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Code and Theory is a digital-first creative and technology agency that builds products, platforms and experiences for global brands. We combine engineering, design, data and strategy to deliver transformative digital solutions at scale.

This role leads the architecture pillar of the Adobe practice. You will be the senior architectural authority across every Adobe engagement we run, and the person our architects look to for technical direction, career growth and advocacy. You will also be the technical face of Code and Theory everywhere including Adobe - in front of their field teams, in front of their clients, and in the rooms where solutions get shaped before anyone writes a line of code.

This is not a role for someone who has stopped architecting. It is a leadership role for a practicing architect who wants to build and lead a team of them.

WHAT YOU’LL DO

• Own architectural quality across every Adobe engagement in the practice - content, data, work management and everything that connects them
• Run architecture reviews that change outcomes rather than rubber-stamp them, and establish the cadence and standards that make them worth attending
• Set and maintain architecture standards, reference architectures, decision records and reusable patterns across the practice
• Act as the escalation point for the hardest design and integration problems, and step in personally when an engagement is architecturally off-track
• Build the accelerator and asset library that makes each engagement faster than the last - migration tooling, discovery frameworks, estimation models, solution blueprints
• Hire, grow and lead a distributed team of multi-solution architects spanning content, data and work management specialisms
• Own performance management and career development decisions for your team - genuinely own them, with the context to advocate properly for the work your team is doing
• Mentor architects across specializations other than your own, which means being credible enough to challenge a data architect on identity strategy and a content architect on Edge Delivery Services in the same week
• Establish how architects work across concurrent engagements without becoming spread too thin
• Build a culture where architects volunteer their boundaries, document their decisions, and are trusted to say no
• Lead technical solutioning on enterprise pursuits - architecture narrative, effort estimation, staffing shape, scope definition and the technical story in the room
• Partner with sales, client partners and Adobe alliance leads on deal strategy
• Translate business problems into scalable Adobe architectures, and translate technical complexity into value propositions executives can act on
• Build the estimation discipline that makes our commitments credible - and hold the practice to estimate-versus-actual accuracy
• Establish agentic engineering as how this team works, not as an experiment running alongside it
• Build agents, sub-agents and orchestrated workflows that accelerate discovery, solution documentation, estimation, code review and migration - and get architects using them
• Evaluate and adopt emerging AI capabilities across the Adobe stack and beyond, and set the guardrails that make AI output safe to put in front of a client
• Mentor architects on AI-native working, including the ones who are skeptical

WHAT YOU’LL NEED

• 20+ years in technology, including 5+ years leading architects or senior technical staff globally. (India, LATAM etc)

• Demonstrated ownership of performance reviews, career development and compensation decisions - not mentoring alone

• Experience in an agency, consultancy or systems integrator, carrying multiple concurrent clients

• Experience delivering across US, India and LATAM specifically

• Deep, hands-on architectural expertise in at least one of the following:

  • Content and experience - AEM Sites and Assets, AEMaaCS, Edge Delivery Services, Forms, EDS
  • Data and personalization - Adobe Experience Platform, Real-Time CDP, Customer Journey Analytics, Journey Optimizer, Analytics, Target
  • Work management and content supply chain - Workfront, Workfront Fusion, GenStudio, Firefly Services

• Working architectural knowledge across all three areas of architectural expertise, sufficient to review a design, challenge a decision, and hold a client conversation

• Experience with enterprise integration architecture (CRM, commerce, search, identity and SSO, analytics, data platforms)

• Experience with modern architecture patterns (API-first, composable, headless versus hybrid, cloud-native, event-driven)

• Still close enough to the work to earn respect from architects and engineers, not as the primary implementer, but the ability to read the code, diagnose the problem and defend the decision

• Proven experience leading complex projects that include Data migration, customer journeys, CSC, legacy CMS to AEM, on-premise to AEMaaCS, and into Edge Delivery Services

• Hands-on daily use of AI engineering tools like Claude, Cursor, or equivalent

• Demonstrated experience building agents, sub-agents or orchestrated workflows, not only consuming AI tooling

• Track record of establishing AI-assisted practice across a team, including bringing skeptics along

• Judgment about where AI output needs a human in the loop, and the guardrails to enforce it

• Pre-sales ownership including estimation, staffing models, scope definition, pricing input and presenting in the room

• Executive stakeholder management, including the ability to hold a boardroom conversation and an architecture review in the same day

• An understanding of utilization, margin and why an inaccurate estimate is an architectural failure as much as a commercial one

• Experience with enterprise clients across US, EU and APAC

• Own the technical relationship with Adobe’s field, product and partner organizations

• Represent us in Adobe’s partner ecosystem: beta programs, Experience League, user groups, Summit, and the conversations that earn early access

• Bring Adobe’s roadmap back into the practice, and our field learning back to Adobe

• Experience with commercial negotiations and contract development

• Experience leading distributed teams across time zones, with genuine working relationships in offshore delivery centers rather than nominal ones

• Comfort operating in a practice that is being built rather than one that is already running

• Willingness to travel for client engagements, Adobe events and time with delivery teams

ABOUT US

Born in 2001, Code and Theory is a digital-first creative agency that sits at the center of creativity and technology. We pride ourselves on not only solving consumer and business problems, but also helping to establish new capabilities for our clients. With a global client roster of Fortune 100s and start-ups alike, we crave the hardest problems to solve. We have teams distributed across North America, South America, Europe, and Asia. The Code and Theory global network of agencies is growing and includes Kettle, Instrument, Left Field Labs, Create Group, Current, and TrueLogic.

Striving never to be pigeonholed, we work across every major category: from tech to CPG, financial services to travel & hospitality, government and education to media and publishing. We value the collaboration with our client partners, including but not limited to Adidas, Amazon, Con Edison, Diageo, EY, J.P. Morgan Chase, Lenovo, Marriott, Mars, Microsoft, Thomson Reuters, and TikTok.

The Code and Theory network is comprised of nearly 2,000 people with 50% engineers and 50% creative talent. We’re always on the lookout for smart, driven, and forward-thinking people to join our team.

The compensation range for this role is $225,000 - $300,000 and spans multiple levels. We’re open to hiring at the level that best matches the right candidate’s experience. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, budget, and location.

At Vanta, our mission is to help businesses earn and prove trust.We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

Vanta’s App Primitives team owns the shared building blocks that span data structures to UI: comments, notifications, event logs, feature flags, and task management. We own the general infrastructure; product teams own the logic built on top. Getting this layer right unlocks velocity for every team at Vanta.

As the Engineering Manager, App Primitives at Vanta, you’ll lead the team building the shared product primitives that every Vanta product team depends on, owning the infrastructure layer that makes collaboration, communication, and core workflows possible across the entire platform.

Our Engineering Managers develop and grow high-performing teams that deliver significant value to our customers and enable our business to scale. This role sits at the intersection of technical architecture and team development, with real authority to set direction and grow a world-class platform team.

Visit our Vanta Engineering Blog to learn more about what our team is working on!

What you’ll do as an Engineering Manager at Vanta:

• Lead and grow the App Primitives team, owning hiring, team health, delivery, and the development of senior engineers and technical leads

• Own the strategy and roadmap for Vanta’s shared product primitives: comments infrastructure, notifications platform, event log, feature flag system (Statsig), and task management

• Define and steward the interface model between App Primitives systems and product teams, ensuring product teams can build on top of shared infrastructure quickly and safely, without owning the underlying systems themselves

• Partner closely with product engineering leaders across Vanta to surface developer needs, identify friction in shared systems, and prioritize investments that unlock velocity at scale

• Set technical direction for a full-stack team working across data models, backend services, and UI primitives, and earn the trust of senior engineers through strong technical judgment

• Manage cross-team dependencies and stakeholder expectations across concurrent workstreams, operating with a high degree of autonomy

How to be successful in this role:

• 5+ years of engineering experience with 2+ years managing engineering teams, including a track record of developing senior engineers and technical leads

• Experience leading platform, shared services, or product infrastructure teams — where your team’s output is what other teams build on

• Technical fluency across the full stack, with enough depth in backend systems, shared data models, and API design to engage substantively with your team’s technical decisions

• Strong cross-functional collaborator: able to partner with product, design, and engineering leaders to define clear ownership boundaries and drive alignment across teams

• Track record of hiring senior engineers in a competitive market and building a team culture people want to be part of

• Experience managing multi-team dependencies and delivering across concurrent workstreams with limited oversight

• Uses AI in day-to-day work to amplify their skills and strengthen their outcomes, applying it across routine workflows, actively building fluency through experimentation, and exercising sound judgment to ensure AI-assisted work meets a high quality bar.

