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

• Define the product vision and prioritize tasks into actionable delivery plans for Connect contact center products and services.

• Evaluate requirements to ensure 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 partnership with fellow Product Delivery Managers.

• Oversee execution for assigned products and features, including managing scope, schedule, quality, and dependencies.

• Convert approved requirements into functional and technical designs in collaboration with solution architects and engineering leads.

• Serve as the product owner for the scrum team, maintain the backlog, resolve roadblocks, and approve completed work.

• Track delivery status and escalate risks, issues, and blockers while proposing remedial actions.

• Determine release scope, deciding which features to launch or defer based on defect risk, client impact, and production readiness.

• Establish QA test scope, strategy, entry and exit criteria, and ensure coverage.

• Lead defect triage, prioritize fixes, and coordinate retesting.

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

• Manage release plans, ensure environment readiness, establish rollback plans, and set go/no-go criteria.

• Provide support for client deployments as the product authority and lead deployments as necessary.

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

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

• Act as the product escalation point during rollout and take charge of resolving product defects.

• Remain engaged through hypercare and handle post-release fixes.

• Incorporate production performance, defect trends, and delivery lessons into the roadmap direction and manage enhancements, maintenance releases, and upgrades.

⛳️ Requirements

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

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

• Must be available to work during USA EST or CST business hours; standard US business hours should align with the regular workday.

• Practical delivery or configuration experience on at least one significant 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.

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

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

• Familiarity with QA practices, including test strategy, defect triage and prioritization, release criteria, and UAT.

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

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

• Prior experience in reviewing and analyzing contact center solutions and making recommendations for design improvements and roadmap direction.

• Exceptional written and verbal communication skills, including the ability to report to leadership and facilitate communication between business and technical teams.

• Demonstrated sound judgment under pressure and the capability to make defensible decisions.

• Strong analytical abilities and the discipline to track dependencies, defects, and commitments.

• Responsibility for delivery outcomes and product quality.

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

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

🏝️ Benefits

• Opportunity for remote work.

• Full-time employment.