Principal Technical Product Manager

AT&T•Bothell, WA

27d•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. We are seeking a skilled Technical Product Manager (TPM) to support the implementation of innovative AI technologies in AT&T's ecommerce systems and contact centers across B2B contact center platforms. This individual will serve as the bridge between business stakeholders, engineering, and vendor teams to deliver scalable, AI-powered customer service experiences across voice, chat, and digital channels. The ideal candidate has a strong background in product management, conversational and agentic AI technologies, and enterprise-scale software integrations. You will be responsible for translating business goals into product requirements, managing end-to-end project delivery, and ensuring alignment between technical capabilities and business needs.

Requirements

Bachelor's degree (BS/BA) desired in Computer Science, IT-related fields, or Business.
5+ years of product management or technical program management experience, preferably in large enterprise environments.
2+ years working with Conversational AI, IVR systems, chatbots, or contact center platforms.
Experience with AI prototyping tools, such as Lovable, Figma Make, Bolt, and similar tools.
Experience with Google CCAI, Dialogflow CX, Cloud Functions, Contact Center AI Platform (CCAI-P), or similar tools.
Strong understanding of natural language understanding (NLU), intent modeling, and conversation design.
Ability to interpret analytics to drive iteration and improvement (conversion, containment rates, drop-offs, success rates).
Excellent communication skills with ability to manage cross-functional teams and external vendors.

Nice To Haves

Experience with next generation AI tools, such as Google Cloud Platform (GCP) ADK or NGA.
Technical background in software product management, software engineering, or computer science.
Knowledge of enterprise security, compliance, and privacy in ecommerce and contact center environments.
Experience implementing Voice Biometrics, Live Agent Handoff, or Omnichannel Orchestration.
Certification in product management or Google Cloud technologies a plus.
Master's degree is a plus.

Responsibilities

Lead innovative generative and agentic AI solutions in business ecommerce flows based on direct experience.
Develop product vision and strategy by understanding current performance, customer needs, market trends, and competitive landscape, and then translate into user stories aligned with business and customer experience goals.
Translate customer intents, digital trends, and call/chat flows into actionable product specs for development teams.
Collaborate with Google Cloud partners, engineering, UX, QA, and operations to ensure timely and accurate implementation.
Manage backlog and sprint priorities, ensuring a clear product roadmap with MVP and phased releases.
Oversee integration with enterprise systems (billers, CRM, telephony platforms, analytics, etc.).
Monitor and report KPIs such as conversion, revenue, containment rate, CSAT, and automation success rate.
Drive testing and validation of conversational flows, NLU/NLP performance, and system integrations.
Manage vendor relationships and coordinate with Google Cloud support and professional services.
Document system configurations, design decisions, and product behavior for internal stakeholders.

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.