Manager Product Delivery

Bogotá - Colombia

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

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 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.

Qualifications :

Must have prior experience reviewing and analyzing Contact Center solutions while making suggestions for design improvements and strategy roadmaps.
Self-motivated with the ability to prioritize meet deadlines and manage changing priorities
Excellent communication and stakeholder management skills across technical and business teams.
Demonstrated ability to perform analyses and identify solutions to resolve specific business needs.
Detail oriented with excellent analytical skills.
Must be a self-starter and be able to successfully execute initiatives with minimal guidance and accomplish the stated goals
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
Flexible and Professional
Solid Organization Skills
Excellent interpersonal skills; team player
Experience with delivery tools such as Jira Confluence Smartsheet or equivalent.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time

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 con...

Overview:

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.

Qualifications :

Must have prior experience reviewing and analyzing Contact Center solutions while making suggestions for design improvements and strategy roadmaps.
Self-motivated with the ability to prioritize meet deadlines and manage changing priorities
Excellent communication and stakeholder management skills across technical and business teams.
Demonstrated ability to perform analyses and identify solutions to resolve specific business needs.
Detail oriented with excellent analytical skills.
Must be a self-starter and be able to successfully execute initiatives with minimal guidance and accomplish the stated goals
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
Flexible and Professional
Solid Organization Skills
Excellent interpersonal skills; team player
Experience with delivery tools such as Jira Confluence Smartsheet or equivalent.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time

Key Skills

Time Management
Data Analytics
Analytical
Agile
Requirement Gathering
Strategic thinking
Visio
Communication
Problem Solving
Market Research
UML
Cross Functional Teams

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