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About the Role

We are seeking a Product Manager- Services to join our team. This role is responsible for the platform behind the product, including AI services, Desktop Intercept, and Integrations that power every surface an agent or supervisor sees. You will partner closely with another PM who owns the Agent UI, Control UI, and Active Listening UX.

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 organization accountable.
• Define and measure 'good' and 'safe' for each AI service through eval and guardrails.
• Prioritize the integration roadmap based on revenue impact.
• Treat reliability, privacy, and PII handling as core features.
• Manage a capability area’s backlog and specs.
• Define acceptance criteria and customer-pilot targets.
• Incorporate the customer voice into all spec reviews.
• Scope billing meters and RBAC per feature.
• Write one-page specs that gate every build.

Requirements

• 7+ years of product experience in B2B SaaS.
• Experience in contact-center, CCaaS, or developer-platform is strongly preferred.
• Ability to write concise one-page specs for engineers.
• Technical understanding of events, plugins, and latency budgets.
• Proven track record of shipping to enterprise customers frequently.
• Strong market awareness and competitive analysis skills.
• Business fluency, framing decisions in terms of ARR, attach, retention, and margin.
• Ability to sell product strategies to leadership.
• Experience with pricing and packaging as product elements.
• Demonstrated taste and ability to assess product appeal.
• Platform, API, or developer-tools PM experience.
• Ability to reason about events, plugins, latency budgets, and failure modes.
• Experience owning LLM-backed services in production, including eval and guardrails.
• Integration and partner-ecosystem experience (CCaaS, CRM, telephony, data-warehouse connectors, auth, SSO, webhooks).
• Comfort with privacy and PII-redaction requirements for capturing customer conversations at scale.
• Bonus: Exposure to desktop or native-client capture, CTI, or contact-center telephony.
• Prepare a competitor teardown or packaging proposal for the final round.

Skills

• AI CX tools
• Automated QA
• Conversational analytics
• Knowledge assist
• Agentic automation
• API design
• Client development
• Integration development
• System-level product management
• Performance optimization
• Reliability engineering
• Privacy by design
• SSO
• Webhooks
• LLM evaluation
• Guardrails implementation
• Non-determinism understanding
• CCaaS integration
• CRM integration
• Telephony integration
• Data warehouse integration
• PII redaction
• Product strategy
• Market analysis
• Competitive analysis
• Pricing strategy
• Packaging strategy
• User psychology
• Information hierarchy

Location

• Remote

Work Type

• Full-time
• Remote

Experience Level

• 7+ years

Salary/Compensations

• $0 - $1 a year

About the Company

• TTEC Digital is an innovation group within TTEC (NASDAQ: TTEC).
• We build the next generation of AI CX tools for major brands.
• We operate like an early-stage startup with the backing of an established enterprise.
• TTEC has been focused on customer experience since 1982.
• TTEC is a public company at an AI inflection point.