Product Manager, Agentic Forecasting & Workforce Intelligence

About the role

Crescendo is an AI-native contact center platform and CX operator for hundreds of enterprise clients. We are seeking a high agency technical Product Manager with Workforce Management (WFM) experience who is comfortable collaborating with operational leaders and uses agentic coding tools to build software. This role involves building a fully working first pass of an AI-driven workforce management system.

Responsibilities

• Forecasting automation
• Build automated volume forecasting from Crescendo operational datasets
• Translate forecasts into staffing and headcount requirements
• Improve forecast accuracy through agentic self-improvement
• Multitenant workforce planning
• Design staffing logic supporting shared associates across partner programs
• Model cross-program capacity allocation
• Enable dynamic queue balancing across workloads
• Agentic planning workflows
• Define how forecasts drive operational decisions inside Crescendo
• Build AI-first workforce planning workflows
• Migrate workforce planning from manual scheduling toward automation
• Systems integration
• 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
• Hands-on product building
• You will 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
• 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
• Serving as a point person for intraday planning or long-range forecasting workflows
• Implementing or integrating WFM platforms

Requirements

• Experience with systems such as:
• NICE
• Verint
• Genesys
• Calabrio
• Aspect
• or equivalent WFM environments
• Technical Capabilities
• 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
• Backgrounds in:
• Technical product management
• product engineering
• applied analytics platforms
• AI-enabled operations tooling

What Success Looks Like in the First 3 Months

• Forecasts automatically generate staffing recommendations across programs
• Multitenant staffing scenarios modeled inside Crescendo
• Labor cost visibility embedded into planning workflows
• Operations teams rely on forecasts to plan delivery
• Forecasting outputs integrate cleanly with HR and finance systems

Pay

Compensation varies based on experience, location and engagement type (full-time vs contract) and may include:

• Base Salary: $150,000 - $250,000 annually
• Performance bonus eligibility

Schedule

Flexible/Remote