[Hiring] Senior Product Delivery Manager @Sutherland

Role Description

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 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. This is not a coordination role; you are expected to apply product judgment on scope, design, and release readiness.

Real contact center expertise is essential. You will make product and delivery decisions daily on:

• Omni-channel routing
• Telephony
• Agent desktop
• Recording
• Reporting
• Integration behavior

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
• Release order

This 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, working US business hours, primarily Eastern Time and extending to Pacific Time.

Qualifications

• 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.
• Availability to work USA EST or CST working hours.
• 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.

Requirements

• 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.
• 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.
• 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.
• Produce the release package the deployment teams work from: release notes, configuration and technical documentation, runbooks, and internal readiness sessions.
• 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.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits.
• Flexible working hours and remote work options.
• Opportunities for professional development and growth.
• Collaborative and innovative work environment.