Lead Software Delivery Project/Program Mgmt

Position Overview

The Lead Software Delivery Project/Program Management supports IVR and conversational AI initiatives across the voice customer journey. The role operates as a data-driven investigator and solution enabler, translating complex behavioral, business logic, routing, authentication, and conversational data into actionable insights that improve IVR performance, self-service outcomes, and overall customer experience.

In this capacity, the role provides critical analytical support for high-priority initiatives, validates post-release performance of new IVR features, identifies optimization opportunities across caller interactions, and enables reusable data assets that help cross-functional teams make faster, better-informed decisions.
 

Key Responsibilities

 

IVR & Conversational AI Investigation

Lead deep-dive investigations across the voice customer journey to understand caller behavior, business rule impacts, routing outcomes, authentication performance, escalation patterns, and self-service containment opportunities. Translate findings into clear, actionable recommendations that support customer experience design and operational decision-making.

Data Analytics & Performance Optimization

Develop and leverage analytics frameworks using platforms such as Snowflake, Power BI, and related data tools to evaluate caller interactions, measure feature effectiveness, monitor post-release performance, and identify trends that inform optimization across call steering, containment, authentication, and assisted-service handoff flows.

Performance Optimization & Continuous Improvement

Identify optimization opportunities within IVR routing, self-service experiences, caller intent capture, containment strategies, and conversational AI logic. Partner with stakeholders to prioritize improvements, validate expected outcomes, and support continuous refinement of the customer journey.

Cross-Functional Partnership & Solution Enablement

Partner across Product, Development, Analytics, Care, and external platform teams to interpret performance data, clarify business logic implications, inform routing and experience design decisions, and enable solutions that improve customer and operational outcomes.

​Executive Insights & High-Priority Initiative Support

Prepare concise executive-level insights, performance summaries, impact assessments, and recommendation readouts for high-priority initiatives. Support rapid turnaround analysis when production behavior, release performance, customer experience, or business outcomes require immediate investigation.
 

Required Qualifications

• 5+ years of experience in technical program/project management, analytics, or customer experience optimization.
• Experience supporting IVR, conversational AI, contact center, customer care, or digital self-service platforms
• Strong analytical skills with the ability to interpret caller behavior, system logic, performance trends, and customer journey data
• Ability to translate complex data findings into executive-ready insights, recommendations, and measurable improvement opportunities
• Must be Fluent in Spanish

​Preferred Qualifications

• Hands-on experience with Snowflake, Power BI, SQL, Kibana, or comparable analytics and visualization tools
• Familiarity with conversational AI platforms, IVR routing logic, caller intent capture, authentication flows, or self-service containment strategies
• Experience building reusable dashboards, analytical frameworks, reporting models, or data assets that support broad team adoption
• Telecom, customer care, voice channel, or enterprise contact center experience
• Key Leadership Traits
• Investigative mindset with strong ownership and curiosity
• Ability to translate ambiguity, data complexity, and system behavior into clear action plans
• Executive communication skills with the ability to simplify complex findings
• Data-driven decision making focused on measurable customer experience and operational outcomes
• Collaborative leadership style with the ability to influence across matrixed teams

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Our Lead Software Delivery Proj/Prog Mgmt jobs earn between $116,700.00 - $196,100.00 USD Annual. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Weekly Hours:

40

Time Type:

Regular

Location:

Atlanta, Georgia, Dallas, Texas

Salary Range:

$116,700.00 - $196,100.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.