Principal Software Delivery Proj/Prog Mgmt

About the role

The Principal Software Delivery Project/Program Manager serves as an investigative subject matter expert for IVR and Conversational AI analytics, performance optimization, and customer journey intelligence across the voice channel. Combining deep expertise in customer experience design, business logic, routing strategies, authentication flows, and data architecture, this role transforms complex behavioral and operational data into actionable insights that drive informed decision-making and measurable business outcomes.

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.
• 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.

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
• Advanced proficiency in Snowflake, Power BI, SQL, Kibana, or comparable analytics and visualization tools, with experience translating complex data into actionable business insights
• Ability to translate complex data findings into executive-ready insights, recommendations, and measurable improvement opportunities

Preferred Qualifications

• Demonstrated expertise 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

Key Leadership Traits

• Investigative mindset with strong ownership and curiosity
• Ability to translate ambiguity, data complexity, and system behavior into clear action plans
• Executive communication skills with the ability to simplify complex findings
• Data-driven decision making focused on measurable customer experience and operational outcomes
• Collaborative leadership style with the ability to influence across matrixed teams

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

Pay

The salary range for this position is $128,400.00 - $215,800.00 USD Annual.

Schedule

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. Weekly hours are 40, and the time type is regular.