TTEC Digital seeks a Product Manager - Services t o join our team.

This role is a full time and fully remote opportunity! Were 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 doesnt treat the two as a tradeoff.

The work: Werean 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 worlds 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 companythatsbeen obsessed with customer experience since 1982.

This is the rare seatwheregetting in early actually matters at scale. TTEC is a public company at an AI inflection point.

Ship the right products into thousands of live enterprisedeploymentsand youdontjust 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: Youreone of two PMs reporting to the VP, Product Management.

You own the platform behind the product theAI services, Desktop Intercept, and Integrationsthat power every surface an agent or supervisor sees.

Your counterpart, PM Workspace, owns the Agent UI, Control UI, and Active Listening UX on top of what you build.

You partner constantly; you own different halves of the same product.

What You Will Do: AIServices The backend capabilities powering QA, conversational analytics, knowledge assist, and agentic automation transcription, scoring, retrieval, and the action layer exposed as clean APIs the rest of the platform and our customers build on.

Eval, guardrails, latency, and cost-per-interaction are your daily currency.





Desktop Intercept The client that captures what happens on the agents desktop and telephony stack events, screen, and interaction signal and feeds the AI in real time. A systems-level product: OS integration, performance footprint, reliability, and PII redaction/privacy by design.

Integrations The connectorsurfaceintoCCaaS(NICE, Genesys, Five9,Talkdesk), CRMs and helpdesks (Salesforce, Zendesk), telephony/CTI, and data warehouses plus the auth, SSO, webhooks, and partner relationships behind them.

Integrations are how deals close, and how they churn.

Day to day, that means: 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 theorgto them.

Own eval and guardrails as product: define what good and safe mean for each AI service and howitsmeasured before and after ship.

Prioritize the integration roadmap by revenue impact which connector unlocks which deals.

Treat reliability, privacy, and PII handling as features, notcompliancechores.

What every PM here owns: A capability areas 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 wasnt 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+ yearsof product in B2B SaaS; contact-center,CCaaS, or developer-platformexperiencestrongly preferred.

Writes crisp one-page specs that an engineer can build from without a meeting.

Technical enough to reasonaboutevents, plugins, and latency budgets youdontneed 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 whoswinning, why, and wheretheyreexposed 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 asproduct.

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 acompetitorteardown or packaging proposal to the final round.

What the ServicesPM role specifically needs: Platform, API, or developer-tools PM experienceyouveshipped something other engineers or partners build on top of.

Reasons fluently about events, plugins, latency budgets, and failure modes.

You debug the trace, not just read the summary.

Has owned LLM-backed services in productionand understands eval, guardrails, and non-determinism first-hand not from a blog post.

Integration and partner-ecosystem experience: CCaaS, CRM, telephony, or data-warehouse connectors, with the auth / SSO / webhook plumbing that comes with them.

Comfortable with the privacy and PII-redaction demands of capturing real customer conversations at scale.

📌 Product Manager — Services (Toronto)
🏢 TTEC
📍 Toronto