Product Manager-— Workspace

TTEC Digital seeks a Product Manager- Workspace to join our team. This role is a full-time and fully remote opportunity! We’re looking for a Product Manager who ships with enough craft and intent that the work stands apart in a category where everyone launches at the same height. Builds with excellence, moves fast, and doesn’t treat the two as a tradeoff. 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 — for the world’s biggest brands and the millions of customers they serve. We move like an early-stage startup, backed by the scale, distribution, and enterprise client base of a company that’s been obsessed with customer experience since 1982. This is the rare seat where getting in early actually matters at scale. TTEC is a public company at an AI inflection point. Ship the right products into thousands of live enterprise deployments and you don’t just move a metric — you move the trajectory of the company and the value of the stock. The leverage is real, and the work compounds. 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. You partner constantly; you own different halves of the same product. \n 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. The bar: cut handle time and cognitive load without hiding the moments that decide the interaction. High-density, real-time, keyboard-first. Control UI The supervisor and admin console — scorecard configuration, routing, live monitoring, QA review queues, coaching workflows, and dashboards. The bar: give one supervisor real leverage over hundreds of agents and 100% of interactions. Active Listening UX The real-time, in-call experience — live transcription, sentiment, compliance flags, and prompts surfaced mid-conversation. The bar: perceived latency and interruption cost. A prompt three seconds late is a prompt that never fired; a prompt agents don’t trust is worse than none. Day to day, that means: * 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. The instincts we screen for: Your itch for taste and craft is as strong as your comfort building with AI. You care about every word on a screen; you think about information hierarchy and user psychology before visual design; and you think natively about what AI makes possible that wasn’t possible before — not chat wrappers, but agents that take real actions and resolve real problems. These two instincts rarely live in the same person. 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. Anywhere power users live inside a screen all day. * 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. 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. The environment is intense, and the learning curve is steep. We’re assembling the best product team in CX. Show your work: in the final round, bring a teardown of an existing agent or supervisor product’s UX — where the flow wins the demo, where it loses the deal, and how you’d rebuild one screen. If you belong in this room — bring the teardown — reach out. \n #LI-JF1 #LI-Remote

Own the end-to-end agent and supervisor experience, including the Agent UI, Control UI, and Active Listening UX. Define information hierarchy and real-time UX standards to reduce cognitive load and improve agent efficiency.

Requires 7+ years of B2B SaaS product experience, preferably in CCaaS or developer platforms, with a proven track record of shipping high-density operator tooling. Must be technically proficient in latency budgets and events, and possess strong design taste for enterprise UX.

• Gestion de produitSouhaitée
• Conception UXSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• B2B SaaS
• Product Management
• UX Design
• AI Product Development
• Contact Center Technology
• Information Hierarchy
• Real-time UX
• Technical Specification Writing
• Market Analysis
• Business Fluency
• RBAC
• Accessibility
• Keyboard-first Workflows
• Enterprise UX Patterns
• Product Strategy
• Customer Experience

• Software
• Technology
• Management & Leadership
• Customer Service & Support
• Data & Analytics

Expérience minimale

5+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine