Manager - Product Delivery

Overview:

Connect is one of the premier and fastest selling products at Sutherland Global, providing full Omni-Channel, Contact Center as a Service solution for our clients. We are seeking a Product Delivery Manager specializing in Contact Center Technology to lead the successful implementation and continuous improvement of our customer engagement platforms. In this role, you will drive the delivery of solutions that power voice, chat, messaging, and omnichannel support, ensuring alignment with business goals, operational needs, and technical architecture. The focus of the job will be to manage the Connect product development workload, which includes identifying, strategizing, and defining new product offerings, defining Service requirements, prioritizing initiatives, tracking budget, and preparing products for market. You will collaborate with product development, architecture, engineering teams, contact center operations, vendors, and IT to deliver scalable, reliable, and user-centric systems that enhance customer and agent experiences.

Experience of working with internal and external clients is required. This is a remote / work from home position.

• Ideal candidates would possess 5+ years of Contact Center Technology experience (Voice, Email, Chat, SMS, Social, Web, Video, and Mobile interactions) in technical delivery, product management, or IT project management with a focus on contact center engagement platforms.
• Experience with using business requirements, the voice of the customer, user journeys, customer feedback, and usability findings as input to Product decisions is strongly preferred.
• Working closely with Clients (internal and external) to gain in-depth understanding of design detail; identify, analyze, and translate business needs into functional designs; and work closely with Project Management and Development teams in the implementation of solutions.

RESPONSIBILITIES:

• Analyzing complex business problems and defining productized solutions.
• Provide research and recommendations that support Contact Center Technologies.
• Ensure systems are built for scalability, performance, and compliance (e.g., PCI, HIPAA, GDPR).
• Differentiating between client specific customizations and common product features.
• Assisting with service requirement definitions.
• Ensuring the voice of the customer is present by incorporating customer feedback, usage metrics, and usability findings into designs.
• Acting as a subject-matter expert in the Contact Center domain for all channels and supporting contact center Product Development.
• Facilitating discussions with internal and external clients on best practices for Product Development.
• Building and maintaining positive relationships across technology teams.
• Periodically review competitive product offerings.

• Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestions for design improvements and strategy roadmaps.
• Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
• Excellent communication and stakeholder management skills across technical and business teams.
• Demonstrated ability to perform analyses and identify solutions to resolve specific business needs.
• Detail oriented with excellent analytical skills.
• Must be a self-starter and be able to successfully execute initiatives with minimal guidance and accomplish the stated goals
• Highly developed problem solving and prioritization skills that will be demonstrated by the successful and timely completion of assignments
• Ability to manage, drive, and accept accountability for project progress and quality
• Ability to work in a fast-paced environment
• Flexible and Professional
• Solid Organization Skills
• Excellent interpersonal skills; team player
• Experience with delivery tools such as Jira, Confluence, Smartsheet, or equivalent.

All your information will be kept confidential according to EEO guidelines.

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.