Product Manager-— Workspace

TTEC Digital
Toronto
Workplace: RemoteFull timeFunction: Product ManagementExperience: 7+ yearsSkills: ["Product craft","Cross-functional collaboration","Customer-focused problem solving","Information hierarchy","Business acumen"]

Own the end-to-end agent and supervisor workspace experience—Agent UI, Control UI, and real-time Active Listening UX. Define information hierarchy, interaction ergonomics, and latency/interruption budgets, and ship crisp one-page specs with measurable acceptance criteria. Partner closely with a counterpart PM on AI services and integrations, prototype with design, and drive outcomes using metrics like AHT, agent adoption, CSAT, and suggestion acceptance.

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FursaFursa
TTEC Digital
TTEC Digital
1 month ago

Product Manager-— Workspace

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own the end-to-end agent and supervisor workspace experience—Agent UI, Control UI, and real-time Active Listening UX. Define information hierarchy, interaction ergonomics, and latency/interruption budgets, and ship crisp one-page specs with measurable acceptance criteria. Partner closely with a counterpart PM on AI services and integrations, prototype with design, and drive outcomes using metrics like AHT, agent adoption, CSAT, and suggestion acceptance.
Location: Toronto
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own the end-to-end agent and supervisor experience across live and post-interaction surfaces.
  • •Set the standard for information hierarchy, interaction ergonomics, and dense real-time UX.
  • •Partner with design to prototype and pressure-test flows before production builds.
  • •Define perceived latency and interruption budgets for real-time assist surfaces.
  • •Measure success using AHT, agent adoption, CSAT, and suggestion acceptance rate.

Key Requirements

  • •7+ years of product experience in B2B SaaS, with strong preference for contact-center, CCaaS, or developer-platform experience.
  • •Write crisp one-page specs that engineers can build from without a meeting.
  • •Technical enough to reason about events, plugins, and latency budgets without needing a translator.
  • •Has shipped complex, high-density operator/agent-facing tooling to real enterprise customers on a fast cadence.
  • •Read the market with a point of view, understanding who’s winning, why, and where they’re exposed.
Experience:7+ yearsB2B SaaSContact-centerCCaaSDeveloper-platformEnterprise
Skills:Product craftCross-functional collaborationCustomer-focused problem solvingInformation hierarchyBusiness acumen
Tech Stack:AIAgentic automationConversational analyticsAutomated QARBACReal-time UX

Company Brief

TTEC Digital
Provides digital customer experience consulting, technology and managed services, delivering CX platforms, automation, analytics, and design to help enterprises transform customer engagement across channels.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Englewood, United States
WebsiteLinkedIn