Senior Product Delivery Manager (remote, Bulgaria)

Sutherland
Sofia
Workplace: RemoteFull timeFunction: Program & Project Management (PMO)Skills: ["Communication","Analytical skills","Sound judgment","Accountability","Stakeholder collaboration"]

Drive end-to-end delivery for omnichannel contact center products through requirements, backlog, design alignment, QA/UAT, and release readiness. Serve as product authority for daily delivery decisions across routing, telephony, agent desktop, recordings, reporting, and integrations. Partner with engineering, QA, project management, implementation, and operations to plan releases into live 24x7 environments, support deployments, and guide roadmap direction from production learnings.

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FursaFursa
Sutherland
Sutherland
2 days ago

Senior Product Delivery Manager (remote, Bulgaria)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Drive end-to-end delivery for omnichannel contact center products through requirements, backlog, design alignment, QA/UAT, and release readiness. Serve as product authority for daily delivery decisions across routing, telephony, agent desktop, recordings, reporting, and integrations. Partner with engineering, QA, project management, implementation, and operations to plan releases into live 24x7 environments, support deployments, and guide roadmap direction from production learnings.
Location: Sofia
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Director level

Key Responsibilities

  • •Shape delivery plans from product priorities, including requirement clarity, feasibility, and decomposition into epics/features/user stories with acceptance criteria.
  • •Own execution for assigned products and features, partnering with solution architects and engineering leads to turn requirements into designs and accept completed work.
  • •Define test scope and strategy with QA, run defect triage, plan and lead UAT, and recommend go/no-go supported by results and known risks.
  • •Support and lead client deployments when needed by producing release packages (release notes, documentation, runbooks), handing off to operations and PMO, and serving as escalation point during rollout.
  • •Translate production performance and defect trends into roadmap direction, managing enhancements, maintenance releases, and version upgrades through hypercare.

Key Requirements

  • •7+ years of hands-on contact center technology experience across voice and digital channels (email, chat, SMS, etc.).
  • •5+ years in product delivery, delivery management, product ownership, or technical project management for software products.
  • •Hands-on delivery/configuration experience on a major contact center platform such as Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex.
  • •Working knowledge of contact center components and integrations, including ACD/routing, IVR/self-service, CTI/agent desktop, recording, reporting, CRM/ticketing, APIs/webhooks, and SIP/carrier connectivity.
  • •Experience planning and executing production releases into live 24x7 customer-facing environments, including go-live, rollback, and go/no-go decisions.
Experience:Contact centerCCaaSTelecommunicationsSaaS
Skills:CommunicationAnalytical skillsSound judgmentAccountabilityStakeholder collaboration
Certifications:CSPOCSMSAFePMP
Languages:English
Tech Stack:GenesysNICECiscoAvayaFive9Amazon ConnectTwilio FlexJiraAzure DevOpsAgileScrumAPIsWebhooksSIPCTIACDIVRCRMScreen popWorkforce management

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
WebsiteLinkedInGlassdoor