Release Manager

Why NeuraFlash, Part of Accenture:

At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, AWS, and Salesforce innovation, we craft intelligent solutions-integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more-to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we've earned the distinction of being Salesforce's #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you'll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you're ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you.

The Release Manager owns the end-to-end planning, governance, and execution of production releases across a complex, multi-team, multi-vendor utility enterprise environment. This role coordinates Product, Engineering, QA, DevOps, Architecture, Cyber Security, Privacy, AMS/Operations, Service Desk, and Change Management (CAB) to ensure each release meets documented readiness gates, is compliant with required controls, and transitions smoothly into supported operations with structured hypercare and handoff.

Key Responsibilities

Release planning and governance

1. Build and manage an integrated release calendar across products and environments (e.g., Chat bi-monthly; Voice/Telephony scheduled windows).
2. Define and drive readiness gates (intake → architecture/security/ops readiness → CAB → Go/No-Go).
3. Maintain standardized templates and a release evidence repository (Confluence/SharePoint).
4. Documentation, approvals, and audit evidence

Ensure required artifacts are created, complete, approved, and version-controlled, including:

• • RACI
  • FMEA
  • BUCLE (or equivalent risk/control assessments)
  • Cutover plans (pre/deploy/post)
  • Release notes and customer impact communications
  • Knowledge Articles, runbooks, escalation paths

• Collect and track approvals from required governance bodies (Cyber, Privacy, ARB, CAB, AMS).

Cutover and deployment execution

• Facilitate cutover plan authoring, peer reviews, and rehearsal where appropriate.
• Run Go/No-Go readiness meetings and deployment bridges/war rooms.
• Ensure post-deployment validation is executed and results documented.
• Ensure rollback plans exist, are executable, and have clear triggers/owners.

ITSM / Change management

• Create/coordinate change requests for production deployments in the ITSM tool.
• Prepare CAB submissions, ensure required evidence is attached, and secure approvals.
• Ensure service documentation and (where applicable) CMDB/service records are updated.

Operational readiness and support enablement

• Confirm monitoring, alerting, dashboards, and logging meet operational needs.
• Ensure on-call, escalation, and incident response paths are established and tested.
• Ensure Service Desk enablement: scripts, knowledge articles, and routing are ready.
• Validate access readiness for support and incident response across environments.

Hypercare, incident triage, and transition to BAU

• Plan and manage hypercare, including triage cadence and reporting.
• Coordinate priority incident/ticket triage meetings and drive resolution ownership.
• Produce stakeholder reports on release health, incidents, trends, and follow-ups.
• Lead release retrospectives and ensure action items are owned and completed.
• Drive final handoff to AMS/support with clear acceptance criteria.

Required Qualifications

• 10+ years of experience in release management, change management, IT operations, incident/program delivery, or technical delivery leadership in an Enterprise Delivery.
• Strong working knowledge of ITSM change governance (CAB), incident/problem processes, and operational readiness practices.
• Demonstrated experience coordinating cross-functional enterprise releases involving multiple teams and vendors.
• Proven ability to manage detailed cutover plans, readiness gates, risks/waivers, and evidence trails.
• Excellent facilitation and communication skills (Go/No-Go, war rooms, stakeholder reporting).
• Ability to understand technical architectures and ask the right questions about monitoring, rollback, dependencies, and risk.

Preferred Qualifications

• Experience in regulated industries (utilities, financial services, healthcare) with audit and compliance expectations.
• Experience with contact center / telephony / digital customer platforms and vendor integrations.
• Expertise with cloud operations, CI/CD, environment management, and observability practices.
• Experience coordinating security/privacy reviews and approval evidence for production changes.

Core Deliverables / "What good looks like"

• A complete Production Readiness package per release with all links, approvals, and evidence.
• A clear readiness scorecard with documented risks/waivers and mitigation plans.
• Successful release execution with validated monitoring, rollback readiness, and support enablement.
• Structured hypercare with measurable incident/ticket traction and clean BAU handoff.
• No "unknown owner" tasks: clear RACI and documented decision log for Go/No-Go.

Equal Employment Opportunity Statement

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What's it like to be a part of NeuraFlash, Part of Accenture?

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we're focused on keeping everyone connected and unified as one team.
• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn't possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
• Collaboration: You have a voice here! If you work with a team of smart people like we do, it's a no-brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
• Celebrate Often: We take our work seriously, but we don't take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don't forget to slow down and celebrate the big things and the small things together.