Assoc Director- Contact Center Technology -Voice & Digital

AT&T • Plano, TX

28d • Onsite

About The Position

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. About the Company: Join AT&T and help shape the future of communications and technology that connect the world. We value innovators who seek to explore the unknown and challenge the status quo. Bring your bold ideas and fearless spirit to redefine connectivity and transform how people share stories and experiences. At AT&T, you won’t just imagine the future—you’ll build it. What you’ll do: The Associate Director leads a high-performing team of contact center technology professionals responsible for the design, development, delivery, support, and optimization of enterprise Contact Center Voice and Chat infrastructure, Reporting, and Agent/Expert desktop applications. This role owns critical lines of business, drives modernization, and ensures stable day-to-day operations while advancing next-generation capabilities (cloud, AI, and modern engineering practices).

Requirements

• Strong written and verbal communication with peers, teams, senior leadership, and stakeholders.
• Ability to negotiate complex technology and business issues and drive alignment across groups.
• Strong operational leadership with proven ability to multitask, manage crises, and lead resolution.
• Financial acumen: ability to manage budgets, forecast needs, and assess project financial requirements.
• Working proficiency with Excel, Word, and PowerPoint.
• 10+ years of technology experience.
• 5+ years of direct supervisory/people management experience.
• Prior technology leadership experience in a large enterprise environment.

Nice To Haves

• Contact center routing/IVR platform experience with Genesys, Avaya, Cisco, or NICE.
• Experience integrating or working with Salesforce in a contact center environment

Responsibilities

• Lead advanced, career-level IT professionals in designing, developing, supporting, and maintaining complex contact center platforms and applications.
• Own day-to-day operational execution of initiatives; ensure system stability, integrity, availability, and performance.
• Provide Tier 3 outage oversight, escalation management, and crisis resolution through to restoration and root-cause actions.
• Coach and develop talent through regular feedback, performance reviews, and career development planning.
• Influence people decisions including hiring, promotions, disciplinary actions, and compensation recommendations.
• Drive end-to-end solution delivery from business requirements through implementation and support, using Agile practices and modern SDLC approaches.
• Partner with business stakeholders and IT organizations to identify challenges, define technical strategies, and align solutions to business outcomes.
• Contribute to discussions and planning for next-generation technology adoption (e.g., cloud architecture and AI-enabled capabilities).
• Deliver new and improved functionality across mission-critical lines of business.
• Lead project execution including business case input, requirements definition, planning, funding alignment, resource allocation, and budget tracking.
• Participate in governance and change forums (e.g., TRB/CRB), ensuring readiness, risk assessment, and smooth deployment.
• Assign resources and support SOW engagements and intake processes (e.g., Front Door).
• Own workforce planning, staffing support, interview loops, and hiring execution.
• Manage attendance, presence, exception time (INFOR), and workforce reporting.
• Partner with Security Vulnerability Management (SVM) to prioritize risk reduction and remediation activities.
• Review/approve user access and administrative rights; oversee role-based permissions, asset management, and COU requests.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director