Principal Software Delivery Proj/Prog Manager

At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

Principal Software Delivery Proj/Prog Manager

Overall Purpose:
This job family should be limited to technical organizations only. Responsible for implementing, improving, supporting, and leading the processes, strategies, communications, and tools for technical organizations to enhance operational efficiency and competitive advantage in technical business areas. Must have thorough knowledge of the technical organization including processes, procedures, tools, applications, and systems, coupled with a strong business background to fully support the technical organization.

Key Roles and Responsibilities: Typical tasks may include, but are not
limited to, the following:

• Internal Process Design and Implementation: Define, design, and
implement processes and process improvements within the technical
organization. Deploy tools and implement Agile methodology.

• Compliance Support: Create and manage compliance policies,
standards, and processes; manage audit and compliance reviews; conduct
process and quality reviews and audits; conduct vendor management and
relations; oversee disaster recovery and business continuity planning.

• Financial Oversight: Conduct financial modeling and analysis,
prepare and review business cases, and manage IT project management, front
door processes, and financials.

• Analysis and Reporting: Develop and maintain metrics, scorecards,
and performance analyses; identify performance gaps and recommend
solutions.

• Planning and Strategy: Coordinate infrastructure programs and manage
roadmaps; engage in strategic and tactical planning activities; create
communications for technical organizations.

• Lead complex cross-functional initiatives supporting IVR, contact routing, digital servicing, AI-assisted customer experiences, and customer contact platforms.
   
• Partner across Technology, Care Operations, Product, Strategy, Workforce Management, and Vendor organizations to align business objectives with technical execution.
   
• Drive end-to-end delivery of customer experience improvements from ideation through production implementation and benefit realization.

• Translate high-level business objectives into actionable technical requirements and implementation plans.

• Coordinate activities across architecture, development, testing, operations, and vendor teams to ensure successful delivery.

• Drive resolution of complex technical, operational, and organizational dependencies. Validate that proposed solutions meet business needs and can be operationalized effectively.

• Experience supporting contact center technologies, IVR platforms, call routing, workforce optimization, customer experience technologies, conversational AI, chat platforms, or telecommunications environments.
   
• Demonstrated success leading large-scale, cross-functional technology initiatives involving multiple stakeholder groups and delivery organizations

Job Contribution:
An expert in their field, applying broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results. Leads critical, high-impact projects and designs and implements innovative business strategies.

Works with minimal oversight, frequently consulting senior leadership and
influencing executive decisions. Serves as a mentor and assists others with
challenging issues. Supervisor: No.

TCP Career Step Differentiator: Manages very complex technical
business management processes such as data analysis and reporting, financial management, and front door processes for the largest and most complex segments, making recommendations for major improvements.

Education/Experience: Bachelor’s degree (BS/BA) desired in Computer
Science or Business. 7+ years of related experience. Certification is
required in some areas.

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