What you can expect as a Vanta’n in Canada:

• Industry-competitive salary and equity

• 100% covered medical, dental, and vision benefits with dependents coverage

• Pension contribution

• 16 weeks fully paid Parental Leave for all new parents

• Health & wellness stipend

• Remote workspace, internet, and cellphone stipend

• Flexible work hours and location

• 21 days of Vacation Time and 80 hours of Sick Leave

• 11 company-paid holidays

• Virtual team building activities, lunch and learns, and other company-wide events!

• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney

#LI-remote

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world’s leading Trust Management Platform, our vision remains unchanged.

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that’s real-time and transparent.

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.

Company Description

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

About the Role

Connect is one of the premier and fastest selling products at Sutherland, providing a full omni-channel, Contact Center as a Service solution for our clients. We are looking for an experienced Sr. Product Delivery Manager to join our growing team and drive the delivery of Connect products and services through the full development lifecycle.

The Product Owner sets product vision and roadmap direction. From that point the product is yours through delivery: shaping requirements into a solution that can actually be built, making the trade-off calls that decide what ships and what defers, driving the build, running QA and UAT, and getting the product released and ready to deploy. Client deployments are run by the project management organization, and you support them as the product authority. At times this team carries the deployment directly. This is not a coordination role. You are expected to apply product judgment on scope, design, and release readiness, and to carry the professional standing that earns you the respect of engineering, operations, and clients.

Real contact center expertise is essential. You will make product and delivery decisions daily on omni-channel routing, telephony, agent desktop, recording, reporting, and integration behavior. You need to know how a contact center runs well enough to recognize when a design will not hold up against real routing, peak volume, or a failover, and to make that case to engineering. Candidates must have delivered products or capabilities on a contact center platform.

You will join a team of Product Delivery Managers reporting to the Head of Product Delivery. Delivery work is shared across the team, so you will coordinate with your peers on dependencies, shared components, release trains, and release order, and help shape the standards the team works to. The role has no direct reports and depends on working effectively across architecture, engineering, QA, project management, implementation, and operations. This is a remote position based in the United States. The team works US business hours, primarily Eastern Time and extending to Pacific Time, and that must be your normal business day. This role cannot be worked as an offset shift from another region.

Key Responsibilities

Requirements Intake & Delivery Planning

• Take product direction and priorities from the Head of Product Delivery and shape them into a delivery plan, including where the approach has to change to hold up in a live contact center.
• Review requirements for clarity, completeness, testability, and feasibility. Take gaps, conflicts, and ambiguities back to the Head of Product Delivery and resolve them before work starts.
• Break requirements into epics, features, user stories, and acceptance criteria that development and QA can work from.
• Size and phase the work with engineering, set milestones and release targets, and identify dependencies, assumptions, and risks up front.
• Coordinate with peer Product Delivery Managers on cross-product dependencies, shared components, and release order.
• Separate client-specific configuration from core product capability, and flag anything that would change product direction for the Head of Product Delivery.
• Escalate scope, capacity, or timeline conflicts to the Head of Product Delivery with options and a recommendation.

Design & Build

• Own execution for your assigned products and features: scope, schedule, quality, and dependencies.
• Work with solution architects and engineering leads to turn approved requirements into functional and technical designs, and test those designs against real routing, agent workflow, telephony, recording, and reporting behavior.
• Act as product owner for the scrum team: maintain the backlog, clarify requirements, clear roadblocks, and accept completed work against the acceptance criteria.
• Maintain accurate delivery status and raise risks, issues, and blockers early with a recommended course of action.
• Make the scope calls inside a release: decide what ships and what defers based on defect risk, client impact, and production readiness.

QA, UAT & Release

• Set test scope, strategy, and entry and exit criteria with QA, and confirm coverage against the documented requirements and acceptance criteria.
• Run defect triage and prioritization, push fixes and retests, and track defect trends against the release date.
• Plan and lead user acceptance testing with internal and client stakeholders and obtain UAT sign-off.
• Own the product release plan with engineering and operations, including environment readiness, rollback, and go / no go criteria for putting the product into service.
• Give the Head of Product Delivery a go or no go recommendation supported by test results, open defects, and known risk.
• Support the project management organization on client deployments as the product authority, and lead the deployment directly when this team carries it.

