Verint Workforce Management (WFM) Product Specialist
Product
Posted on Aug 8, 2026
Verint Workforce Management (WFM) Product Specialist
Type: Contract
Location: Nearest Client Delivery Center in the U.S.
Work Setting: Hybrid
Travel: Required
We are seeking an experienced Verint Workforce Management (WFM) Product Specialist to support a large-scale contact center modernization initiative. This is a product-facing, functional position focused on defining how forecasting, scheduling, capacity planning, adherence, and real-time workforce operations should be configured and managed within Verint WFM.
This is not a software development position. The ideal candidate is a hands-on Verint WFM subject-matter expert who can translate contact center operational requirements into product requirements, configuration decisions, user stories, and acceptance criteria.
Key Responsibilities
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Serve as the subject-matter expert for Verint Workforce Management within a cross-functional product team.
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Define WFM requirements across forecasting, scheduling, capacity planning, intraday management, adherence, and real-time monitoring.
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Translate business needs into product requirements, user stories, and acceptance criteria.
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Define WFM configuration rules, including shifts, skills, queues, service-level targets, adherence thresholds, and staffing logic.
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Support forecasting and capacity planning using call volumes, average handle time, demand patterns, and staffing requirements.
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Partner with technical teams on integrations across the broader contact center ecosystem, including ACD/routing, agent desktop, and reporting solutions.
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Support testing, validation, rollout, and operational adoption of new WFM capabilities.
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Identify opportunities to improve forecast accuracy, schedule quality, staffing efficiency, and overall WFM performance.
Required Qualifications
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5+ years of relevant Workforce Management experience and 10+ years of overall professional experience.
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Strong hands-on expertise with Verint Workforce Management (WFM).
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Strong understanding of forecasting, capacity planning, scheduling, shrinkage, adherence, service levels, and FTE/staffing calculations.
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Experience supporting WFM within a contact center or customer operations environment.
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Experience translating operational requirements into structured product requirements.
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Strong analytical skills with the ability to interpret workforce trends, metrics, and operational data.
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Strong communication skills with the ability to work across product, operations, business, and technical teams.
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Experience within banking or financial services.
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Verint WFM certification or equivalent formal training.
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Experience supporting a WFM platform migration or contact center transformation initiative.
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Familiarity with omnichannel WFM across voice and digital channels.
Ideal Candidate
The ideal candidate combines deep hands-on Verint WFM knowledge with a product-oriented mindset. You understand how contact centers actually use workforce management technology and can advise stakeholders on how Verint should be configured to achieve service-level, staffing, agent experience, and cost-efficiency objectives.
Additional Information
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Hybrid work environment
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U.S. Central Time business hours
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Travel required
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Video interview process
Additional Requirements
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Must be authorized to work in the United States without current or future sponsorship.
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No unsolicited third-party (C2C/C2H) submissions will be accepted.