Product Manager — Services
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Key skills for this role
About the Role
TTEC Digital is looking for a Product Manager to own the platform behind the product, including AI services, Desktop Intercept, and Integrations. You will set latency and cost budgets, own eval and guardrails as product, and prioritize the integration roadmap by revenue impact.
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.
- Define acceptance criteria and customer pilot targets.
- Bring the customer voice in every spec review.
- Scope billing meter and RBAC per feature.
- Write one page specs that gate every build.
Requirements
- 7+ years of product management experience in B2B SaaS; contact center, CCaaS, or developer platform experience strongly preferred.
- Ability to write 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 and 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 — you’ve shipped something other engineers or partners build on top of.
- 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
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.
- This is the rare seat where getting in early actually matters at scale.
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.
- 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.
- Integrations: The connector surface into CCaaS (NICE, Genesys, Five9, Talkdesk), CRMs and helpdesks (Salesforce, Zendesk), telephony/CTI, and data warehouses.
- 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.
- Prioritize the integration roadmap by revenue impact.
- Treat reliability, privacy, and PII handling as features, not compliance chores.
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.
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.
- Show your work: in the final round, bring a teardown of a competitor’s API or integration surface.
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