Release & Deployment Support

• Produce the release package the deployment teams work from: release notes, configuration and technical documentation, runbooks, and internal readiness sessions.
• Hand the product to operations, support, and the project management organization with escalation paths, known issues, and supportability documentation.
• Act as the product escalation point once deployments are in the field: answer design and configuration questions, and own resolution of product defects found during rollout.
• Stay engaged through hypercare on the product side, working with operations and support until production issues and post-release fixes are closed.
• Turn production performance, defect trends, and delivery lessons into roadmap direction and bring it back to the Head of Product Delivery, and manage delivery of enhancements, maintenance releases, and version upgrades.

Qualifications

• 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 USA EST or CST working hours
• Hands-on delivery or configuration experience on at least one major contact center platform: Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex.
• Working knowledge of how contact center components fit together: ACD and routing, IVR and self-service, CTI and agent desktop, dialer and outbound, call recording, screen recording, quality management, workforce management, and reporting.
• Experience with contact center integrations: CRM and ticketing, screen pop, APIs and webhooks, SIP and carrier connectivity, and reporting feeds.
• Experience planning and executing production releases into live 24x7 customer-facing environments, including go-live, rollback, and go / no go decisions.
• Working knowledge of QA practice: test strategy, defect triage and prioritization, release criteria, and UAT.
• Experience with Agile, Scrum, or hybrid delivery, using Jira or Azure DevOps.
• Familiarity with the regulatory environment contact centers operate in, including PCI-DSS, TCPA, GDPR, HIPAA, and call recording consent.
• Prior experience reviewing and analyzing contact center solutions, and recommending design improvements and roadmap direction.
• Excellent written and verbal communication skills, including reporting to leadership and translating between business and technical audiences.
• Sound judgment under pressure: able to weigh incomplete information and make a defensible call rather than escalate every decision.
• Strong analytical skills and the discipline to track dependencies, defects, and commitments without losing sight of the release goal.
• Takes accountability for delivery outcomes and product quality.
• Effective in a fast-paced hybrid Agile environment with shifting priorities.
• Builds durable working relationships across engineering, QA, operations, and client teams.

Preferred Qualifications

• Delivery experience in a BPO or outsourced contact center environment, with multi-client and multi-site deployments.
• Experience delivering AI and automation into a contact center: virtual agents, conversational IVR, agent assist, speech and text analytics, or intelligent routing.
• Experience delivering CCaaS capabilities in a multi-tenant, cloud-native environment.
• Prior time inside contact center operations, such as a supervisor or workforce role, alongside technology delivery.
• Relevant certifications such as CSPO, CSM, SAFe, or PMP, or a platform-specific contact center certification.

Code and Theory is a digital-first creative and technology agency that builds products, platforms and experiences for global brands. We combine engineering, design, data and strategy to deliver transformative digital solutions at scale.

This role leads the architecture pillar of the Adobe practice. You will be the senior architectural authority across every Adobe engagement we run, and the person our architects look to for technical direction, career growth and advocacy. You will also be the technical face of Code and Theory everywhere including Adobe - in front of their field teams, in front of their clients, and in the rooms where solutions get shaped before anyone writes a line of code.

This is not a role for someone who has stopped architecting. It is a leadership role for a practicing architect who wants to build and lead a team of them.

