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Product Owner, Workforce Management – Verint
American Express. Serve as Product Owner for assigned Verint Workforce Management features under the Director of Workforce Management .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Verint Workforce Management, including platform configuration, optimization, and product ownership, while effectively managing product backlogs and collaborating with cross-functional teams to enhance operational performance and user experience.
Highest-signal resume keywords
Verint Workforce ManagementProduct OwnershipAgile Product DevelopmentWorkforce Management OptimizationStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Platform ConfigurationBusiness Requirements TranslationUser Story DevelopmentAcceptance Criteria DefinitionForecastingSchedulingCapacity PlanningPerformance OptimizationData AnalysisKPI Monitoring
Soft Skills
Analytical SkillsProblem-SolvingWritten CommunicationVerbal CommunicationRelationship Building
Tools & Technologies
VerintAgile MethodologiesSaaS PlatformsCRM IntegrationsTelephony Integrations
Certifications & Qualifications
Verint Workforce Management Certification
Industry Keywords
Contact Center OperationsEnterprise TechnologyFinancial ServicesRegulated IndustryAI-Enabled Optimization
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Serve as Product Owner for assigned Verint Workforce Management features under the Director of Workforce Management
- Own and maintain the product backlog, translating strategic priorities and business needs into features, requirements, user stories, acceptance criteria, and delivery priorities
- Partner with Workforce Management teams and servicing leaders to improve forecasting, scheduling, staffing, capacity utilization, and intraday management
- Act as a subject matter expert on Verint Workforce Management capabilities, configuration, business processes, integrations, and optimization
- Partner with Technology, Architecture, Digital Product, Analytics, Operations, and vendors throughout the product development lifecycle
- Lead product discovery and requirements definition for new capabilities
- Prioritize backlog items based on value, operational impact, business objectives, dependencies, risk, and delivery capacity
- Participate in Agile ceremonies, including backlog refinement, sprint planning, daily coordination, product demonstrations, retrospectives, and release planning
- Partner with engineering and technology teams to clarify requirements, resolve issues, manage dependencies, and make product decisions
- Coordinate functional and user acceptance testing, including test scenarios, requirement validation, defect prioritization, and readiness assessment
- Support implementation and release activities for Verint enhancements, upgrades, integrations, and new capabilities
- Identify opportunities to simplify and automate workforce management processes and reduce manual effort
- Use data, user feedback, operational insights, and product metrics to inform continuous improvement and backlog priorities
- Define and monitor success measures for adoption, operational performance, colleague experience, and business value
- Support change management, communications, training, documentation, and adoption
- Help maintain platform standards, configuration practices, documentation, controls, and governance processes
- Identify and communicate product risks, issues, dependencies, and tradeoffs to the Director and stakeholders
- Stay current on Verint capabilities, workforce management technology, automation, AI-enabled optimization, and industry best practices
- Influence cross-functional teams without direct authority and advocate for Workforce Management users and servicing colleagues
Requirements
What you’ll need- Proven hands-on experience working with Verint Workforce Management in a large-scale contact center environment, including platform configuration, administration, implementation, optimization, or product ownership
- Bachelor's degree in Business, Operations, Information Systems, Engineering, or a related field; equivalent professional experience considered
- Proven experience in Workforce Management, Contact Center Operations, Product Management, Technology, or a related discipline
- Experience as a Product Owner, Product Manager, Business Product Owner, or similar role supporting an enterprise technology platform
- Strong understanding of forecasting, scheduling, intraday management, staffing, capacity planning, and performance optimization
- Experience translating business requirements into product features, user stories, acceptance criteria, and prioritized product backlogs
- Experience with Agile product development methodologies, including backlog refinement, sprint planning, testing, release planning, and product demonstrations
- Experience partnering with Technology and business teams to deliver complex platform enhancements or implementations
- Strong analytical and problem-solving skills using operational data, KPIs, and user insights
- Ability to manage multiple priorities, dependencies, and stakeholders in a complex, highly matrixed environment
- Strong written and verbal communication skills
- Demonstrated ability to build effective relationships and influence cross-functional partners
- Employment eligibility to work with American Express in the United States is required; visa sponsorship is not available
- Preferred: advanced Verint configuration, administration, or implementation experience
- Preferred: Verint Workforce Management certification or equivalent advanced platform expertise
- Preferred: enterprise-scale Verint implementations, upgrades, cloud migrations, or SaaS modernization experience
- Preferred: Verint integrations with telephony, CRM, routing, HR, data, or digital servicing platforms
- Preferred: AI-enabled workforce optimization, forecasting, automation, intelligent scheduling, or intraday management experience
- Preferred: product metrics, dashboards, and measurement frameworks experience
- Preferred: large-scale global contact center experience
- Preferred: familiarity with NICE, Calabrio, or Genesys
- Preferred: financial services or regulated-industry experience
Benefits
Comp & perks- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through the Healthy Minds program
- Career development and training opportunities