Miratech
Associate Product Manager, Workforce Management (Verint)
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Company Description
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 an Associate Product Manager, Workforce Management (Verint) to support the execution and continuous improvement of Workforce Management products and platforms. This role will work closely with Product Management, Operations, Technology, Analytics, and business stakeholders to translate business requirements into product features and user stories. The ideal candidate will have experience with Agile methodologies, workforce management processes, enterprise platforms, and cross-functional product delivery.
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.
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Qualifications
- 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 working with Agile methodologies, including writing user stories and participating in backlog refinement and sprint planning.
- Strong analytical and problem-solving skills with the ability to use data to support business decisions.
- Experience gathering business requirements and collaborating with cross-functional teams.
- Strong communication and organizational skills with the ability to manage multiple priorities.
- Proficiency with Microsoft Excel and PowerPoint; familiarity with Jira, Azure DevOps, or similar Agile tools.
- Experience working 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.
Nice to Have:
- Experience supporting contact center operations or workforce management functions.
- Familiarity with workforce management concepts such as 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 reporting and analytics tools such as Power BI, Tableau, or SQL.
- Demonstrated ability to learn new technologies quickly and collaborate in a fast-paced, cross-functional environment.
- Passion for improving operational efficiency and delivering customer-centric solutions.
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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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