Senior IVR & Conversational AI Delivery Lead

AT&T; Atlanta (GA); On-site; USD 117,000 - 196,000; Full time

Benefits offered by this job

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays

Paid Parental Leave

Paid Caregiver Leave

Disability Benefits

Life and AD&D Insurance

Employee discounts

Wellness programs

Job summary

AT&T is seeking a Lead Software Delivery Project/Program Management professional in Atlanta to drive IVR and conversational AI initiatives across the voice customer journey. You will translate complex data into actionable insights, support high-priority projects, and validate post-release performance of new IVR features.

You will develop analytics frameworks using Snowflake, Power BI, and related tools to evaluate call flows, measure feature effectiveness, and guide optimization.

Qualifications

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

Responsibilities

• Lead investigations across the voice customer journey to understand caller behavior and routing impacts.
• Translate findings into actionable recommendations for customer experience design and operations.
• Develop analytics frameworks using Snowflake and Power BI to measure feature effectiveness and post-release performance.
• Identify optimization opportunities in IVR routing, self-service containment, and authentication flows.
• Partner with Product, Development, Analytics, Care, and external teams to implement solutions and enable data assets.

Skills

Experience in PM/Program mgmt

Analytics

IVR/conversational AI

Fluent in Spanish

Tools

Snowflake

Power BI

SQL

Kibana

Job description

AT&T is seeking a Lead Software Delivery Project/Program Management professional in Atlanta to drive IVR and conversational AI initiatives across the voice customer journey. You will translate complex data into actionable insights, support high-priority projects, and validate post-release performance of new IVR features.

You will develop analytics frameworks using Snowflake, Power BI, and related tools to evaluate call flows, measure feature effectiveness, and guide optimization.