Senior Product Delivery Manager

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Program & Project Management (PMO)Skills: ["Written and verbal communication","Sound judgment","Analytical thinking","Accountability","Cross-functional collaboration"]

Own delivery of Connect CCaaS products through the full development lifecycle. Shape requirements into buildable epics and acceptance criteria, plan releases, and act as product authority through QA, UAT, and go/no-go decisions. Deep contact center expertise drives daily product judgments across omnichannel routing, telephony, agent desktop, recording, reporting, and integrations, while you support client deployments and hypercare for production stability.

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FursaFursa
Sutherland
Sutherland
2 days ago

Senior Product Delivery Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own delivery of Connect CCaaS products through the full development lifecycle. Shape requirements into buildable epics and acceptance criteria, plan releases, and act as product authority through QA, UAT, and go/no-go decisions. Deep contact center expertise drives daily product judgments across omnichannel routing, telephony, agent desktop, recording, reporting, and integrations, while you support client deployments and hypercare for production stability.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Intake requirements and shape them into delivery plans, epics/features/user stories, milestones, release targets, and acceptance criteria for dev and QA.
  • •Own execution for assigned products and features, including scope/schedule/quality and trade-off decisions on what ships vs defers based on defect risk and production readiness.
  • •Set QA test scope/strategy and lead UAT, including defect triage, prioritization, retests, and go/no-go recommendations based on results and known risks.
  • •Produce release packages (release notes, configuration/technical documentation, runbooks) and support client deployments as the product authority, including escalation paths.
  • •Act as escalation point post-deployment (hypercare), resolve rollout issues, and feed production learnings back into roadmap and enhancements/version upgrades.

Key Requirements

  • •7+ years hands-on contact center technology experience across voice and digital channels (email, chat, SMS, social, web, video, mobile).
  • •5+ years delivering products/capabilities through product delivery, product ownership, delivery management, or technical project management.
  • •Hands-on delivery/configuration experience on at least one major contact center platform (Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex).
  • •Working knowledge of contact center component interactions (ACD/routing, IVR/self-service, CTI/agent desktop, dialer/outbound, recording, workforce, reporting).
  • •Experience planning and executing production releases into live 24x7 environments with go-live, rollback, and go/no-go decisions, plus QA strategy and UAT execution.
Experience:Contact centerCCaaSOmnichannel
Skills:Written and verbal communicationSound judgmentAnalytical thinkingAccountabilityCross-functional collaboration
Languages:English
Tech Stack:GenesysNICECiscoAvayaFive9Amazon ConnectTwilio FlexJiraAzure DevOpsACDIVRCTISIPAPIsWebhooksCRMTicketingPCI-DSSGDPRHIPAA

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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