Product Manager, Agentic Forecasting & Workforce Intelligence

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 env