Product Manager, Agentic Forecasting & Workforce Intelligence

Crescendo is a leading AI-native contact center platform focused on enhancing customer experience. They are seeking a Product Manager with Workforce Management experience to develop and implement automated forecasting and staffing solutions, leveraging advanced AI technologies to optimize operations for both Crescendo and its enterprise clients.

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

Requirements:

• 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