Product Manager — Services

TTEC Digital; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

TTEC Digital seeks a Product Manager to own the AI services platform, Desktop Intercept, and integrations that power every surface an agent or supervisor sees. You’ll partner with PM – Workspace and report to the VP, Product Management, sharing ownership of a two-PM product in a fast-moving, enterprise-focused environment.

You’ll drive backend capabilities, latency budgets, and pricing considerations, shaping AI-powered CX tools for global brands while maintaining startup-like velocity within a

Qualifications

• Own platform behind AI services, Desktop Intercept, and integrations.
• Define useful metrics and guardrails for AI services before and after ship.
• Prioritize integration roadmap by revenue impact and deals.
• Own backlog, specs, and customer voice in every review.
• Billing-meter and RBAC scoping per feature.

Responsibilities

• Own AI services API contract and integration roadmap end-to-end.
• Set latency and cost budgets per service and enforce them.
• Define acceptance criteria and customer-pilot targets.
• Lead competition analyses and provide teardown as needed.
• Ensure privacy and PII handling are designed into features.

Skills

Product management

B2B SaaS

Specs writing

API reasoning

Latency budgeting

Enterprise shipping

Market awareness

ARR pricing

Competitive teardown

Clear communication

Tools

APIs

Dev tools

Job description

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’rean 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 companythat’sbeen obsessed with customer experience since 1982.

This is the rare seatwheregetting in early actually matters at scale. TTEC is a public company at an AI inflection point. Ship the right products into thousands of live enterprisedeploymentsand youdon’tjust 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’reone of two PMs reporting to the VP, Product Management. You own the platform behind the product — theAI services, Desktop Intercept, and Integrationsthat 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:

AIServices

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 connectorsurfaceintoCCaaS(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 theorgto them.

• Own eval and guardrails as product: define what “good” and “safe” mean for each AI service and howit’smeasured before and after ship.

• Prioritize the integration roadmap by revenue impact — which connector unlocks which deals.

• Treat reliability, privacy, and PII handling as features, notcompliancechores.

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+ yearsof product in B2B SaaS; contact-center,CCaaS, or developer-platformexperiencestrongly preferred.

• Writes crisp one-page specs that an engineer can build from without a meeting.

• Technical enough to reasonaboutevents, plugins, and latency budgets — youdon’tneed a translator.

• Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it.

• Reads the market. Knows the competition cold —who’swinning, why, and wherethey’reexposed — and has a point of view.

• Business-fluent. Frames decisions in ARR, attach, retention, and margin. Can sell a bet to a CRO, not just to engineering.Treats pricing and packaging asproduct.

• Has taste. Can tell within 30 seconds of a demo whether a flow will wow a buyer or lose the deal.

• Shows their work. Brings acompetitorteardown or packaging proposal to the final round.

What the ServicesPM role specifically needs:

• Platform, API, or developer-tools PM experience—you’veshipped something other engineers or partners build on topof.

• Reasons fluently about events, plugins, latency budgets, and failure modes. You debug the trace, not just read the summary.

• Has owned LLM-backed services in productionand understands eval, guardrails, and non-determinism first-hand — not from a blog post.

• Integration and partner-ecosystem experience:CCaaS, CRM, telephony, or data-warehouse connectors, with the auth / SSO / webhook plumbing that comes with them.

• Comfortable with the privacy and PII-redaction demands of capturing real customer conversations at scale.

• Bonus: exposure to desktop or native-client capture, CTI, or contact-center telephony.

The bar:

You’llwork directly with a team that holds each other to a high bar across everything we produce: product thinking, growth, copy, demos, user research, and monetization. The environment is intense and the learning curve is steep.We’reassembling the best product team in CX.

Show your work:in the final round, bring a teardown of a competitor’s API or integration surface — or their eval and guardrail approach — whereit’sstrong, whereit’sexposed, and the one betyou’dmake.

$0 - $1 a year