Job Description:

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.

What You'll Do:

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.

What You'll Need:

• 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.

What You'll Bring:

• 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.

Preferred Qualifications:

• 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.

Our Principal Technical Product Manager, earns between $158,200-$237,400 USD Annual, not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.  

Joining our team comes with amazing perks and 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.

#LI-Onsite – Full-time office role-

 

Weekly Hours:

40

Time Type:

Regular

Location:

USA:WA:Bothell / 20205 North Creek Pkwy - Adm (bothell 8):20205 North Creek Pkwy

Salary Range:

$158,200.00 - $237,400.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.