Principal Product Manager

Job Summary

Owning product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers, the full-time Principal Product Manager will focus on scheduling and forecasting, real-time channel monitoring, coaching and skill management, and team performance management while working remotely.

Key responsibilities

• Define and deliver AI-driven forecasting and scheduling experiences across voice and digital channels
• Build real-time operational monitoring capabilities to provide actionable visibility for supervisors
• Design coaching and skill management workflows that connect performance signals to targeted coaching actions

Required qualifications

• 8+ years of experience in building and delivering enterprise or SaaS products, with at least 4+ years in product management
• Proven experience in Workforce Engagement Management (WEM) capabilities for contact centers within a CRM omnichannel environment
• Strong expertise in scheduling, forecasting, real-time monitoring, coaching, and team performance management
• Deep understanding of contact center operations and omnichannel demand patterns
• Experience collaborating with UX, engineering, and data/AI teams to deliver scalable capabilities