WHAT YOU’LL DO

• Own architectural quality across every Adobe engagement in the practice - content, data, work management and everything that connects them
• Run architecture reviews that change outcomes rather than rubber-stamp them, and establish the cadence and standards that make them worth attending
• Set and maintain architecture standards, reference architectures, decision records and reusable patterns across the practice
• Act as the escalation point for the hardest design and integration problems, and step in personally when an engagement is architecturally off-track
• Build the accelerator and asset library that makes each engagement faster than the last - migration tooling, discovery frameworks, estimation models, solution blueprints
• Hire, grow and lead a distributed team of multi-solution architects spanning content, data and work management specialisms
• Own performance management and career development decisions for your team - genuinely own them, with the context to advocate properly for the work your team is doing
• Mentor architects across specializations other than your own, which means being credible enough to challenge a data architect on identity strategy and a content architect on Edge Delivery Services in the same week
• Establish how architects work across concurrent engagements without becoming spread too thin
• Build a culture where architects volunteer their boundaries, document their decisions, and are trusted to say no
• Lead technical solutioning on enterprise pursuits - architecture narrative, effort estimation, staffing shape, scope definition and the technical story in the room
• Partner with sales, client partners and Adobe alliance leads on deal strategy
• Translate business problems into scalable Adobe architectures, and translate technical complexity into value propositions executives can act on
• Build the estimation discipline that makes our commitments credible - and hold the practice to estimate-versus-actual accuracy
• Establish agentic engineering as how this team works, not as an experiment running alongside it
• Build agents, sub-agents and orchestrated workflows that accelerate discovery, solution documentation, estimation, code review and migration - and get architects using them
• Evaluate and adopt emerging AI capabilities across the Adobe stack and beyond, and set the guardrails that make AI output safe to put in front of a client
• Mentor architects on AI-native working, including the ones who are skeptical

WHAT YOU’LL NEED

• 20+ years in technology, including 5+ years leading architects or senior technical staff globally. (India, LATAM etc)

• Demonstrated ownership of performance reviews, career development and compensation decisions - not mentoring alone

• Experience in an agency, consultancy or systems integrator, carrying multiple concurrent clients

• Experience delivering across US, India and LATAM specifically

• Deep, hands-on architectural expertise in at least one of the following:

  • Content and experience - AEM Sites and Assets, AEMaaCS, Edge Delivery Services, Forms, EDS
  • Data and personalization - Adobe Experience Platform, Real-Time CDP, Customer Journey Analytics, Journey Optimizer, Analytics, Target
  • Work management and content supply chain - Workfront, Workfront Fusion, GenStudio, Firefly Services

• Working architectural knowledge across all three areas of architectural expertise, sufficient to review a design, challenge a decision, and hold a client conversation

• Experience with enterprise integration architecture (CRM, commerce, search, identity and SSO, analytics, data platforms)

• Experience with modern architecture patterns (API-first, composable, headless versus hybrid, cloud-native, event-driven)

• Still close enough to the work to earn respect from architects and engineers, not as the primary implementer, but the ability to read the code, diagnose the problem and defend the decision

• Proven experience leading complex projects that include Data migration, customer journeys, CSC, legacy CMS to AEM, on-premise to AEMaaCS, and into Edge Delivery Services

• Hands-on daily use of AI engineering tools like Claude, Cursor, or equivalent

• Demonstrated experience building agents, sub-agents or orchestrated workflows, not only consuming AI tooling

• Track record of establishing AI-assisted practice across a team, including bringing skeptics along

• Judgment about where AI output needs a human in the loop, and the guardrails to enforce it

• Pre-sales ownership including estimation, staffing models, scope definition, pricing input and presenting in the room

• Executive stakeholder management, including the ability to hold a boardroom conversation and an architecture review in the same day

• An understanding of utilization, margin and why an inaccurate estimate is an architectural failure as much as a commercial one

• Experience with enterprise clients across US, EU and APAC

• Own the technical relationship with Adobe’s field, product and partner organizations

• Represent us in Adobe’s partner ecosystem: beta programs, Experience League, user groups, Summit, and the conversations that earn early access

• Bring Adobe’s roadmap back into the practice, and our field learning back to Adobe

• Experience with commercial negotiations and contract development

• Experience leading distributed teams across time zones, with genuine working relationships in offshore delivery centers rather than nominal ones

• Comfort operating in a practice that is being built rather than one that is already running

• Willingness to travel for client engagements, Adobe events and time with delivery teams

ABOUT US

Born in 2001, Code and Theory is a digital-first creative agency that sits at the center of creativity and technology. We pride ourselves on not only solving consumer and business problems, but also helping to establish new capabilities for our clients. With a global client roster of Fortune 100s and start-ups alike, we crave the hardest problems to solve. We have teams distributed across North America, South America, Europe, and Asia. The Code and Theory global network of agencies is growing and includes Kettle, Instrument, Left Field Labs, Create Group, Current, and TrueLogic.

