Note: The job is a remote job and is open to candidates in USA. Crescendo is an AI-native contact center platform focused on enhancing customer experience. They are seeking a technical Product Manager with Workforce Management experience to build and automate forecasting and staffing solutions using advanced AI technology.
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
- Work with innovative global partners and diverse teams
Company Overview
PartnerHero provides companies with staffing customer experience and software development fields. It was founded in 2014, and is headquartered in Boise, Idaho, USA, with a workforce of 1001-5000 employees. Its website is https://www.partnerhero.com/.