entire development lifecycle.

• Assess requirements for clarity, completeness, testability, and feasibility.

• Decompose requirements into epics, features, user stories, and acceptance criteria.

• Collaborate with engineering to size and phase work, establish milestones and release targets, and identify dependencies, assumptions, and risks.

• Manage cross-product dependencies, shared components, and release sequencing in coordination with fellow Product Delivery Managers.

• Oversee the execution of assigned products and features, ensuring scope, schedule, quality, and dependencies are met.

• Partner with solution architects and engineering leads to develop functional and technical designs.

• Serve as the product owner for the scrum team, maintaining the backlog, clarifying requirements, removing roadblocks, and approving completed work.

• Track delivery status and escalate risks, issues, and blockers with suggested actions.

• Make decisions regarding release scope based on defect risk, client impact, and production readiness.

• Define test scope, strategy, entry and exit criteria in collaboration with QA.

• Conduct defect triage and prioritization, facilitate fixes and retests, and monitor defect trends.

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

• Manage product release plans, including ensuring environment readiness, establishing rollback procedures, and determining go/no-go criteria.

• Act as the product authority during client deployments and lead deployments directly when necessary.

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

• Transition products to operations, support, and project management, including escalation paths and known issues.

• Serve as the escalation point for products during rollout and take ownership of resolving product defects.

• Provide support during hypercare by addressing production issues and overseeing post-release fixes.

• Utilize insights from production performance, defect trends, and delivery experiences to inform roadmap direction.

• Manage enhancements, maintenance releases, and version upgrades.

⛳️ Requirements

• A minimum of 7 years of hands-on experience in contact center technology across various channels including voice, email, chat, SMS, social, web, video, and mobile.

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

• Must be available to work during USA EST or CST hours.

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

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

• Proven track record of planning and executing production releases in live 24x7 customer-facing environments, including go-live, rollback, and go/no-go decisions.

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

• Experience with Agile, Scrum, or hybrid delivery methodologies, using tools such as Jira or Azure DevOps.

• Understanding of compliance standards such as PCI-DSS, TCPA, GDPR, HIPAA, and call recording consent.

• Prior experience in evaluating and analyzing contact center solutions, providing recommendations for design improvements and roadmap direction.

• Exceptional written and verbal communication skills, capable of reporting to leadership and bridging the gap between business and technical stakeholders.

• Ability to exercise sound judgment under pressure and make well-founded decisions.

• Strong analytical skills with the capability to monitor dependencies, defects, and commitments.

• Demonstrated accountability for delivery outcomes and product quality.

• Capacity to thrive in a fast-paced, hybrid Agile environment with changing priorities.

• Ability to foster collaborative relationships across engineering, QA, operations, and client teams.

🏝️ Benefits

• Opportunity for remote work.

• Full-time employment.