Striving never to be pigeonholed, we work across every major category: from tech to CPG, financial services to travel & hospitality, government and education to media and publishing. We value the collaboration with our client partners, including but not limited to Adidas, Amazon, Con Edison, Diageo, EY, J.P. Morgan Chase, Lenovo, Marriott, Mars, Microsoft, Thomson Reuters, and TikTok.

The Code and Theory network is comprised of nearly 2,000 people with 50% engineers and 50% creative talent. We’re always on the lookout for smart, driven, and forward-thinking people to join our team.

The compensation range for this role is $225,000 - $300,000 and spans multiple levels. We’re open to hiring at the level that best matches the right candidate’s experience. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, budget, and location.

Company Description

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

About the Role

Connect is one of the premier and fastest selling products at Sutherland, providing a full omni-channel, Contact Center as a Service solution for our clients. We are looking for an experienced Sr. Product Delivery Manager to join our growing team and drive the delivery of Connect products and services through the full development lifecycle.

The Product Owner sets product vision and roadmap direction. From that point the product is yours through delivery: shaping requirements into a solution that can actually be built, making the trade-off calls that decide what ships and what defers, driving the build, running QA and UAT, and getting the product released and ready to deploy. Client deployments are run by the project management organization, and you support them as the product authority. At times this team carries the deployment directly. This is not a coordination role. You are expected to apply product judgment on scope, design, and release readiness, and to carry the professional standing that earns you the respect of engineering, operations, and clients.

Real contact center expertise is essential. You will make product and delivery decisions daily on omni-channel routing, telephony, agent desktop, recording, reporting, and integration behavior. You need to know how a contact center runs well enough to recognize when a design will not hold up against real routing, peak volume, or a failover, and to make that case to engineering. Candidates must have delivered products or capabilities on a contact center platform.

You will join a team of Product Delivery Managers reporting to the Head of Product Delivery. Delivery work is shared across the team, so you will coordinate with your peers on dependencies, shared components, release trains, and release order, and help shape the standards the team works to. The role has no direct reports and depends on working effectively across architecture, engineering, QA, project management, implementation, and operations. This is a remote position based in the United States. The team works US business hours, primarily Eastern Time and extending to Pacific Time, and that must be your normal business day. This role cannot be worked as an offset shift from another region.

Key Responsibilities

Requirements Intake & Delivery Planning

• Take product direction and priorities from the Head of Product Delivery and shape them into a delivery plan, including where the approach has to change to hold up in a live contact center.
• Review requirements for clarity, completeness, testability, and feasibility. Take gaps, conflicts, and ambiguities back to the Head of Product Delivery and resolve them before work starts.
• Break requirements into epics, features, user stories, and acceptance criteria that development and QA can work from.
• Size and phase the work with engineering, set milestones and release targets, and identify dependencies, assumptions, and risks up front.
• Coordinate with peer Product Delivery Managers on cross-product dependencies, shared components, and release order.
• Separate client-specific configuration from core product capability, and flag anything that would change product direction for the Head of Product Delivery.
• Escalate scope, capacity, or timeline conflicts to the Head of Product Delivery with options and a recommendation.

Design & Build

• Own execution for your assigned products and features: scope, schedule, quality, and dependencies.
• Work with solution architects and engineering leads to turn approved requirements into functional and technical designs, and test those designs against real routing, agent workflow, telephony, recording, and reporting behavior.
• Act as product owner for the scrum team: maintain the backlog, clarify requirements, clear roadblocks, and accept completed work against the acceptance criteria.
• Maintain accurate delivery status and raise risks, issues, and blockers early with a recommended course of action.
• Make the scope calls inside a release: decide what ships and what defers based on defect risk, client impact, and production readiness.

QA, UAT & Release

• Set test scope, strategy, and entry and exit criteria with QA, and confirm coverage against the documented requirements and acceptance criteria.
• Run defect triage and prioritization, push fixes and retests, and track defect trends against the release date.
• Plan and lead user acceptance testing with internal and client stakeholders and obtain UAT sign-off.
• Own the product release plan with engineering and operations, including environment readiness, rollback, and go / no go criteria for putting the product into service.
• Give the Head of Product Delivery a go or no go recommendation supported by test results, open defects, and known risk.
• Support the project management organization on client deployments as the product authority, and lead the deployment directly when this team carries it.

