Note: The job is a remote job and is open to candidates in USA. Crescendo is an AI-native contact center platform and CX operator for enterprise clients. The Product Manager will focus on workforce management, utilizing advanced AI technology to enhance operational data analysis and improve forecasting and staffing processes.
Responsibilities
- Build automated volume forecasting from Crescendo operational datasets
- Translate forecasts into staffing and headcount requirements
- Improve forecast accuracy through agentic self-improvement
- Design staffing logic supporting shared associates across partner programs
- Model cross-program capacity allocation
- Enable dynamic queue balancing across workloads
- Define how forecasts drive operational decisions inside Crescendo
- Build AI-first workforce planning workflows
- Move workforce planning from manual scheduling toward automation
- Connect forecasting to full Crescendo IT stack: CRM/CC, HR, Finance
- Connect data collection agents to every major CCaaS and ticketing platform
- Build a closed feedback loop on forecast accuracy and schedule adherence
- Prototype workflows using AI developer tools
- Build lightweight services, scripts, and assistants (week, not months)
- Experiment with frontier models to evaluate best LLM model and agentic loop to perform WFM
Skills
- Direct Workforce Management experience is required
- Supporting capacity planning in CC / BPO environments
- Working with Erlang-based staffing logic
- Designing staffing models across queues or programs
- Supporting intraday planning or long-range forecasting workflows
- Implementing or integrating WFM platforms
- Experience with systems such as NICE, Verint, Genesys, Calabrio, Aspect, or equivalent WFM environments
- Writing code using AI developer tools (Codex or Claude)
- Working directly with structured datasets
- Prototyping forecasting workflows
- Translating operational logic into executable automation
- Partnering closely with data science teams
- Strong candidates often have backgrounds in technical product management, product engineering, applied analytics platforms, AI-enabled operations tooling
- Built forecasting or staffing tools inside WFM platforms
- Supported CX or BPO delivery environments
- Owned capacity planning infrastructure
- Worked on workforce analytics platforms
- Implemented WFM integrations
- Built internal automation around staffing workflows
- Bonus if you've worked on multitenant staffing models
- Bonus if you've worked on agent-based workflows
- Bonus if you've worked on planning automation assistants
- Bonus if you've worked on AI-enabled scheduling or forecasting tools
Benefits
- Performance bonus eligibility
- Remote work with the focus and flexibility to do your best work
- Grow in an environment that rewards ambition and sharp execution
- Thrive in a team environment where collaboration is the foundation of your success
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
Company Overview