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 focused on innovative technology in customer experience. They are seeking a technical Product Manager with Workforce Management experience to build a system that utilizes advanced AI technology for operational data analysis and forecasting in workforce management.
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
- 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, agent-based workflows, planning automation assistants, AI-enabled scheduling or forecasting tools
Benefits
- Performance bonus eligibility
- Earn competitive pay while building a career with endless opportunities.
- Enjoy 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
Company Overview