Senior Product Delivery Manager (Contact Center)

Location: Remote from Bulgaria. The role requires working USA EST or CST business hours, primarily Eastern Time and extending to Pacific Time.

Company

hirify.global delivers AI, automation, cloud engineering, advanced analytics, and business process solutions for global brands.

What you will do

• Shape product direction and priorities into delivery plans, epics, features, user stories, acceptance criteria, milestones, and release targets.
• Own execution for assigned Contact Center as a Service products and features, including scope, schedule, quality, dependencies, backlog, and release decisions.
• Work with architecture and engineering teams on designs covering routing, telephony, agent workflows, recording, reporting, and integrations.
• Lead QA planning, defect triage, user acceptance testing, release readiness, go/no-go recommendations, and rollback planning.
• Support or lead client deployments and provide product authority during implementation and hypercare.
• Prepare release packages, documentation, runbooks, operational handoffs, and roadmap feedback based on production performance and delivery lessons.

Requirements

• Must be based in Bulgaria and work USA EST or CST business hours as the normal business day; the role cannot be worked as an offset shift from another region.
• 7+ years of hands-on contact center technology experience across voice, email, chat, SMS, social, web, video, and mobile.
• 5+ years in product delivery, delivery management, product ownership, or technical project management for software products.
• Hands-on delivery or configuration experience with a major contact center platform such as Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex.
• Experience with contact center architecture and integrations, including ACD, IVR, CTI, agent desktop, recording, workforce management, CRM, APIs, webhooks, SIP, and reporting feeds.
• Experience with production releases in live 24x7 environments, QA strategy, UAT, Agile delivery, Jira or Azure DevOps, and contact center regulations.

Nice to have

• Delivery experience in a BPO or outsourced contact center environment with multi-client or multi-site deployments.
• Experience delivering AI and automation such as virtual agents, conversational IVR, agent assist, speech and text analytics, or intelligent routing.
• Experience with multi-tenant, cloud-native CCaaS capabilities.
• Contact center operations experience or certifications such as CSPO, CSM, SAFe, PMP, or a platform-specific certification.

Culture & Benefits

• Work remotely from Bulgaria with a distributed cross-functional delivery team.
• Collaborate across product delivery, architecture, engineering, QA, project management, implementation, operations, and client teams.
• Operate in a fast-paced Agile environment with shifting priorities and shared release responsibilities.