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.