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 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.
- 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.
