Product Manager — Services
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Job Summary
Were 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 doesnt treat the two as a tradeoff.
The work:
Werean 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 worlds 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 companythatsbeen 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 youdontjust 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:
Youreone 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.
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 agents 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 Five9Talkdesk) 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 howitsmeasured 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 areas 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 wasnt possible before not chat wrappers but agents that take real actions and resolve real problems. These two instincts rarely live in the same person.
7 yearsof product in B2B SaaS; contact-centerCCaaS 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 youdontneed 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 whoswinning why and wheretheyreexposed 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 experienceyouveshipped something other engineers or partners build on top of.
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:
Youllwork 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 the best product team in CX.
Show your work:in the final round bring a teardown of a competitors API or integration surface or their eval and guardrail approach whereitsstrong whereitsexposed and the one betyoudmake.
If you belonginthis room bring the teardown reach out.
Required Experience:
IC
About Company
We believe that humanity and technology should âco-exist, and that at the nexus of the âmost powerful experiences, humanity and technology collide. At TTEC Digital, we combine the expertise, innovation, partnerships, and passion of three industry-leading customer experience com ... View more
