Sutherland
Business Process and Technology Management Services
ManagerProductDelivery
“Manager - Product Delivery at Sutherland. Skills: Product Delivery, Contact Center Technology, Product Management, IT Project Management, Stakeholder Management, Problem Solving. Lead the successful implementation and continuous improvement of our customer engagement platforms.. Drive the delivery of solutions that power voice, chat, messaging, and omnichannel support, ensuring alignment with business goals, operational needs, and technical architecture.”
What You'll Achieve.
Deliver scalable, reliable, and user-centric systems that enhance customer and agent experiences.; Successful and timely completion of assignments.
Industry & Context.
Highly developed problem solving and prioritization skills
What They're Looking For.
Must Have
Experience of working with internal and external clients is required., 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., Working closely with Clients (internal and external) to gain in-depth understanding of design identify, analyze, and translate business needs into functional and work closely with Project Management and Development teams in the implementation of solutions., Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestions for design improvements and strategy roadmaps., Demonstrated ability to perform analyses and identify solutions to resolve specific business needs., Must be a self-starter and be able to successfully execute initiatives with minimal guidance and accomplish the stated goals, Ability to manage, drive, and accept accountability for project progress and quality
Nice to Have
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.
What You'll Do.
Lead the successful implementation and continuous improvement of our customer engagement platforms.
Drive the delivery of solutions that power voice
and omnichannel support
ensuring alignment with business goals
and technical architecture.
Manage the Connect product development workload
which includes identifying
and defining new product offerings
defining Service requirements
prioritizing initiatives
and preparing products for market.
Collaborate with product development
contact center operations
and IT to deliver scalable
and user-centric systems that enhance customer and agent experiences.
Analyze complex business problems and define productized solutions.
Provide research and recommendations that support Contact Center Technologies.
Ensure systems are built for scalability
and compliance (e. g.
Differentiate between client specific customizations and common product features.
Assist with service requirement definitions.
Ensure the voice of the customer is present by incorporating customer feedback
and usability findings into designs.
Act as a subject-matter expert in the Contact Center domain for all channels and supporting contact center Product Development.
Facilitate discussions with internal and external clients on best practices for Product Development.
Build and maintain positive relationships across technology teams.
Periodically review competitive product offerings.
How You'll Work.
Team & Collaboration
Collaborate with product development, architecture, engineering teams, contact center operations, vendors, and IT.; Work closely with Project Management and Development teams in the implementation of solutions.; Build and maintain positive relationships across technology teams.; Excellent communication and stakeholder management skills across technical and business teams.
Communication Scope
Excellent communication and stakeholder management skills across technical and business teams.
Process & Methodology
IT project management, Prioritizing initiatives, Tracking budget, Ability to manage, drive, and accept accountability for project progress and quality
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