Product Manager — Services
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Key skills for this role
About the Role
TTEC Digital seeks a Product Manager for Services to own the platform behind AI CX tools, including AI services, Desktop Intercept, and Integrations. You will set latency/cost budgets, own eval and guardrails, and prioritize integration roadmap.
Key Skills for This Role
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
- Manage a capability area’s backlog and specs, acceptance criteria and customer pilot targets, and the customer voice in every spec review
- Write the 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
- Has shipped to real enterprise customers on a fast cadence
- Reads the market; knows the competition cold
- Business fluent; frames decisions in ARR, attach, retention, and margin
- 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
- Reasons fluently about events, plugins, latency budgets, and failure modes
- Has owned LLM backed services in production and understands eval, guardrails, and non determinism first hand
- Integration and partner ecosystem experience: CCaaS, CRM, telephony, or data warehouse connectors
- Comfortable with the privacy and PII redaction demands of capturing real customer conversations at scale
Full Job Posting
About the Role
- TTEC Digital seeks a Product Manager Services to join our team. This role is full time and fully remote.
- We are an innovation group inside TTEC, building the next generation of AI CX tools — automated QA, conversational analytics, knowledge assist, and agentic automation.
- You own the platform behind the product: AI services, Desktop Intercept, and Integrations.
What You Will Do
- AI Services: Backend capabilities powering QA, conversational analytics, knowledge assist, and agentic automation — transcription, scoring, retrieval, and action layer.
- Desktop Intercept: Client that captures agent desktop and telephony events, screen, and interaction signal, feeding AI in real time.
- Integrations: Connector surface into CCaaS (NICE, Genesys, Five9, Talkdesk), CRMs and helpdesks (Salesforce, Zendesk), telephony/CTI, and data warehouses.
- Own the AI services API contract, Desktop Intercept client, and integration roadmap end to end.
- Set latency and cost budgets per service and hold the org to them.
- Own eval and guardrails as product.
- Prioritize the integration roadmap by revenue impact.
- Treat reliability, privacy, and PII handling as features.
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.
- Has shipped to real enterprise customers on a fast cadence.
- Reads the market; knows the competition cold.
- Business fluent; frames decisions in ARR, attach, retention, and margin.
- 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.
- Reasons fluently about events, plugins, latency budgets, and failure modes.
- Has owned LLM backed services in production and understands eval, guardrails, and non determinism first hand.
- Integration and partner ecosystem experience: CCaaS, CRM, telephony, or data warehouse connectors.
- Comfortable with the privacy and PII redaction demands of capturing real customer conversations at scale.
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