Technical Program Manager, Rack Delivery
•OpenAIHybrid· 21h
📦 Product⏰ Full-time🎯 Lead / Principal💰 $205k-335k🇺🇸 USA
21h ago
Ttecdigital·9 days ago
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.
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.
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.