Release & Deployment Support

• Produce the release package the deployment teams work from: release notes, configuration and technical documentation, runbooks, and internal readiness sessions.
• Hand the product to operations, support, and the project management organization with escalation paths, known issues, and supportability documentation.
• Act as the product escalation point once deployments are in the field: answer design and configuration questions, and own resolution of product defects found during rollout.
• Stay engaged through hypercare on the product side, working with operations and support until production issues and post-release fixes are closed.
• Turn production performance, defect trends, and delivery lessons into roadmap direction and bring it back to the Head of Product Delivery, and manage delivery of enhancements, maintenance releases, and version upgrades.

Qualifications

• 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 USA EST or CST working hours
• Hands-on delivery or configuration experience on at least one major contact center platform: Genesys, NICE, Cisco, Avaya, Five9, Amazon Connect, or Twilio Flex.
• Working knowledge of how contact center components fit together: ACD and routing, IVR and self-service, CTI and agent desktop, dialer and outbound, call recording, screen recording, quality management, workforce management, and reporting.
• Experience with contact center integrations: CRM and ticketing, screen pop, APIs and webhooks, SIP and carrier connectivity, and reporting feeds.
• Experience planning and executing production releases into live 24x7 customer-facing environments, including go-live, rollback, and go / no go decisions.
• Working knowledge of QA practice: test strategy, defect triage and prioritization, release criteria, and UAT.
• Experience with Agile, Scrum, or hybrid delivery, using Jira or Azure DevOps.
• Familiarity with the regulatory environment contact centers operate in, including PCI-DSS, TCPA, GDPR, HIPAA, and call recording consent.
• Prior experience reviewing and analyzing contact center solutions, and recommending design improvements and roadmap direction.
• Excellent written and verbal communication skills, including reporting to leadership and translating between business and technical audiences.
• Sound judgment under pressure: able to weigh incomplete information and make a defensible call rather than escalate every decision.
• Strong analytical skills and the discipline to track dependencies, defects, and commitments without losing sight of the release goal.
• Takes accountability for delivery outcomes and product quality.
• Effective in a fast-paced hybrid Agile environment with shifting priorities.
• Builds durable working relationships across engineering, QA, operations, and client teams.

Preferred Qualifications

• Delivery experience in a BPO or outsourced contact center environment, with multi-client and multi-site deployments.
• Experience delivering AI and automation into a contact center: virtual agents, conversational IVR, agent assist, speech and text analytics, or intelligent routing.
• Experience delivering CCaaS capabilities in a multi-tenant, cloud-native environment.
• Prior time inside contact center operations, such as a supervisor or workforce role, alongside technology delivery.
• Relevant certifications such as CSPO, CSM, SAFe, or PMP, or a platform-specific contact center certification.

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About BJAKThe original mission of BJAK is we believe people deserve smarter ways to plan, save and grow their money.

About KIRAOur mission is to make money smart, reliable and within reach for everyone.

Headquarters: Anguilla
URL: http://sparixglobal.com

Job Title - MSD 365 Customer Relationship Management (CRM) Lead
Experience Required - 10+ Years
Timezone - EST (Approx 6:30 PM IST to start, 8 hours a day)
Work Mode: Remote

Description of Duties

• Study and understand the PTC's current, plus desired, Microsoft CE application, configurations, and technologies.
• Coordinate changes and designs to the CBOS and UBOS, plus the PTC's other technologies, ensuring they meet PTC's needs and follow standards and policies.
• Architect and build a roadmap for delivery.
• Assign work and manage and mentor a team of CRM and full stack developers.
• Ensure successful delivery for the CRM, portal, and web app as part of the UBOS project.
• Advise PTC leadership on current trends in Microsoft CE applications and functionalities.
• Act as a subject matter expert and represent the PTC in meetings and reports with stakeholders.
• Raise concerns and potential issues to PTC leadership with sufficient detail for decision-making.
• Architect, and Develop Microsoft CE customizations and configurations to meet PTC's functionality needs.
• Support integrations with middleware, ERP systems, payment gateways, phone systems, etc., which are part of the UBOS ecosystem.
• Act as an expert for Data Migration to Microsoft CRM.
• Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.
• Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish the tasks and duties assigned.
• Adhere to and follow all PTC standards, policies, and procedures.
• Utilize various software and/or technology tools to perform job duties.
• Perform tasks and other duties as related to this position and role and assigned by the PTC.

