Product Manager — Services
- Ttec Digital
- Remote Canada
Job Description
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:
AI Services
The backend capabilities powering QA, conversational analytics, knowledge assist, and agentic automation — transcription, scoring, retrieval, and the action layer — exposed as clean APIs the rest of the platform and our customers build on. Eval, guardrails, latency, and cost-per-interaction are your daily currency.
Desktop Intercept
The client that captures what happens on the agent’s desktop and telephony stack — events, screen, and interaction signal — and feeds the AI in real time. A systems-level product: OS integration, performance footprint, reliability, and PII redaction/privacy by design.
Integrations
The connector surface into CCaaS (NICE, Genesys, Five9, Talkdesk), CRMs and helpdesks (Salesforce, Zendesk), telephony/CTI, and data warehouses — plus the auth, SSO, webhooks, and partner relationships behind them. Integrations are how deals close, and how they churn.
Day to day, that means:
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Own the AI services API contract, the Desktop Intercept client, and the integration roadmap end to end.
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Set latency and cost budgets per service — and hold the org to them.
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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.
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Prioritize the integration roadmap by revenue impact — which connector unlocks which deals.
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Treat reliability, privacy, and PII handling as features, not compliance chores.
What every PM here owns:
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A capability area’s backlog and specs.
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Acceptance criteria and customer-pilot targets.
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The customer voice in every spec review.
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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 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:
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7+ years of product in B2B SaaS; contact-center, CCaaS, or developer-platform experience strongly preferred.
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Writes crisp one-page specs that an engineer can build from without a meeting.
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Technical enough to reason about events, plugins, and latency budgets — you don’t need a translator.
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Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it.
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Reads the market. Knows the competition cold — who’s winning, why, and where they’re exposed — and has a point of view.
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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.
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Has taste. Can tell within 30 seconds of a demo whether a flow will wow a buyer or lose the deal.
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Shows their work. Brings a competitor teardown or packaging proposal to the final round.
What the Services PM role specifically needs:
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Platform, API, or developer-tools PM experience — you’ve shipped something other engineers or partners build on top of.
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Reasons fluently about events, plugins, latency budgets, and failure modes. You debug the trace, not just read the summary.
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Has owned LLM-backed services in production and understands eval, guardrails, and non-determinism first-hand — not from a blog post.
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Integration and partner-ecosystem experience: CCaaS, CRM, telephony, or data-warehouse connectors, with the auth / SSO / webhook plumbing that comes with them.
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Comfortable with the privacy and PII-redaction demands of capturing real customer conversations at scale.
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Bonus: exposure to desktop or native-client capture, CTI, or contact-center telephony.
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 a competitor’s API or integration surface — or their eval and guardrail approach — where it’s strong, where it’s exposed, and the one bet you’d make.
If you belong in this room — bring the teardown — reach out.
