Product Manager, Agentic Forecasting, Workforce Intelligence

🕒 April 21

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

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Crescendo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2024

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $50M Series C - Crescendo on 2024-10

Artificial Intelligence • SaaS • B2B

Crescendo is an AI-native contact center and CX platform that combines continuously operated AI assistants with human CX specialists to deliver guaranteed outcomes across chat, voice, email and other channels. They provide multimodal AI assistants (chat, voice, email, shopping assistant) plus operational AI for continuous optimization, managed BPO services, CRM and SaaS integrations, and industry-focused solutions for retail & e-commerce, financial services, connected devices, and health & wellness. Crescendo emphasizes outcome-based pricing, performance guarantees, SOC-2 and HIPAA compliance, and rapid deployment to improve customer satisfaction, reduce response times and lower costs.

📋 Description

• Crescendo is an AI-native contact center platform and CX operator for hundreds of enterprise clients. • Forecasting automation: 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.

🎯 Requirements

• Direct Workforce Management experience is required. • Examples: 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. • You 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 datasets. • Prototyping forecasting workflows. • Translating operational logic into executable automation. • Partnering closely with data science teams.

🏖️ Benefits

• 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.