Remote Senior CCaaS Delivery Lead (Omni-Channel)

Sutherland Global; Northern (KY); Hybrid; USD 140,000 - 180,000; Full time

Job summary

Sutherland is seeking a Senior Product Delivery Manager to lead the delivery of Connect products through the full development lifecycle. You will own scope, design, testing, and release, working with engineering, QA, and client deployments.

This is a remote role based in the United States. The ideal candidate has 7+ years in contact center tech, 5+ years in product delivery, and hands‑on experience with major CC platforms.

Qualifications

• 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.
• 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 how contact center components fit together: 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: 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 the regulatory environment contact centers operate in, including 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.

Responsibilities

• Take product direction and priorities from the Head of Product Delivery and shape them into a delivery plan.
• Review requirements for clarity, completeness, testability, and feasibility. Resolve gaps and ambiguities before work starts.
• Break requirements into epics, features, user stories, and acceptance criteria for development and QA.
• Size and phase work with engineering; set milestones and release targets; identify dependencies, risks, and assumptions.
• Coordinate with peer Product Delivery Managers on cross‑product dependencies and release order.
• Own execution for your assigned products and features: scope, schedule, quality, and dependencies.
• Turn approved requirements into designs with architects and engineers; test designs against routing, workflow, telephony, recording, and reporting.
• Act as product owner for the scrum team: manage backlog, clarify requirements, remove blockers, accept work against criteria.
• Set test scope and criteria; run defect triage and push fixes; plan UAT and obtain sign‑off.
• Lead deployments and hypercare; provide go/no‑go recommendations with test results and known risks.
• Produce release notes and documentation; hand over to operations and support; manage production issues.

Skills

Contact center technology

Product delivery ownership

Agile / Scrum

QA & UAT

Stakeholder communication

Requirements analysis

Cross-functional collaboration

Tools

Genesys

NICE

Cisco

Avaya

Five9

Amazon Connect

Twilio Flex

Jira

Azure DevOps

Job description

Sutherland is seeking a Senior Product Delivery Manager to lead the delivery of Connect products through the full development lifecycle. You will own scope, design, testing, and release, working with engineering, QA, and client deployments.

This is a remote role based in the United States. The ideal candidate has 7+ years in contact center tech, 5+ years in product delivery, and hands‑on experience with major CC platforms.