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:
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.
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.
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:
What every PM here owns:
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.
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.
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 and permissioning as a first-class UX problem, not an afterthought bolted on at the end.
What the Workspace Product Manager specifically needs:
The bar:
You’ll 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. We’re assembling the best product team in CX.
Show your work: in the final round, bring a teardown of an existing agent or supervisor product’s UX — where the flow wins the demo, where it loses the deal, and how you’d rebuild one screen.
If you belong in this room — bring the teardown — reach out.
Skills Required
- 7+ years of product experience in B2B SaaS
- Contact-center, CCaaS, or developer-platform experience
- Ability to write crisp one-page specs that engineers can build from
- Technical fluency to reason about events, plugins, and latency budgets
- Proven experience shipping to enterprise customers on a fast cadence
- Strong market and competitive knowledge with a clear point of view
- Business fluency: frame decisions in ARR, attach, retention, and margin; pricing and packaging as product
- Experience shipping complex, high-density operator or agent-facing tooling (contact center consoles, trading/ops consoles, dev tools, EHR)
- Real-time or streaming UX experience for surfacing live signals
- Deep design partnership and ability to drive design critiques; think in flows and states
- Fluency in accessibility, keyboard-first workflows, and enterprise UX patterns for information-dense screens
- Treat RBAC and permissioning as a first-class UX problem
- Bring a competitor teardown or packaging proposal to final round (show your work)
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
