Principal Product Manager - WEM Analytics and Planning
Core
Own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers, focusing on AI-driven forecasting, scheduling, real-time monitoring, and team performance management.
Role type
Principal Product Manager (IC4)
Builds
AI-driven forecasting and scheduling experiences, real-time operational monitoring dashboards, coaching workflows, and team performance management tools for enterprise contact centers.
Domain
Customer Experience (CX) / Workforce Engagement Management (WEM) / Contact Center Operations
Deliverable
production ML models | product features
Required skills
Workforce Engagement Management (WEM) product ownership, AI-driven forecasting and scheduling, real-time channel monitoring, coaching and skill management, team performance analytics, omnichannel contact center operations, enterprise SaaS product delivery, UX and data/AI team collaboration, customer engagement for complex operational products.
Preferred skills
Engineering background (development, QA, DevOps/CloudOps), experience in North America or Europe markets.
Technologies
AI/ML for forecasting, omnichannel contact center platforms, real-time monitoring systems, role-based dashboards.
Responsibilities
Define and deliver AI-driven forecasting and scheduling experiences across voice and digital channels; build real-time operational monitoring capabilities for supervisors; design coaching and skill management workflows; deliver team performance management experiences; partner with UX, engineering, and data/AI teams to ship scalable capabilities; apply AI product judgment for transparency and human-in-the-loop controls; engage with enterprise customers to validate requirements and drive adoption.
Seniority
Principal, hands-on IC
