Release Manager

R&D / Engineering Pune, India


Description

Primary Purpose

​The Release Manager is a key member of the Release Management team at NICE inContact.  This position fills the pivotal role of driving and coordinating all software release activities to bring NICE inContact's industry-leading, customer interaction management platform to market. ​

Financial Responsibility

Release Managers are responsible for delivering successful software releases to the NICE inContact platform while enforcing release framework and governance. Having a deep understanding and ability to manage all change activities from planning to deployment will be keys to success. 

The Release Manager will partner closely with Product Owners, engineering teams, internal stakeholders, and technology partners to continually improve software release processes while driving automation to deliver high-quality releases that meet NICE inContact's 99.99% uptime SLA. ​​

Major Functions/Responsibility

1.       Work collaboratively across all teams within the NICE, NICE inContact and their subsidiaries’ offices in Israel, US, and Bolivia to drive the end-to-end deployment process for releases. This includes project planning, managing schedules, milestones, and coordinating activities to deliver software releases.

 

  1. Ensure on-time and effective delivery of high-quality, enterprise SaaS releases.
  2. Collaborate with Product Operations to manage release readiness and success criteria based on business requirements.
  3. Lead cross-functional teams to support releases of varying size & complexity.  Cross-functional teams encompass: R&D Engineering, Quality Assurance, Product Management, Marketing, Documentation, Training, Operations, and Support & Service Delivery.
  4. As the head of the Release Team, the Release Manager provides technical support to software developers and business unit personnel in executing and managing test and deployment processes and establishes the environments used to conduct testing of the final deliverables. 
  5. Lead release and deployment activities to ensure projects are successfully delivered to production.  This includes some night and weekend support.
  6. Collaborate with Product Operations to facilitate early customer access programs (aka Beta).
  7. Implement release management best practices consistent with an agile development and release methodology.
  8. Manage R&D change control processes.
  9. Facilitate ITIL Problem and Change Management processes to guide the completion of root cause analysis to ensure issues do not recur and improve processes accordingly.
  10. Provide oversight for deployment of releases into production environments.
  11. Communicate plans, milestones, and status, and escalate issues as required.
  12. Always follow the company Code of Ethics and NICE inContact policies and procedures.
  13. Communicate in an effective and professional way with customers in and outside of NICE inContact.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. ​​

Required Education, Experience, and Specific Job-Related Skills

Education Requirement:

​Bachelor's degree in Information Systems, Computer Science or related field or equivalent work experience required. ​​

Experience Requirement:

  • ​4+ years of experience holding a key role in the software development lifecycle including managing multiple concurrent software releases.
  • 1+ years of Project or Release Management experience
  • Knowledge of software applications, systems implementations, and full understanding of systems development life cycle processes.
  • Experience working with end-users, and internal cross teams to prioritize and scope scheduled releases with completion dates for each phase.
  • Experience working in a large, standards-based corporate environment where the ability to work to tight deadlines and under pressure is important.
  • Proven ability to receive, interpret and communicate information to all levels of the organization.
  • Analytical with keen attention to detail is a must.
  • Exceptional communication, collaboration, and facilitation skills. 
  • Solid understanding of testing and quality assurance (ability to conduct critical review of releases, provide guidance, and act where necessary).
  • Demonstrated knowledge of various technologies such as applications, databases, networking, telecommunications, and connectivity. ​

Experience Preferred:

·       Experience in Configuration Management, Continuous Integration/Continuous Deployment is desirable.

·       Prior technical and application development or testing experience is desirable.

 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.