Product Manager - Services

About the Role

TTEC Digital is hiring a full-time remote Product Manager to lead the development of AI-driven customer experience (CX) tools. This position focuses on creating advanced AI services, Desktop Intercept capabilities, and integrations that support agent and supervisor platforms used by leading global brands.

Key Responsibilities

• Oversee the backend AI services that underpin features like automated quality assurance, conversational analytics, knowledge assistance, and agent-driven automation, ensuring clean API exposure and maintaining benchmarks for evaluation, safety, latency, and cost per interaction.
• Lead development of the Desktop Intercept client responsible for capturing agent desktop activities and telephony signals in real time, emphasizing OS integration, performance efficiency, dependable operation, and built-in privacy and PII redaction.
• Manage integration roadmaps connecting various customer contact and CRM platforms, telephony systems, and data warehouses, including authentication, single sign-on, webhooks, and partner collaborations, prioritizing them according to revenue impact and deal closures.
• Take full ownership of service-level backlogs, specifications, acceptance criteria, customer pilot objectives, and feature scope related to billing meters and role-based access controls.

Candidate Profile

• Minimum seven years of experience in B2B SaaS product management, preferably within contact center, CCaaS, or developer platforms.
• Skilled in drafting precise one-page product specifications to enable engineering teams to build without needing additional meetings.
• Technically competent to engage directly in discussions about event tracking, plugin functionality, latency management, and debugging service-level issues.
• Proven track record delivering products to enterprise clients rapidly, equipped with lessons learned from previous deployments.
• Market-savvy with comprehensive knowledge of competitor strategies, their strengths, weaknesses, and market positioning, able to form informed opinions.
• Business-oriented with fluency in metrics like ARR, sales attach rates, customer retention, and profit margin, capable of integrating pricing and packaging into product strategy and communicating effectively with sales leadership.
• Exceptional user experience sensibility with the ability to quickly assess if product flows will impress buyers or hinder deal success.
• Experience owning platform, API, or developer tools products that serve as foundations for other engineers or partners.
• Deep understanding of LLM-backed service operations including evaluation, guardrails, and handling non-deterministic AI behaviors.
• Strong background in building integrations with CCaaS, CRM, telephony, or data warehouse systems including authentication and security frameworks.
• Awareness of privacy requirements and techniques for redacting personally identifiable information in conversational data capture at scale.
• Desirable: exposure to desktop or native client capture technology, CTI systems, or contact center telephony infrastructure.

Additional Information

The role is part of an intense, high-performance environment focused on excellence in product development, growth strategies, copywriting, demonstrations, user research, and monetization initiatives, aimed at forming one of the top CX product teams globally.

Applicants may be asked to provide an analysis of a competitor’s API or integration capabilities or their approach to evaluation and safety guardrails as part of the final hiring process. The company occasionally uses AI-assisted technologies during recruitment for application review and assessment, but all hiring decisions are made by human evaluators.