Manager, AI Solutions Product Owner

TTEC

1d•Remote

About The Position

At Percepta, we bring first-class service across each market we support. As a Manager, AI Solutions Product Owner working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Manager, AI Solutions Product Owner is the AI solution experience specialist and product owner for Percepta's AI tooling, owning everything from use case intake through solution design to long-term scale feasibility. This role will be the AI solution owner for the AI Agents our contact center teams use every day, and the connective tissue between AI Enablement, learning and development, IT, and Operations.

Requirements

Bachelor’s Degree in a related field is required
6+ years in product management, solution architecture, or AI/automation program ownership, ideally within a contact center, CRM, or customer experience technology environment
Experience partnering with learning and development or training organizations to translate technical solutions into agent-facing enablement content is required
Working knowledge of conversational or agentic AI design patterns and enterprise CRM platforms (Dynamics 365, Salesforce) is required
Demonstrated ability to run structured intake, scoring, and prioritization processes across a multi-stakeholder pipeline
Strong written and verbal communication skills; comfortable presenting solution recommendations to senior stakeholders
People leadership experience or readiness to manage a distributed team

Nice To Haves

Experience with CCaaS platforms (e.g., NICE CX1 or equivalent) is advantageous
Background in AI governance or responsible AI frameworks is advantageous

Responsibilities

Own AI use-case intake and scoring, ensuring every initiative that moves forward ties back to a measurable improvement in the agent or customer experience
Serve as first-line reviewer for new AI solution requests, validating technical and design feasibility before submissions move forward
Maintain the AI solution taxonomy and approved tool list across the program
Own the design and configuration of AI Agents supporting the program, ensuring solutions perform reliably for agents on live customer interactions
Translate AI solution design into learning requirements and partner with the Global Learning & Knowledge (GLK) team on curriculum development, ensuring training reflects real solution behavior
Validate agent-facing documentation before training rollout, keeping the agent experience central to every design decision
Assess scale feasibility for validated use cases, including platform, licensing, and architecture implications
Own the AI solution roadmap and manage the pipeline in coordination with CRM and tools product ownership
Partner closely with Operations, IT, and client business stakeholders to keep solution design, delivery timelines, and expectations aligned
Lead a team of Senior AI Solutions Deployment & Integrations Leads delivering readiness and go-live execution across sites