Product Manager - Workspace

About the Role

TTEC Digital is inviting applications for the position of Product Manager focusing on Workspace, operating fully remotely on a full-time basis. This role demands a Product Manager who delivers work marked by precision and intentionality, aiming to produce standout products in a competitive environment without compromising on speed or quality.

About the Team and Work

The role is part of an innovative team within TTEC, a public company focused on developing next-generation AI-powered customer experience tools such as automated quality assurance, conversational analytics, knowledge assistance, and agentic automation. This is a pivotal opportunity to influence large-scale enterprise deployments and impact significant company growth.

Key Responsibilities

• Lead the development and ownership of the end-to-end user experience for agents and supervisors across live and post-interaction platforms including Agent UI, Control UI, and Active Listening UX.
• Design the workspace where agents manage live customer interactions, focusing on reducing handle time and cognitive load while preserving critical interaction moments.
• Develop the supervisor and administrative control console that enables monitoring, coaching, and reviewing, thereby empowering supervisors to manage hundreds of agents effectively.
• Manage the real-time in-call experience featuring live transcription, sentiment analysis, compliance alerts, and timely prompts, ensuring minimal latency and high trust.
• Collaborate closely with design teams to prototype and refine user flows before development deployment.
• Define acceptable latency and interruption thresholds for real-time assist features.
• Track and measure success metrics such as average handle time (AHT), agent adoption rates, customer satisfaction (CSAT), and suggestion acceptance rates.
• Maintain responsibility for the product backlog, acceptance criteria, pilot goals, customer requirements, billing scope, and role-based access control configurations.
• Create precise one-page specifications to guide development builds.

Candidate Profile and Requirements

• Possess at least seven years of product management experience in B2B SaaS, preferably with exposure to contact-center, CCaaS, or developer platform domains.
• Demonstrate ability to author clear and concise product specifications that can be implemented with minimal meetings.
• Have a technical aptitude to understand system events, plugin architecture, and manage latency requirements without needing intermediaries.
• Experience shipping products to enterprise clients rapidly with a history of practical lessons learned.
• Strong competitive market awareness including detailed knowledge of competitors’ strengths and vulnerabilities and a well-formed perspective on market positioning.
• Business acumen with the ability to frame decisions in terms of annual recurring revenue, customer retention, and profit margins; capable of justifying proposals to sales leadership as well as technical teams.
• Excellent aesthetic judgment to quickly evaluate product demos and user flows from a buyer’s perspective.
• Capability to present detailed work such as competitor analyses or packaging ideas in final interview stages.
• Specific experience building sophisticated, information-dense, operator-focused UI tools in sectors like contact centers, trading systems, operations consoles, developer tools, or electronic health records (EHR).
• Practical knowledge of real-time or streaming user interfaces that deliver live feedback without overwhelming users.
• Strong partnership skills with design professionals, with attention to flow states, wording, pixel-level detail, and the confidence to engage in design critiques.
• Experience implementing accessibility standards, keyboard-first navigation, and enterprise patterns suited for high-density screens.
• View role-based access control (RBAC) and permissioning as integral UX components rather than afterthoughts.

Work Environment

The team maintains a rigorous standard across product development, growth, content quality, demos, user research, and monetization efforts. This setting is fast-paced with steep learning opportunities, focused on creating a leading product team in customer experience.

Additional Information

This company utilizes AI tools to assist with the recruitment process such as analyzing resumes and applications. These tools aid in identifying inconsistencies or key signals but do not replace human decision-making. Final employment decisions rest with human evaluators. Candidates seeking more details about data processing can request additional information.