Lead System Integration for Frontline Experience

AT&T; Dallas (TX); On-site; USD 131,000 - 196,000; Full time

Benefits offered by this job

Medical coverage

401(k) plan

Tuition reimbursement

Paid time off / Holidays

Parental leave

Caregiver leave

Adoption reimbursement

Disability benefits

Life insurance

Employee discounts

Wellness programs

AT&T service discounts

Job summary

AT&T in Dallas, TX seeks a project manager to drive evolution of ACC (Customer Connect) and Next Gen BSSe capabilities across frontline care organizations, leading Care Enablement to simplify agent experiences and accelerate adoption of new technologies.

The role collaborates with Product, Technology, Operations, Training, Vendors, and business stakeholders to ensure ACC delivers measurable value, supporting digital transformation across the enterprise.

Responsibilities

• Lead adoption and enablement strategies for new tool capabilities impacting frontline care organizations.
• Partner with operations leaders to identify pain points and opportunities to improve agent workflows.
• Drive readiness activities, including communications, training alignment, knowledge management, and change management.
• Monitor adoption metrics and recommend enhancements that improve usability and operational efficiency.
• Serve as a liaison between business stakeholders and technology delivery teams.
• Define business requirements, success metrics, and operational outcomes for tool enhancements.
• Support roadmap prioritization aligned to customer experience, agent experience, and business objectives.
• Identify opportunities to leverage AI, automation, and workflow optimization within tool experiences.
• Analyze operational metrics including handle time, transfer rates, containment, escalation trends, and customer satisfaction impacts.
• Develop executive-level reporting that demonstrates business value and transformation progress.
• Partner with care organizations to drive continuous improvement initiatives.
• Create executive-ready presentations, status updates, and business cases.
• Develop launch strategies and adoption plans for new capabilities.
• Ensure frontline feedback is incorporated into future product iterations.

Job description

AT&T in Dallas, TX seeks a project manager to drive evolution of ACC (Customer Connect) and Next Gen BSSe capabilities across frontline care organizations, leading Care Enablement to simplify agent experiences and accelerate adoption of new technologies.

The role collaborates with Product, Technology, Operations, Training, Vendors, and business stakeholders to ensure ACC delivers measurable value, supporting digital transformation across the enterprise.