Senior Product Delivery Manager (Contact Center)

Location: Remote, based in the United States; must work normal US business hours, primarily Eastern Time and extending to Pacific Time. The role cannot be performed as an offset shift from another region.

Company

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

What you will do

• Translate product direction 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 across scope, schedule, quality, dependencies, and product decisions.
• Partner with architects, engineering, QA, project management, implementation, operations, and client stakeholders on designs, dependencies, testing, and deployments.
• Lead QA strategy, defect triage, user acceptance testing, release readiness, rollback planning, and go/no-go recommendations.
• Prepare release packages, documentation, runbooks, and readiness sessions, then support deployments, hypercare, production issues, and post-release improvements.
• Apply contact-center expertise to omni-channel routing, telephony, agent desktop, recording, reporting, integrations, and live operational behavior.

Requirements

• 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.
• Availability to work US Eastern or Central Time business hours is required.
• 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 routing, IVR, CTI, agent desktop, recording, workforce management, CRM, APIs, webhooks, SIP, and reporting.
• Experience with production releases, QA strategy, defect triage, UAT, Agile/Scrum delivery, Jira or Azure DevOps, and contact-center regulations such as PCI-DSS, TCPA, GDPR, or HIPAA.

Nice to have

• Delivery experience in BPO or outsourced contact center environments 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 or prior contact center operations experience.
• CSPO, CSM, SAFe, PMP, or platform-specific contact center certification.

Culture & Benefits

• Remote work arrangement for the role.
• Collaboration across architecture, engineering, QA, project management, implementation, operations, and client teams.
• Work on a fast-paced product delivery team supporting a customer-facing omni-channel platform.