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About the Role

We are an innovation group within TTEC, building the next generation of AI CX tools for major brands. This role offers a unique opportunity to influence the company's trajectory and stock value by shipping impactful products into enterprise deployments. You will own the front-of-house user experience for human agents and supervisors, including the Agent UI, Control UI, and Active Listening 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 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 surfaced suggestions.
• Own a capability area's backlog and specs.
• Define acceptance criteria and customer-pilot targets.
• Incorporate 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 experience in B2B SaaS.
• Contact-center, CCaaS, or developer-platform experience strongly preferred.
• Ability to write crisp one-page specs that engineers can build from without meetings.
• Technical understanding of events, plugins, and latency budgets.
• Experience shipping to enterprise customers on a fast cadence.
• Ability to read the market, understand competition, and form a point of view.
• Business fluency, framing decisions in terms of ARR, attach, retention, and margin.
• Ability to sell a bet to a CRO.
• Treat pricing and packaging as product.
• Ability to assess a demo's potential to wow a buyer or lose a deal within 30 seconds.
• Shipped complex, high-density operator or agent-facing tooling (e.g., contact center, trading, ops consoles, dev tools, clinical/EHR).
• Experience with real-time or streaming UX, surfacing live signals without overwhelming the recipient.
• Deep design partnership skills, thinking in flows and states, and holding your own in design critiques.
• Fluency in accessibility, keyboard-first workflows, and enterprise UX patterns for information-dense screens.
• Treats RBAC and permissioning as a first-class UX problem.
• Ability to bring a competitor teardown or packaging proposal to the final round.
• Ability to bring a teardown of an existing agent or supervisor product's UX to the final round.

Skills

• Product Management
• B2B SaaS
• Contact Center
• CCaaS
• Developer Platforms
• AI
• User Experience (UX)
• Information Hierarchy
• User Psychology
• Real-time UX
• Streaming UX
• Accessibility
• Keyboard-first Workflows
• Enterprise UX Patterns
• RBAC
• Permissioning
• Design Partnership
• Technical Reasoning (Events, Plugins, Latency)

Location

• Remote

Work Type

• Full-time
• Remote

Experience Level

• 7+ years

About the Company

• TTEC Digital is an innovation group within TTEC (NASDAQ: TTEC).
• We build the next generation of AI CX tools, including automated QA, conversational analytics, knowledge assist, and agentic automation.
• We serve the world's biggest brands and their customers.
• We operate like an early-stage startup, supported by the scale, distribution, and enterprise client base of TTEC, a company focused on customer experience since 1982.
• TTEC is a public company at an AI inflection point.