Product Manager — Services

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 to 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:

• 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.
• 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.

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.
• Reads the market. Knows the competition cold — who’s winning, why, and where they’re exposed — 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 as product.
• 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 a competitor teardown or packaging proposal to the final round.
• Platform, API, or developer-tools PM experience — you’ve shipped 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 production and 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.

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.

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