Minimum Experience

• 10 years of Microsoft CE application software systems implementation experience.
• 10 years of experience developing CRM applications using .Net, JavaScript, Python, React, SSIS, Reporting Services.
• 5 years as a Microsoft certified FastTrack solution architect for business applications.
• 2 years of experience leveraging Azure AI services and Machine Learning for developing Microsoft D365 CE business applications.
• Delivered 2 projects as a certified FastTrack project for Business Applications.
• Delivered 1 successful implementations leveraging AI technologies to enhance customer service operations, including Development and implementation of AI-driven chatbots and virtual assistants, Leveraging Copilot and Azure AI for Microsoft Dynamics CRM solution deployment.
• Hands-on experience with Dynamics Contact Center solution deployment, including ability to manage and optimize communication processes, improving efficiency and customer satisfaction.
• Conducted training sessions on AI tools and Dynamics Contact Center features, ensuring team members are proficient and up-to-date with the latest technologies.
• Proven implementation experience in Data Migration to Microsoft CRM from other non-COTs account management systems.
• Proven implementation experience in developing integrations with ERP systems and data repositories.
• Implemented high-volume contact center applications, including CRM, Portal, and Mobile Apps for customer service, Natural Language Interactive Voice Response (IVR), ChatBOT functions enabled.
• Strong understanding of Human Centered Design Approach for product development
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint.
• Proficient in the Microsoft ADO Testing Module.
• Equivalent combination of education and/or experience may be accepted.

Required Skillset

• The ideal candidate will be a certified Microsoft Power Platform or Customer Engagement Fast Track Solution Architect.
• Must have at least 10 years of expertise in Microsoft CE application development as a lead developer and/or architect.
• Strong proven technical experience in developing and deploying multiple cutting-edge technology solutions using D365 CE and Power Platform and leveraging AI and Machine Learning to build business applications to streamline customer experience.
• Integration experience in an event driven de-coupled architecture, with SAP ERP for pricing, billing, and financial integrations, with payment gateways for real-time payment processing, including digital wallets and peer-to-peer payment methods, with social media, Natural Language IVR, ChatBOT, and contact center systems in an omnichannel environment.

Desired Skillset

• Additional beneficial skills include:
  • Enterprise Business Solutions, specifically SAP projects.
  • ITIL / ITSM practices and methodologies.

Certifications / Education

• Bachelor's degree in business management or information systems. Equivalent combination of education and/or experience may be accepted.
• Microsoft MVP for the award category of Business Applications and the technology area of Customer Experience, and/or Power Apps, and/or Copilot Studio.
• 5+ years as a Microsoft-certified solution architect for business applications.
• Azure AI Fundamentals certification or similar AI or Machine Learning certifications.
• Microsoft Dynamics-related certifications.
• Equivalent combination of education and/or experience may be accepted.

While sharing the profile of your resource, share the updated LinkedIn ID's of candidates aligned with the CV and the skill matrix table mentioned below, too

Technology / Skill Area

Candidate Experience (Years)

Self Rating (Out of 10)

1

Overall Years of Experience

2

Relevant Experience

3

Microsoft Dynamics 365 CE / Microsoft CE

/10

4

D365 CE Application Development / Architecture

/10

5

Microsoft Power Platform

/10

6

FastTrack Solution Architect – Business Applications

/10

7

.NET Development

/10

8

JavaScript

/10

9

Python

/10

10

React

/10

11

SSIS

/10

12

SSRS / Reporting Services

/10

13

Azure AI Services / Machine Learning

/10

14

Copilot / AI-driven Chatbots / Virtual Assistants

/10

15

Dynamics 365 Contact Centre

/10

16

Data Migration to Microsoft CRM

/10

17

ERP Integration / SAP ERP

/10

To apply: https://weworkremotely.com/remote-jobs/sparix-global-msd-365-customer-relationship-management-crm-lead

About BJAKThe original mission of BJAK is we believe people deserve smarter ways to plan, save and grow their money.

About KIRAOur mission is to make money smart, reliable and within reach for everyone.

About BJAKThe original mission of BJAK is we believe people deserve smarter ways to plan, save and grow their money.

About KIRAOur mission is to make money smart, reliable and within reach for everyone.