WFM Product Manager (Verint)

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

Miratech is looking for a Workforce Management Product Manager to support the execution and continuous improvement of Workforce Management products and platforms. As part of a global customer-focused organization, you'll contribute to the delivery of exceptional service experiences across customer care, finance, travel and lifestyle services, and operational support functions. Our teams combine technology, innovation, and process excellence to help customers get the most value from the products and services they use.

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.

Qualifications

• 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

• Knowledge of NICE, Nexidia, Calabrio, Genesys, or similar workforce optimization platforms.
• Familiarity with reporting and analytics tools such as Power BI, Tableau, or SQL.

Additional Information

We offer

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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