Product Manager-— Workspace

Job description

TTEC Digital seeks a **Product Manager**- **Workspace 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 front-of-house — everything the human agent and their supervisor touch: the Agent UI, the Control UI, and the Active Listening UX. Your counterpart, PM – Services, owns the AI services, Desktop Intercept, and Integrations that sit behind your surfaces. You partner constantly; you own different halves of the same product. ### What You Will Do: **Agent UI** The primary workspace where human agents handle live interactions — customer context, history, knowledge-assist, next-best-action, and wrap-up. The bar: cut handle time and cognitive load without hiding the moments that decide the interaction. High-density, real-time, keyboard-first. **Control UI** The supervisor and admin console — scorecard configuration, routing, live monitoring, QA review queues, coaching workflows, and dashboards. The bar: give one supervisor real leverage over hundreds of agents and 100% of interactions. **Active Listening UX** The real-time, in-call experience — live transcription, sentiment, compliance flags, and prompts surfaced mid-conversation. The bar: perceived latency and interruption cost. A prompt three seconds late is a prompt that never fired; a prompt agents don’t trust is worse than none. **Day to day, that means:** - Own the end-to-end agent and supervisor experience across live and post-interaction surfaces. - Set the standard for information hierarchy, interaction ergonomics, and real-time UX in dense operator tooling. - Partner with design to prototype and pressure-test flows before a line of production code ships. - Define perceived latency and interruption budgets for each real-time assist surface. - Measure success in AHT, agent adoption, CSAT, and the acceptance rate of the suggestions you surface. **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.