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Ttec Digital

Product Manager-— Workspace

LocationToronto, Ontario
Work moderemote
Typefull-time
DepartmentIntellectual Property, IP Product/Engineering
Company size10,000+ people
First seen1mo ago
Last seen2d ago
About the company
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.
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.
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Acceptance criteria and customer-pilot targets.
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The customer voice in every spec review.
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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.
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Technical enough to reason about events, plugins, and latency budgets — you don’t need a translator.
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Has shipped to real enterprise customers on a fast cadence, with the scar tissue to prove it.
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Reads the market. Knows the competition cold — who’s winning, why, and where they’re exposed — and has a point of view.
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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.
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Has taste. Can tell within 30 seconds of a demo whether a flow will wow a buyer or lose the deal.
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Shows their work. Brings a competitor teardown or packaging proposal to the final round.
What the Workspace Product Manager specifically needs:
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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.
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Real-time or streaming UX experience: surfacing live signals without overwhelming the recipient.
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Deep design partnership. You think in flows and states, care about every word and pixel, and can hold your own in a design critique.
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Fluent in accessibility, keyboard-first workflows, and enterprise UX patterns for information-dense screens.
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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.
Hiring process
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.
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