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Product Delivery Manager
SutherlandProduct Delivery Manager at Sutherland leading implementation of Contact Center Technology solutions. Overseeing product development workload and collaborating with various teams to enhance customer engagement platforms.
About the role
Key responsibilities & impact- Lead successful implementation and continuous improvement of customer engagement platforms
- Drive the delivery of solutions that power voice, chat, messaging, and omnichannel support
- Manage the Connect product development workload, identifying, strategizing, and defining new product offerings
- Define Service requirements, prioritize initiatives, track budget, and prepare products for market
- Collaborate with product development, architecture, engineering teams, contact center operations, vendors, and IT
- Ensure systems are built for scalability, performance, and compliance (e.g., PCI, HIPAA, GDPR)
Requirements
What you’ll need- 5+ years of Contact Center Technology experience (Voice, Email, Chat, SMS, Social, Web, Video, and Mobile interactions)
- Experience with using business requirements, the voice of the customer, user journeys, customer feedback, and usability findings as input to Product decisions
- Excellent communication and stakeholder management skills across technical and business teams
- Detail oriented with excellent analytical skills
- 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
- Experience with delivery tools such as Jira, Confluence, Smartsheet, or equivalent.
Benefits
Comp & perks- Employees can work remotely
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Contact Center TechnologyVoice interactionsEmail interactionsChat interactionsSMS interactionsSocial interactionsWeb interactionsVideo interactionsMobile interactionsProduct development
Soft Skills
Communication skillsStakeholder managementDetail orientedAnalytical skillsProblem solvingPrioritization skillsAccountabilityAdaptabilityCollaborationTime management