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Product Manager-— Workspace
TTEC Digital
Toronto, CAN
Full Time
Senior
Remote
5 days ago
Product ManagementB2B SaaSContact CenterCCaaSUX DesignReal time UX
Free
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Product ManagementB2B SaaSContact Center
About the Role
TTEC Digital recherche un Product Manager — Workspace pour rejoindre son groupe d'innovation et construire la prochaine génération d'outils AI CX.
Key Skills for This Role
Product ManagementB2B SaaSContact CenterCCaaSUX DesignReal time UX
Responsibilities
- Own the end to end agent and supervisor experience across live and post interaction surfaces
- Set the standard for information hierarchy, interaction ergonomics, and real time UX in dense operator tooling
- Partner with design to prototype and pressure test flows before a line of production code ships
- Define perceived latency and interruption budgets for each real time assist surface
- Measure success in AHT, agent adoption, CSAT, and the acceptance rate of the suggestions you surface
- Own 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 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 and knows the competition
- 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
- Shipped complex, high density operator or agent facing tooling
- Real time or streaming UX experience
- Deep design partnership; thinks in flows and states
- Fluent in accessibility, keyboard first workflows, and enterprise UX patterns
- Treats RBAC and permissioning as a first class UX problem
Full Job Posting
The Role
- You’re one of two PMs reporting to the VP, Product Management. You own the front of house — everything the human agent and their supervisor touch: the Agent UI, the Control UI, and the Active Listening UX.
- Your counterpart, PM Services, owns the AI services, Desktop Intercept, and Integrations that sit behind your surfaces.
What You Will Do
- Agent UI: The primary workspace where human agents handle live interactions — customer context, history, knowledge assist, next best action, and wrap up.
- Control UI: The supervisor and admin console — scorecard configuration, routing, live monitoring, QA review queues, coaching workflows, and dashboards.
- Active Listening UX: The real time, in call experience — live transcription, sentiment, compliance flags, and prompts surfaced mid conversation.
- Own the end to end agent and supervisor experience across live and post interaction surfaces.
- Set the standard for information hierarchy, interaction ergonomics, and real time UX in dense operator tooling.
- Partner with design to prototype and pressure test flows before a line of production code ships.
- Define perceived latency and interruption budgets for each real time assist surface.
- Measure success in AHT, agent adoption, CSAT, and the acceptance rate of the suggestions you surface.
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.
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 Workspace Product Manager specifically needs
- Shipped complex, high density operator or agent facing tooling — contact center, trading, ops consoles, dev tools, or clinical/EHR.
- Real time or streaming UX experience: surfacing live signals without overwhelming the recipient.
- Deep design partnership. You think in flows and states, care about every word and pixel, and can hold your own in a design critique.
- Fluent in accessibility, keyboard first workflows, and enterprise UX patterns for information dense screens.
- Treats RBAC and permissioning as a first class UX problem, not an afterthought bolted on at the end.
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