Sutherland
Tech / AI / Software
Manager-ProductDelivery
Neural analysis suggests this role is
optimal for mid candidates.
“Manager - Product Delivery at Sutherland. Skills: Product Delivery, Contact Center Technology, Product Management, IT Project Management. 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; accomplish the stated goals
Industry & Context.
Highly developed problem solving and prioritization skills; Demonstrated ability to perform analyses and identify solutions to resolve specific business needs.
What They're Looking For.
Must Have
Experience of working with internal and external clients is required.
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., 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.
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
Analyzing complex business problems and defining productized solutions.
Provide research and recommendations that support Contact Center Technologies.
Ensure systems are built for scalability
and compliance (e. g.
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
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.
reviewing and analyzing Contact Center solutions
while making suggestions for design improvements and strategy roadmaps.
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; Building and maintaining 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, prioritize, meet deadlines, and manage changing priorities, Ability to manage, drive, and accept accountability for project progress and quality, Ability to work in a fast-paced environment
Full Job Description
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. 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 Technolo
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