Role Details

Location: Flexible/Remote
 

About Us

Crescendo 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.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

Crescendo 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 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
• Move 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
This role includes implementation—not just specification.

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

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

Technical Capabilities We’re Looking For

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

Strong candidates often have 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

Ideal Backgrounds for This Role

This role is especially strong for candidates who have:

• 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

Here’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 organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core 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.

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