Senior Product Delivery Manager (Contact Center)

Location: Remote, based in the United States. The normal business day must align with US business hours, primarily Eastern Time and extending to Pacific Time; offset shifts from another region are not permitted.

Company

hirify.global provides artificial intelligence, automation, cloud engineering, advanced analytics, and business process services, including the Connect omnichannel Contact Center as a Service platform.

What you will do

• Turn product direction and priorities into delivery plans, epics, features, user stories, acceptance criteria, milestones, and release targets.
• Own execution for assigned products and features across scope, schedule, quality, dependencies, backlog management, and release decisions.
• Collaborate with architects and engineering leads on functional and technical designs for routing, telephony, agent workflows, recording, reporting, and integrations.
• Define QA strategy and UAT scope, lead defect triage, obtain stakeholder sign-off, and make go or no-go recommendations.
• Prepare release packages, documentation, runbooks, and readiness sessions for deployment, operations, support, and project management teams.
• Support client deployments and hypercare, resolve product issues, and feed production lessons and performance trends into roadmap direction.

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, UAT, and go/no-go decisions.
• Experience with Agile, Scrum, or hybrid delivery and tools such as Jira or Azure DevOps, plus knowledge of PCI-DSS, TCPA, GDPR, HIPAA, and recording consent.

Nice to have

• Delivery experience in a BPO or outsourced contact center environment 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 CCaaS capabilities in a multi-tenant, cloud-native environment.
• Prior contact center operations experience or certifications such as CSPO, CSM, SAFe, PMP, or a platform-specific certification.

Culture & Benefits

• Work remotely while maintaining US business hours.
• Collaborate across architecture, engineering, QA, project management, implementation, operations, and client teams.
• Work on a rapidly growing omnichannel Contact Center as a Service product.
• Operate in a fast-paced Agile environment with shared delivery standards and shifting priorities.