Product Manager — Services

TTEC Digital•Toronto, ON

2d•$0 - $1•Remote

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. 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.

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.
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.

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.
Own a capability area’s backlog and specs.
Define acceptance criteria and customer-pilot targets.
Represent the customer voice in every spec review.
Scope billing-meter and RBAC per feature.
Write one-page specs that gate every build.