Senior Product Delivery Manager – Availability to work USA EST or CST hours

Responsibilities

• Shape product requirements into deliverable solutions across the full development lifecycle
• Review requirements for clarity, completeness, testability, and feasibility
• Break requirements into epics, features, user stories, and acceptance criteria
• Size and phase work with engineering, set milestones and release targets, and identify dependencies, assumptions, and risks
• Coordinate cross-product dependencies, shared components, and release order with peer Product Delivery Managers
• Own execution for assigned products and features, including scope, schedule, quality, and dependencies
• Work with solution architects and engineering leads on functional and technical designs
• Act as product owner for the scrum team by maintaining the backlog, clarifying requirements, clearing roadblocks, and accepting completed work
• Maintain delivery status and raise risks, issues, and blockers with recommended actions
• Make release scope decisions based on defect risk, client impact, and production readiness
• Set test scope, strategy, entry and exit criteria with QA
• Run defect triage and prioritization, push fixes and retests, and track defect trends
• Plan and lead UAT with internal and client stakeholders and obtain sign-off
• Own product release plans, including environment readiness, rollback, and go/no-go criteria
• Support client deployments as product authority and lead deployments directly when required
• Produce release notes, configuration and technical documentation, runbooks, and readiness sessions
• Hand products to operations, support, and project management with escalation paths and known issues
• Act as product escalation point during rollout and own resolution of product defects
• Support hypercare through closure of production issues and post-release fixes
• Turn production performance, defect trends, and delivery lessons into roadmap direction
• Manage enhancements, maintenance releases, and version upgrades

Requirements

• 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 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, including 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 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 and ability to make defensible decisions
• Strong analytical skills and ability to track dependencies, defects, and commitments
• Accountability for delivery outcomes and product quality
• Ability to work in a fast-paced hybrid Agile environment with shifting priorities
• Ability to build working relationships across engineering, QA, operations, and client teams

Core Competencies

Demonstrates extensive experience in product delivery and management within contact center technology, including hands-on delivery on major platforms and a strong understanding of QA practices. Capable of coordinating cross-functional teams and managing product releases while ensuring quality and client satisfaction.

Highest-signal resume keywords

• Product Delivery Management
• Contact Center Technology Experience
• Agile Methodologies
• Defect Triage and Prioritization
• UAT Planning and Execution

Hard Skills

• Product Ownership
• Requirements Analysis
• Release Planning
• Contact Center Integrations
• ACD and Routing
• IVR and Self-Service
• APIs and Webhooks
• Defect Tracking
• Production Release Execution
• Quality Management

Soft Skills

• Excellent Communication Skills
• Sound Judgment Under Pressure
• Strong Analytical Skills
• Accountability for Delivery Outcomes
• Relationship Building

Industry Keywords

• PCI-DSS
• TCPA
• GDPR
• HIPAA
• Contact Center Solutions

Tools & Technologies

• Jira
• Azure DevOps
• Genesys
• NICE
• Cisco
• Avaya
• Five9
• Amazon Connect
• Twilio Flex