Product Manager-— Workspace
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
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 front-of-house everything the human agent and their supervisor touch: theAgent 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 supervisorand admin console scorecard configuration routing live monitoring QA review queues coaching workflows and dashboards. The bar:giveone 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; aprompt agentsdonttrust 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 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.
What You Will Bring:
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 WorkspaceProduct Managerspecifically needs:
Shipped complex high-density operator or agent-facing tooling contact center trading ops consoles dev tools or clinical/EHR. Anywhere power users live inside a screen all day.
Real-time or streaming UX experience: surfacing live signals without overwhelming the recipient.
Deep design partnership. You think in flows and states care about every word and pixel and can hold your own in a design critique.
Fluent in accessibility keyboard-first workflows and enterprise UX patterns for information-dense screens.
Treats RBAC andpermissioningas a first-class UX problem not an afterthoughtbolted onat the end.
The bar:
Youll work 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. Were assembling the best product team in CX.
Show your work:in the final round bring a teardown of an existing agent or supervisorproductsUX where the flow wins the demo where it loses the deal and howyoudrebuild one screen.
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
