Lead System Integration for Frontline Care Enablement

Cricket Wireless LLC.

Dallas, Northern (TX, KY)

Hybrid

USD 131,000 - 196,000

Full time

6 days ago

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Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement

Paid Time Off and Holidays

Paid Parental Leave

Adoption Reimbursement

Disability Benefits

Life Insurance

Employee Discounts up to 50%

Job summary

AT&T in Dallas, TX is seeking a Lead System Integration Manager to drive ACC/BSSe care enablement and frontline experience transformation. You will lead adoption strategies, align stakeholders, and deliver measurable value across product, technology, and operations.

This role focuses on change management, readiness, and AI-enabled workflow improvements. You will analyze metrics, develop executive reporting, and partner with care organizations to drive continuous improvement in customer and agent

Qualifications

Experience leading large-scale transformation initiatives.
Ability to define business requirements and success metrics.
Proven track record in improving frontline agent experiences.

Responsibilities

Lead adoption and enablement strategies for new tool capabilities impacting frontline care.
Partner with operations leaders to identify pain points and improve agent workflows.
Drive readiness activities: communications, training alignment, knowledge management, change management.
Monitor adoption metrics and recommend usability improvements.
Serve as liaison between business stakeholders and technology delivery teams.
Define requirements, success metrics, and outcomes for tool enhancements.
Support roadmap prioritization aligned to customer and agent experience.