WFM Product Manager (Verint)

Key Responsibilities

• Support the Product Manager in executing the Workforce Management product roadmap.
• Partner with Operations, Technology, Analytics, and business stakeholders to gather business requirements and translate them into user stories and product features.
• Help prioritize the product backlog and support Agile ceremonies, including sprint planning, backlog refinement, and user acceptance testing.
• Coordinate delivery activities for platform enhancements, upgrades, and new functionality.
• Analyze workforce management processes and identify opportunities to improve forecasting, scheduling, staffing, and operational efficiency.
• Monitor product performance using KPIs and customer feedback to recommend enhancements.
• Assist with testing, implementation, release management, and adoption of new capabilities.
• Create process documentation, training materials, and communications to support successful product launches.
• Partner with vendors and internal teams to troubleshoot issues and support continuous platform improvements.
• Contribute to continuous improvement initiatives by identifying opportunities for automation and process optimization.
• 3+ years of experience in Product Management, Project Management, Workforce Management, Contact Center Operations, Business Analysis, or a related field.
• Exposure to Verint Workforce Management or other workforce optimization platforms.
• Familiarity with workforce management concepts such as forecasting, scheduling, capacity planning, or intraday management.
• Experience supporting contact center operations or workforce management functions.
• Experience working with Agile methodologies, including writing user stories and participating in backlog refinement and sprint planning.
• Experience gathering business requirements and collaborating with cross-functional teams.
• Proficiency with Microsoft Excel and PowerPoint; familiarity with Jira, Azure DevOps, or similar Agile tools.

Nice to Have