About the position

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. 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.

Responsibilities

• 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.
• Write one-page specs that gate every build.

Requirements

• 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.

Nice-to-haves

• Exposure to desktop or native-client capture, CTI, or contact-center telephony.

Benefits

• Full-time
• Fully remote