Principal Conversational AI Analytics & Optimization Manager at AT&T
Overview
The Principal Conversational AI Analytics & Optimization Manager leads investigative analysis of IVR and Conversational AI systems to transform behavioral data into actionable insights driving customer experience and operational outcomes. This role combines deep expertise in customer journey intelligence with hands-on experience in data architecture and business logic optimization. Successful candidates will develop innovative frameworks while collaborating across product development and analytics teams.
What You'll Do9
- 1Lead deep-dive investigations across the voice customer journey to analyze caller behavior and business rule impacts
- 2Develop analytics frameworks using Snowflake and Power BI to evaluate feature effectiveness and monitor post-release performance
- 3Identify optimization opportunities within IVR routing and self-service experiences through systematic analysis
- 4Partner with Product Development and Care teams to prioritize improvements based on performance data
- 5Prepare executive-level insights and recommendations for high-priority initiatives requiring rapid turnaround analysis
- 6Create reusable analytical frameworks and reporting views that support team-wide adoption and decision-making
- 7Translate complex data findings into clear actionable recommendations for operational stakeholders
- 8Drive continuous improvement of conversational AI logic and authentication flows through evidence-based approaches
- 9Collaborate with cross-functional teams to implement solutions that enhance customer experience and operational efficiency
Requirements9
- 15+ years of experience in technical program management or analytics with focus on customer experience optimization
- 2Proven track record supporting IVR conversational AI platforms and contact center technologies
- 3Expertise in interpreting caller behavior data and translating findings into business outcomes
- 4Advanced proficiency in Snowflake Power BI SQL and Kibana for data analysis and visualization
- 5Ability to build analytical frameworks and reusable dashboards for team-wide access
- 6Experience developing documentation and guidance for cross-functional implementation
- 7Strong understanding of authentication flows and self-service containment strategies
- 8Telecom industry experience preferred with customer care or voice channel exposure
- 9Demonstrated ability to work in matrixed environments with remote collaboration capabilities
Salary Insight
$128 - $216k per year
Location
Required Skills
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