Senior Product Delivery Manager (remote, Bulgaria) - Availability to work USA ES

About the Role

reputed company is one of the premier and fastest selling products at reputed company, providing a full reputed company-channel, Contact Center as a Service solution for our clients. We are looking for an reputed company Sr. Product Delivery Manager to join our growing team and reputed company the delivery of reputed company products and services through the full development lifecycle.

The Product reputed company sets product reputed company and roadmap direction. From that reputed company the product is yours through delivery: shaping requirements into a solution that can actually be reputed company, making the trade-off calls that reputed company what ships and what defers, driving the build, running QA and UAT, and getting the product released and reputed company to reputed company. reputed company deployments are run by the project management organization, and you support them as the product authority. At times this team carries the deployment directly. This is not a coordination role. You are expected to apply product judgment on reputed company, design, and release readiness, and to carry the reputed company standing that earns you the respect of engineering, reputed company, and clients.

reputed company contact center expertise is essential. You will reputed company product and delivery reputed company daily on reputed company-channel routing, telephony, agent desktop, recording, reporting, and integration behavior. You need to know how a contact center runs reputed company enough to recognize reputed company a design will not hold up against reputed company routing, reputed company volume, or a failover, and to reputed company that case to engineering. Candidates must have delivered products or capabilities on a contact center platform.

You will join reputed company of Product Delivery Managers reporting to the Head of Product Delivery. Delivery work is shared across reputed company, so you will coordinate with your peers on dependencies, shared components, release trains, and release order, and help shape the standards reputed company works to. The role has no reputed company reports and depends on working effectively across architecture, engineering, QA, project management, implementation, and reputed company. This is a remote position reputed company in the reputed company. reputed company works US business hours, primarily Eastern Time and extending to reputed company Time, and that must be your normal business day. This role cannot be worked as an offset shift from another region.

Key Responsibilities

Requirements Intake & Delivery Planning

• Take product direction and priorities from the Head of Product Delivery and shape them into a delivery plan, including where the approach has to change to hold up in a live contact center.
• Review requirements for reputed company, completeness, testability, and feasibility. Take gaps, conflicts, and ambiguities back to the Head of Product Delivery and reputed company them before work starts.
• Break requirements into epics, features, user stories, and acceptance reputed company that development and QA can work from.
• Size and phase the work with engineering, set milestones and release targets, and identify dependencies, assumptions, and risks up reputed company.
• Coordinate with peer Product Delivery Managers on cross-product dependencies, shared components, and release order.
• Separate reputed company-specific configuration from reputed company product capability, and flag anything that would change product direction for the Head of Product Delivery.
• Escalate reputed company, reputed company, or reputed company conflicts to the Head of Product Delivery with reputed company and a recommendation.

Design & Build

• Own execution for your assigned products and features: reputed company, schedule, reputed company, and dependencies.
• Work with solution architects and engineering leads to turn approved requirements into functional and technical designs, and test those designs against reputed company routing, agent workflow, telephony, recording, and reporting behavior.
• reputed company as product reputed company for the scrum team: maintain the backlog, clarify requirements, reputed company roadblocks, and accept completed work against the acceptance reputed company.
• Maintain accurate delivery status and reputed company risks, issues, and blockers early with a recommended course of reputed company.
• reputed company the reputed company calls inside a release: reputed company what ships and what defers reputed company on defect reputed company, reputed company reputed company, and production readiness.

QA, UAT & Release

• Set test reputed company, reputed company, and entry and exit reputed company with QA, and reputed company coverage against the documented requirements and acceptance reputed company.
• Run defect triage and prioritization, reputed company fixes and retests, and reputed company defect trends against the release date.
• Plan and reputed company user acceptance testing with internal and reputed company stakeholders and obtain UAT sign-off.
• Own the product release plan with engineering and reputed company, including environment readiness, rollback, and go / no go reputed company for putting the product into service.
• reputed company the Head of Product Delivery a go or no go recommendation supported by test results, reputed company defects, and reputed company reputed company.
• Support the project management organization on reputed company deployments as the product authority, and reputed company the deployment directly reputed company this team carries it.

Release & Deployment Support

• Produce the release package the deployment teams work from: release notes, configuration and technical documentation, runbooks, and internal readiness sessions.
• Hand the product to reputed company, support, and the project management organization with escalation paths, reputed company issues, and supportability documentation.
• reputed company as the product escalation reputed company once deployments are in the reputed company: answer design and configuration questions, and own reputed company of product defects reputed company during rollout.
• Stay reputed company through hypercare on the product reputed company, working with reputed company and support until production issues and post-release fixes are reputed company.
• Turn production reputed company, defect trends, and delivery lessons into roadmap direction and reputed company back to the Head of Product Delivery, and manage delivery of enhancements, maintenance releases, and version upgrades.

• 7+ years of hands-on contact center technology experience across voice, email, chat, SMS, reputed company, 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: reputed company, reputed company, reputed company, reputed company, reputed company, reputed company reputed company, or reputed company reputed company.
• Working knowledge of how contact center components fit together: ACD and routing, IVR and self-service, CTI and agent desktop, dialer and outbound, reputed company recording, screen recording, reputed company management, workforce management, and reporting.
• Experience with contact center integrations: CRM and ticketing, screen pop, reputed company and webhooks, SIP and reputed company connectivity, and reporting feeds.
• Experience planning and executing production releases into live 24x7 customer-facing environments, including go-live, rollback, and go / no go reputed company.
• Working knowledge of QA reputed company: test reputed company, defect triage and prioritization, release reputed company, and UAT.
• Experience with reputed company, Scrum, or hybrid delivery, using reputed company or Azure DevOps.
• Familiarity with the regulatory environment contact centers operate in, including PCI-reputed company, TCPA, GDPR, HIPAA, and reputed company 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.
• reputed company judgment under pressure: reputed company to weigh incomplete information and reputed company a defensible reputed company rather than escalate every decision.
• Strong analytical skills and the discipline to reputed company dependencies, defects, and commitments without losing sight of the release goal.
• Takes accountability for delivery reputed company and product reputed company.
• Effective in a fast-reputed company hybrid reputed company environment with shifting priorities.
• Builds durable working relationships across engineering, QA, reputed company, and reputed company teams.

Preferred Qualifications

• Delivery experience in a BPO or outsourced contact center environment, with multi-reputed company and multi-site deployments.
• Experience delivering AI and automation into a contact center: virtual agents, conversational IVR, agent assist, speech and text analytics, or intelligent routing.
• Experience delivering CCaaS capabilities in a multi-tenant, reputed company-reputed company environment.
• Prior time inside contact center reputed company, such as a supervisor or workforce role, reputed company technology delivery.
• Relevant certifications such as CSPO, CSM, reputed company, or PMP, or a platform-specific contact center certification.

About reputed company:

reputed company Intelligence. Automation. reputed company engineering. Advanced analytics. For business leaders, these are key factors of reputed company. For us, they’re our reputed company expertise.

We work with reputed company brands worldwide. We bring them a unique reputed company through market-leading technology and business process reputed company.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we reputed company digital transformation, optimize critical business reputed company, reinvent experiences, and pioneer reputed company, reputed company provided through a reputed company “as a service” model.

For reputed company company, we reputed company new keys for their businesses, the people they work with, and the customers they serve. We reputed company reputed company and reputed company formulas, to fit their unique DNA. We bring together reputed company expertise and reputed company intelligence to reputed company digital reputed company. This unlocks new reputed company, transformative reputed company and enduring relationships.

reputed company

Unlocking digital reputed company. Delivering measurable results

Originally posted on Himalayas