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

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

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

• Transform product requirements into feasible solutions while making decisions on scope, design, and release.

• Gather product direction from the Head of Product Delivery and formulate delivery plans, milestones, release targets, and dependency plans.

• Review, clarify, break down, size, and phase requirements into epics, features, user stories, and acceptance criteria.

• Coordinate cross-product dependencies, shared components, release trains, and release order alongside fellow Product Delivery Managers.

• Take ownership of execution for assigned products and features, ensuring scope, schedule, quality, and dependencies are met.

• Collaborate with solution architects and engineering leads regarding functional and technical designs.

• Act as the product owner for the scrum team by managing the backlog, clarifying requirements, resolving roadblocks, and approving completed work.

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

• Define QA test scope and strategy, along with entry and exit criteria, and confirm test coverage.

• Lead defect triage, prioritization, fixes, retests, and monitoring defect trends.

• Plan and conduct UAT with internal and client stakeholders to obtain sign-off.

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

• Advise the Head of Product Delivery on go or no-go decisions based on test outcomes, defects, and risks.

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

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

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

• Serve as the product escalation point during rollout and manage the resolution of product defects.

• Remain engaged through hypercare until all production issues and post-release fixes are resolved.

• Utilize production performance, defect trends, and delivery lessons to guide roadmap direction and manage enhancements, maintenance releases, and upgrades.

⛳️ Requirements

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

• At least 5 years in roles related to 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 delivery or configuration experience with 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, screen pop, APIs and webhooks, SIP and carrier connectivity, and reporting feeds.

• Proven experience planning and executing production releases into live 24x7 customer-facing environments, including go-live, rollback, and go/no-go decisions.

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

• Proficiency 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, with recommendations for design improvements and roadmap direction.

• Exceptional written and verbal communication skills, including the ability to report to leadership and bridge the gap between business and technical audiences.

• Strong judgment under pressure and capability to make well-supported decisions.

• Excellent analytical skills with the discipline to track dependencies, defects, and commitments.

• Accountability for delivery outcomes and product quality.

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

• Proficient in establishing working relationships across engineering, QA, operations, and client teams.

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

• Preferred: Experience in delivering AI and automation solutions to a contact center.

• Preferred: Experience in delivering CCaaS capabilities in a multi-tenant, cloud-native environment.

• Preferred: Prior experience in contact center operations.

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

🏝️ Benefits

• Employees have the opportunity to work remotely.