7 days old

Senior Product Management & Development

At AT&T, were connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, youll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

About the Team

The AT&T Consumer Automation Team within the strategic platforms group crafts the automation product strategy and manages the development and deployment of automation solutions for Centers and Backoffice. The team is responsible for intake, evaluation, automation solutioning and delivery of complex business processes solving client pain-point opportunities against an ongoing agile product delivery roadmap. The team is assigned cost savings goals and annual targets and manages these KPIs on a continuous basis; gaining alignment from stakeholders and prioritizing the roadmap to achieve the desired business objectives. The team comprises of product leads, product managers, engineering and delivery leads managing the development and testing resources; broken by the areas of focus. The solutions managed and developed the team can be broadly classified into three distinct areas - systems automation, process automation and call center automation.

About the Job

Sr Product Management & Development Manager on the automation team researches, designs, plans, develops and evaluates new systems and process automation capabilities by translating and documenting business requirements into final product design. This position entails conducting comprehensive analysis of the customer needs, identifying solutions and defining optimal solutions for product execution and delivery teams, prioritizing new product capabilities or services or enhancements and definition of product functionality. This position is responsible for solutioning and designing production grade AI/ML automation solutions leveraging Google's agent assist/CCAI technologies for in-bound customer calls and outbound customer campaigns via a modeled voice bots (AAM) and drives adoption of the these technologies and platforms to meet the program's technology vision, roadmap and strategy. Work very closely with the business teams, engineering and platform teams, and product management colleagues in a Agile Development and delivery set up to maximize annually set program goals and objectives. May be responsible for managing budgets, acquiring project cost estimates and the requests for funding. Assigned the most complex products or product lines involving automation. Considered an AI/ML systems automation subject matter expert.

Responsibilities and Day-to-Day View

- Be responsible for the end-to-end product lifecycle for Google's Agent assist/Contact center AI and outbound calls automation solutions including design and deployment of solutions and campaign management

- Solution and design automations that will integrate and function effectively after comprehensive analysis of the business need

- Articulate and contribute to the automation program strategy

- Consolidate, rationalize and prioritize portfolio automation requirements into a program roadmap

- Collaborate closely with stakeholders and business owners through all stages of automation solutions lifecycle development, offering business context and insights, process optimization, providing clear and consistent priorities, working through tradeoffs and communicating plans and requirements effectively

- Design specifications and prioritize automation requirements such as API/microservices development needed for building the automation solution

- Own solutions roll out efforts with all stakeholders to create case studies, demos, training material, etc.

- Required to maintain a baseline of automation/AI/ML/NLP industry knowledge to advise on technical trends and techniques and apply them to the development of solutions

- Act as the automation program evangelist and a guide for application users


- At least 3 years hands on experience in automation applications/solutions design and development in a product focused role in an enterprise environment leveraging AI, ML, NLP technologies such as Google's dialogflow

- Working knowledge of Google's Conversational and Contact Center AI (CCAI) platform and product offerings in a big plus

- Working knowledge in at least one of the major Contact Center solutions such as NICE InContact, Twilio and Genesys etc.

- At least 3 years experience in product management of automation solutions including developing and delivering cloud-based product solutions and go-to-market/deployment strategy

- Ability to articulate PaaS solutions such as Twilio, Google CC Ai etc.

- Experience with Contact Center Operations and/or Contact Center Operations consulting strongly preferred

- Familiarity with Contact Center technologies such as Salesforce CRM, Sentiment Analysis, Speech Analytics, CRM integration preferred

- Understanding of dependent technologies that enable customer communications via various channels Inbound Voice, Outbound Voice, Email, Chat, SMS, Social etc. preferred

- Experience deploying and supporting Avaya CC technologies preferred

- Detail-oriented with strong analytical abilities and problem-solving skills

- Excellent understanding of the Agile software development and product management lifecycle of automation solutions, Jira Align and Jira Teams

- Working knowledge of implementing automation solutions in a cloud-based environment, Azure, GCP and/or AWS

- Experience in building analytics and reporting on Power BI and/or Tableau for automation performance analytics; building reporting databases and SQL

- Hands on experience in data modeling and data integration to support complex automation solutions and workflow applications

- Strong organization and time management skills while working in a rapid software development environment

- Excellent collaboration skills and can effectively work in a cross-functional team environment to achieve annually set OKRs/goals, deploy new automation capabilities on time and within budget, remove roadblocks, and cultivate a product delivery focus across AT&T consumer org through creativity and leadership

- Create and measure success metrics for both in-bound and out-bound programs, reporting against program goals

- Education: Preferred Bachelor of Science degree in Computer Science, Information Systems, Computer Engineering, Applied Science, Electrical Engineering, or Math; Developer nanodegree; or equivalent experience

AT&T is leading the way to the future for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, weve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.


Posted: 2022-05-10 Expires: 2022-06-09

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