Senior Product Delivery Manager (remote, Bulgaria)

Location: Remote, based in the United States; must work normal US business hours, primarily Eastern Time through Pacific Time

Company

hirify.global provides AI, automation, cloud engineering, advanced analytics, and business process technology services for global brands.

What you will do

• Turn product direction and priorities into delivery plans, epics, features, user stories, acceptance criteria, milestones, and release targets.
• Own execution across scope, schedule, quality, dependencies, backlog management, and release decisions.
• Work with architecture and engineering to validate functional and technical designs against real contact center routing, telephony, agent workflow, recording, reporting, and integration behavior.
• Define QA and UAT strategy, lead defect triage, coordinate stakeholder sign-off, and determine go/no-go readiness.
• Prepare release packages, documentation, runbooks, and operational handoffs for client deployments.
• Support deployments and hypercare, resolve product issues, and feed production lessons into roadmap direction and future releases.

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.
• Hands-on delivery or configuration experience with Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex.
• Knowledge of ACD and routing, IVR, CTI, agent desktop, dialers, recording, quality management, workforce management, reporting, CRM integrations, APIs, webhooks, SIP, and carrier connectivity.
• Experience with production releases in live 24x7 customer-facing environments, including rollback, release criteria, QA, defect triage, and UAT.
• Experience with Agile, Scrum, or hybrid delivery using Jira or Azure DevOps, plus strong analytical, communication, and decision-making skills.

Nice to have

• Delivery experience in BPO or outsourced contact center environments with multi-client and 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

• Cross-functional collaboration with architecture, engineering, QA, project management, implementation, operations, support, and client teams.
• Work in a fast-paced Agile environment with shared delivery standards, dependencies, and release trains.
• Remote working arrangement with a fixed US business-hours schedule.
• Opportunity to work on omni-channel Contact Center as a Service products and digital transformation solutions.