Senior Product Delivery Manager (remote, Bulgaria)

Sutherland
Sofia
Workplace: RemoteFull timeFunction: Program & Project Management (PMO)Experience: 5+ yearsSkills: ["Excellent communication","Analytical thinking","Sound judgment","Accountability","Cross-functional collaboration"]

Own delivery of CCaaS product capabilities end-to-end, from shaping requirements and trade-offs through design alignment, QA/UAT, release planning, and go/no-go readiness. Make daily product and delivery decisions for omni-channel contact center experiences (routing, telephony, agent desktop, recording, reporting, and integrations). Partner across engineering, QA, project management, architecture, and operations as a product authority, including direct support during deployments and hypercare.

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FursaFursa
Sutherland
Sutherland
2 days ago

Senior Product Delivery Manager (remote, Bulgaria)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live
Reposted: similar role first listed 1 week ago

Job Summary

Own delivery of CCaaS product capabilities end-to-end, from shaping requirements and trade-offs through design alignment, QA/UAT, release planning, and go/no-go readiness. Make daily product and delivery decisions for omni-channel contact center experiences (routing, telephony, agent desktop, recording, reporting, and integrations). Partner across engineering, QA, project management, architecture, and operations as a product authority, including direct support during deployments and hypercare.
Location: Sofia
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Director level

Key Responsibilities

  • •Transform product direction into a delivery plan by validating requirements for clarity, completeness, testability, and feasibility.
  • •Own execution for assigned products and features, including shaping backlog and functional/technical designs with engineering leads and solution architects.
  • •Define QA/UAT strategy with QA, run defect triage, and lead UAT to obtain sign-off and support go/no-go decisions.
  • •Produce release packages (release notes, documentation, runbooks) and ensure environment readiness, rollback, and support readiness.
  • •Support client deployments as product authority, lead deployment when needed, and stay engaged through hypercare to resolve rollout issues and feed lessons into the roadmap.

Key Requirements

  • •7+ years of hands-on contact center technology experience across voice and digital channels (email, chat, SMS, social, web, video, 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 as your normal business day.
  • •Hands-on delivery/configuration experience on at least one contact center platform (Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex).
  • •Working knowledge of contact center components and integrations, including routing/ACD, IVR, CTI/agent desktop, recording, QA practices, and release decisions.
Experience:5+ yearsContact centerCCaaSSoftware productsAgileOmni-channel
Skills:Excellent communicationAnalytical thinkingSound judgmentAccountabilityCross-functional collaboration
Certifications:CSPOCSMSAFePMPContact center platform certification
Languages:English
Tech Stack:GenesysNICECiscoAvayaFive9Amazon ConnectTwilio FlexJiraAzure DevOpsAPIsWebhooksCTIIVRACDSIPPCI-DSSTCPAGDPRHIPAA

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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