Product Manager — Services

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. TTEC Digital seeks a **Product Manager**- **Services t**o join our team. This role is a full-time and fully remote opportunity! We’re looking for a **Product Manager** who ships with enough craft and intent that the work stands apart in a category where everyone launches at the same height. Builds with excellence, moves fast, and doesn’t treat the two as a tradeoff. **The work:** We’re an innovation group inside TTEC (NASDAQ: TTEC), building the next generation of AI CX tools — automated QA, conversational analytics, knowledge assist, and agentic automation — for the world’s biggest brands and the millions of customers they serve. We move like an early-stage startup, backed by the scale, distribution, and enterprise client base of a company that’s been obsessed with customer experience since 1982. This is the rare seat where getting in early actually matters at scale. TTEC is a public company at an AI inflection point. Ship the right products into thousands of live enterprise deployments and you don’t just move a metric — you move the trajectory of the company and the value of the stock. The leverage is real, and the work compounds. **The role:** You’re one of two PMs reporting to the VP, Product Management. You own the platform behind the product — the AI services, Desktop Intercept, and Integrations that power every surface an agent or supervisor sees. Your counterpart, PM – Workspace, owns the Agent UI, Control UI, and Active Listening UX on top of what you build. You partner constantly; you own different halves of the same product. ### What You Will Do: **AI Services** The backend capabilities powering QA, conversational analytics, knowledge assist, and agentic automation — transcription, scoring, retrieval, and the action layer — exposed as clean APIs the rest of the platform and our customers build on. Eval, guardrails, latency, and cost-per-interaction are your daily currency. **Desktop Intercept** The client that captures what happens on the agent’s desktop and telephony stack — events, screen, and interaction signal — and feeds the AI in real time. A systems-level product: OS integration, performance footprint, reliability, and PII redaction/privacy by design. **Integrations** The connector surface into CCaaS (NICE, Genesys, Five9, Talkdesk), CRMs and helpdesks (Salesforce, Zendesk), telephony/CTI, and data warehouses — plus the auth, SSO, webhooks, and partner relationships behind them. Integrations are how deals close, and how they churn. **Day to day, that means:** - Own the AI services API contract, the Desktop Intercept client, and the integration roadmap end to end. - Set latency and cost budgets per service — and hold the org to them. - Own eval and guardrails as product: define what “good” and “safe” mean for each AI service and how it’s measured before and after ship. - Prioritize the integration roadmap by revenue impact — which connector unlocks which deals. - Treat reliability, privacy, and PII handling as features, not compliance chores. **What every PM here owns:** - A capability area’s backlog and specs. - Acceptance criteria and customer-pilot targets. - The customer voice in every spec review. - Billing-meter and RBAC scoping per feature. And every PM writes the one-page specs that gate every build. **The instincts we screen for:** Your itch for taste and craft is as strong as your comfort building with AI. You care about every word on a screen; you think about information hierarchy and user psychology before visual design; and you think natively about what AI makes possible that wasn’t possible before — not chat wrappers, but agents that take real actions and resolve real problems. These two instincts rarely live in the same person. ### What You Will Bring: - 7+ years of product in B2B SaaS; contact-center, CCaaS, or developer-platform experience strongly preferred. - Writes crisp one-page specs that an engineer can build from without a meeting. - Technical enough to reason about events, plugins, and latency budgets — you don’t need a translator. - Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it.