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Product Manager — Services

TTEC Digital -
Toronto, ON

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Job details

Full-time

Qualifications

Telephony
B2B
APIs
SaaS
Analytics

Full job description

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:

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:

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.

What every PM here owns:

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.

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.

What the Services PM role specifically needs:

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.

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.

#LI-JF1

#LI-Remote

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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