Lead Software Delivery Project/Program Mgmt
About The Position
The Lead Software Delivery Project/Program Management supports IVR and conversational AI initiatives across the voice customer journey. The role operates as a data-driven investigator and solution enabler, translating complex behavioral, business logic, routing, authentication, and conversational data into actionable insights that improve IVR performance, self-service outcomes, and overall customer experience. In this capacity, the role provides critical analytical support for high-priority initiatives, validates post-release performance of new IVR features, identifies optimization opportunities across caller interactions, and enables reusable data assets that help cross-functional teams make faster, better-informed decisions.
Requirements
- 5+ years of experience in technical program/project management, analytics, or customer experience optimization.
- Experience supporting IVR, conversational AI, contact center, customer care, or digital self-service platforms
- Strong analytical skills with the ability to interpret caller behavior, system logic, performance trends, and customer journey data
- Ability to translate complex data findings into executive-ready insights, recommendations, and measurable improvement opportunities
- Must be Fluent in Spanish
Nice To Haves
- Hands-on experience with Snowflake, Power BI, SQL, Kibana, or comparable analytics and visualization tools
- Familiarity with conversational AI platforms, IVR routing logic, caller intent capture, authentication flows, or self-service containment strategies
- Experience building reusable dashboards, analytical frameworks, reporting models, or data assets that support broad team adoption
- Telecom, customer care, voice channel, or enterprise contact center experience
Responsibilities
- Lead deep-dive investigations across the voice customer journey to understand caller behavior, business rule impacts, routing outcomes, authentication performance, escalation patterns, and self-service containment opportunities. Translate findings into clear, actionable recommendations that support customer experience design and operational decision-making.
- Develop and leverage analytics frameworks using platforms such as Snowflake, Power BI, and related data tools to evaluate caller interactions, measure feature effectiveness, monitor post-release performance, and identify trends that inform optimization across call steering, containment, authentication, and assisted-service handoff flows.
- Identify optimization opportunities within IVR routing, self-service experiences, caller intent capture, containment strategies, and conversational AI logic. Partner with stakeholders to prioritize improvements, validate expected outcomes, and support continuous refinement of the customer journey.
- Partner across Product, Development, Analytics, Care, and external platform teams to interpret performance data, clarify business logic implications, inform routing and experience design decisions, and enable solutions that improve customer and operational outcomes.
- Prepare concise executive-level insights, performance summaries, impact assessments, and recommendation readouts for high-priority initiatives. Support rapid turnaround analysis when production behavior, release performance, customer experience, or business outcomes require immediate investigation.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
