CX Solutions Design Manager

Job Summary

This role is responsible for managing the technical delivery of product features, coordinating development and QA teams, and ensuring alignment with design and security standards.

Responsibilities

• Manage the technical implementation of product features from backlog through release.
• Translate high-level requirements into detailed user stories and specifications.
• Coordinate sprint planning, backlog grooming, and delivery cycles with development and QA teams.
• Collaborate with Development Teams to validate technical feasibility and system design.
• Ensure compliance with architectural standards, modular design principles, and security practices.
• Supervise QA test planning, automation approaches, and regression testing.
• Handle release readiness, version control, packaging, and internal approvals.
• Coordinate with Development and IT teams on staging environments and deployment activities.
• Serve as escalation point for technical defects, prioritize hotfixes, and conduct root cause analysis.
• Maintain release documentation, known issue logs, and developer notes.
• Work with BSM on impact analysis for bugs and change requests.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or equivalent.
• 7+ years of experience in software delivery, technical product ownership, or engineering leadership.
• Strong knowledge of product lifecycle, agile delivery, and SaaS or on-premises architecture.
• Experience with customer experience solutions such as contact center, WFO, or speech analytics is a strong advantage.
• Excellent analytical, coordination, and documentation skills.

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