Role DetailsLocation: Flexible/RemoteAbout UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.The RoleCrescendo is an AI-native contact center platform and CX operator for hundreds of enterprise clients. As part of this product offer, Crescendo is researching agentic approaches to workforce management. Specifically, the most advanced LLM AI technology to consider operational data and produce CX forecasts, staffing plans, CSAT predictions, and labor cost projections.We’re looking for a high agency technical Product Manager with Workforce Management (WFM) experience who is comfortable collaborating with operational leaders and also uses agentic coding tools to build software. While supported by an elite agentic engineering team for scalable and secure product delivery, this product manager would be building a fully working first pass of this system.This product will include agents to gather and organize operational data from multiple sources including the Crescendo technology platform as well as other IT systems such as time clock, HR, and finance software. This data will be consumed by a newly created WFM service that will produce forecasts and agent schedules for all Crescendo people operations. This service will also be available to enterprise customers to employ their own CX staff and use Crescendo as a technology-only service.As a Crescendo Product Manager you would work closely with engineering and interface directly with operations leadership for Crescendo as well as various functions including IT.If you’ve worked with WFM systems and want to help reinvent this software with an AI-native delivery model, this role is for you.What You’ll Do:Forecasting automationBuild automated volume forecasting from Crescendo operational datasetsTranslate forecasts into staffing and headcount requirementsImprove forecast accuracy through agentic self-improvementMultitenant workforce planningDesign staffing logic supporting shared associates across partner programsModel cross-program capacity allocationEnable dynamic queue balancing across workloadsAgentic planning workflowsDefine how forecasts drive operational decisions inside CrescendoBuild AI-first workforce planning workflowsMove workforce planning from manual scheduling toward automationSystems integrationConnect 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 buildingThis role includes implementation—not just specification.You will:Prototype workflows using AI developer toolsBuild lightweight services, scripts, and assistants (week, not months)Experiment with frontier models to evaluate best LLM model and agentic loop to perform WFMDirect Workforce Management experience is requiredExamples:Supporting capacity planning in CC / BPO environmentsWorking with Erlang-based staffing logicDesigning staffing models across queues or programsSupporting intraday planning or long-range forecasting workflowsImplementing or integrating WFM platformsExperience with systems such as:NICEVerintGenesysCalabrioAspector equivalent WFM environmentsTechnical Capabilities We’re Looking ForYou don’t need to be a full-time engineer—but you do need to be a builder and LLM AI enthusiast as this technology drives our product strategy.Examples:Writing code using AI developer tools (Codex or Claude)Working directly with structured datasetsPrototyping forecasting workflowsTranslating operational logic into executable automationPartnering closely with data science teamsStrong candidates often have backgrounds in:Technical product managementproduct engineeringapplied analytics platformsAI-enabled operations toolingWhat Success Looks Like in the First 3 MonthsForecasts automatically generate staffing recommendations across programsMultitenant staffing scenarios modeled inside CrescendoLabor cost visibility embedded into planning workflowsOperations teams rely on forecasts to plan deliveryForecasting outputs integrate cleanly with HR and finance systemsIdeal Backgrounds for This RoleThis role is especially strong for candidates who have:Built forecasting or staffing tools inside WFM platformsSupported CX or BPO delivery environmentsOwned capacity planning infrastructureWorked on workforce analytics platformsImplemented WFM integrationsBuilt internal automation around staffing workflowsBonus if you’ve worked on:multitenant staffing modelsagent-based workflowsplanning automation assistantsAI-enabled scheduling or forecasting toolsHere’s What’s On the Table:Take on challenges that actually move the needle in an industry ready for change.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 organizationWork with innovative global partners and diverse teamsCompany Culture Is At Our CoreCore values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.Care for others: Empathy is a key driver. When people thrive, so does the mission.Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.Take ownership: Bold choices with integrity at the core—that’s how impact lasts.Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.
