Associate Product Manager, Workforce Management – Verint
Job Description:
- Support the Product Manager in executing the Workforce Management product roadmap
- 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 for product launches
- Partner with vendors and internal teams to troubleshoot issues and support continuous platform improvements
- Identify opportunities for automation and process optimization
- Collaborate with Product Management, Operations, Technology, Analytics, and business stakeholders
Requirements:
- Bachelor's degree in Business, Information Systems, Operations, Engineering, or a related field, or equivalent experience
- 2–4 years of experience in Product Management, Project Management, Workforce Management, Contact Center Operations, Business Analysis, or a related field
- Experience with Agile methodologies, including writing user stories and participating in backlog refinement and sprint planning
- Strong analytical and problem-solving skills
- Experience gathering business requirements and collaborating with cross-functional teams
- Strong communication and organizational skills
- Ability to manage multiple priorities
- Proficiency with Microsoft Excel and PowerPoint
- Familiarity with Jira, Azure DevOps, or similar Agile tools
- Experience with enterprise software implementations or operational platforms is a plus
- Exposure to Verint Workforce Management or other workforce optimization platforms is preferred but not required
- Experience supporting contact center operations or workforce management functions
- Familiarity with forecasting, scheduling, capacity planning, or intraday management
- Knowledge of Verint, NICE, Nexidia, Calabrio, Genesys, or similar workforce optimization platforms
- Experience supporting software implementation, configuration, or enhancement projects
- Familiarity with Power BI, Tableau, or SQL
- Ability to learn new technologies quickly and collaborate in a fast-paced, cross-functional environment
Benefits:
- Health insurance
- Language courses
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Impactful projects for top global clients
- Inclusive and supportive work environment
- Open communication
- Regular team-building company social events
- Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality
