Senior Product Delivery Manager to drive the delivery of Connect, Sutherland’s premier omni-channel Contact Center as a Service product, through the full development lifecycle. You will act as the product authority from requirements through release, shaping scope, design, and release readiness, and partnering with engineering, QA, operations, and clients. This role is remote and based in Sofia, Bulgaria, with the team operating across US business hours. You will own requirements intake and delivery planning, break requirements into epics and user stories, define milestones, manage dependencies, and separate client-specific configuration from core product capability. You will lead design and build, maintain the backlog as the scrum product owner, and ensure production readiness through QA, UAT, and release planning. You will support client deployments as the product authority and lead deployment when necessary, staying engaged through hypercare and translating production outcomes into roadmap direction. Qualifications: 7+ years of hands-on contact center technology experience; 5+ years in product delivery or technical project management; hands-on experience with major CC platforms such as Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex; deep knowledge of contact center components and integrations; experience releasing into 24x7 environments; familiarity with QA, Agile/Scrum; strong communication and stakeholder management; ability to operate in a fast-paced hybrid Agile setting. Preferred: delivery experience in BPO/outsourced CC, AI/automation in CC, CCaa

Senior Product Delivery Manager to drive the delivery of Connect, Sutherland’s premier omni-channel Contact Center as a Service product, through the full development lifecycle. You will act as the product authority from requirements through release, shaping scope, design, and release readiness, and partnering with engineering, QA, operations, and clients. This role is remote and based in Sofia, Bulgaria, with the team operating across US business hours. You will own requirements intake and delivery planning, break requirements into epics and user stories, define milestones, manage dependencies, and separate client-specific configuration from core product capability. You will lead design and build, maintain the backlog as the scrum product owner, and ensure production readiness through QA, UAT, and release planning. You will support client deployments as the product authority and lead deployment when necessary, staying engaged through hypercare and translating production outcomes into roadmap direction. Qualifications: 7+ years of hands-on contact center technology experience; 5+ years in product delivery or technical project management; hands-on experience with major CC platforms such as Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex; deep knowledge of contact center components and integrations; experience releasing into 24x7 environments; familiarity with QA, Agile/Scrum; strong communication and stakeholder management; ability to operate in a fast-paced hybrid Agile setting. Preferred: delivery experience in BPO/outsourced CC, AI/automation in CC, CCaa