{"schemaVersion":"jobsearcher.job.v1","id":"72d8ed5fb67f33b4251ce913","url":"https://jobsearcher.com/jobs/72d8ed5fb67f33b4251ce913","canonicalUrl":"https://jobsearcher.com/jobs/72d8ed5fb67f33b4251ce913","title":"Lead Conversational AI Analytics & Optimization Manager","description":"Lead Conversational AI Analytics & Optimization Manager\nPosition Overview\nThe Lead Conversational AI Analytics & Optimization Manager 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.\nIn 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.\n\nKey Responsibilities\nIVR & Conversational AI Investigation\nLead 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.\n\nData Analytics & Performance Optimization\nDevelop 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.\n\nPerformance Optimization & Continuous Improvement\nIdentify 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.\n\nCross-Functional Partnership & Solution Enablement\nPartner 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.\n\nExecutive Insights & High-Priority Initiative Support\nPrepare 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.\n\nRequired Qualifications\n\n5+ years of experience in technical program/project management, analytics, or customer experience optimization.\n\nExperience supporting IVR, conversational AI, contact center, customer care, or digital self-service platforms\n\nStrong analytical skills with the ability to interpret caller behavior, system logic, performance trends, and customer journey data\n\nAbility to translate complex data findings into executive-ready insights, recommendations, and measurable improvement opportunities\n\nMust be Fluent in Spanish\n\nPreferred Qualifications\n\nHands-on experience with Snowflake, Power BI, SQL, Kibana, or comparable analytics and visualization tools\n\nFamiliarity with conversational AI platforms, IVR routing logic, caller intent capture, authentication flows, or self-service containment strategies\n\nExperience building reusable dashboards, analytical frameworks, reporting models, or data assets that support broad team adoption\n\nTelecom, customer care, voice channel, or enterprise contact center experience\n\nKey Leadership Traits\n\nInvestigative mindset with strong ownership and curiosity\n\nAbility to translate ambiguity, data complexity, and system behavior into clear action plans\n\nExecutive communication skills with the ability to simplify complex findings\n\nData-driven decision making focused on measurable customer experience and operational outcomes\n\nCollaborative leadership style with the ability to influence across matrixed teams\n\nThis 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.\n\nOur Lead Software Delivery Proj/Prog Mgmt jobs earn between $116,700.00 - $196,100.00 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.\n\nJoining our team comes with amazing perks and benefits:\n\nMedical/Dental/Vision coverage\n\n401(k) plan\n\nTuition reimbursement program\n\nPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)\n\nPaid Parental Leave\n\nPaid Caregiver Leave\n\nAdditional sick leave beyond what state and local law require may be available but is unprotected\n\nAdoption Reimbursement\n\nDisability Benefits (short term and long term)\n\nLife and Accidental Death Insurance\n\nSupplemental benefit programs: critical illness/accident hospital indemnity/group legal\n\nEmployee Assistance Programs (EAP)\n\nExtensive employee wellness programs\n\nEmployee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone\n\nWeekly Hours: 40\n\nTime Type: Regular\n\nLocation: Atlanta, Georgia, Dallas, Texas\n\nSalary Range: $116,700.00 - $196,100.00\n\nAT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.\n\n#J-18808-Ljbffr","company":"AT&T","rawCompany":"att","city":"Dallas","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-08-08T03:20:57.141Z","occupations":[{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"},{"code":"15-2031.00","title":"Operations Research Analysts","slug":"operations-research-analysts"},{"code":"15-2051.00","title":"Data Scientists","slug":"data-scientists"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"561421","title":"Telephone Answering Services","slug":"telephone-answering-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Lead Conversational AI Analytics & Optimization Manager","description":"Lead Conversational AI Analytics & Optimization Manager\nPosition Overview\nThe Lead Conversational AI Analytics & Optimization Manager 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.\nIn 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.\n\nKey Responsibilities\nIVR & Conversational AI Investigation\nLead 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.\n\nData Analytics & Performance Optimization\nDevelop 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.\n\nPerformance Optimization & Continuous Improvement\nIdentify 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.\n\nCross-Functional Partnership & Solution Enablement\nPartner 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.\n\nExecutive Insights & High-Priority Initiative Support\nPrepare 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.\n\nRequired Qualifications\n\n5+ years of experience in technical program/project management, analytics, or customer experience optimization.\n\nExperience supporting IVR, conversational AI, contact center, customer care, or digital self-service platforms\n\nStrong analytical skills with the ability to interpret caller behavior, system logic, performance trends, and customer journey data\n\nAbility to translate complex data findings into executive-ready insights, recommendations, and measurable improvement opportunities\n\nMust be Fluent in Spanish\n\nPreferred Qualifications\n\nHands-on experience with Snowflake, Power BI, SQL, Kibana, or comparable analytics and visualization tools\n\nFamiliarity with conversational AI platforms, IVR routing logic, caller intent capture, authentication flows, or self-service containment strategies\n\nExperience building reusable dashboards, analytical frameworks, reporting models, or data assets that support broad team adoption\n\nTelecom, customer care, voice channel, or enterprise contact center experience\n\nKey Leadership Traits\n\nInvestigative mindset with strong ownership and curiosity\n\nAbility to translate ambiguity, data complexity, and system behavior into clear action plans\n\nExecutive communication skills with the ability to simplify complex findings\n\nData-driven decision making focused on measurable customer experience and operational outcomes\n\nCollaborative leadership style with the ability to influence across matrixed teams\n\nThis 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.\n\nOur Lead Software Delivery Proj/Prog Mgmt jobs earn between $116,700.00 - $196,100.00 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.\n\nJoining our team comes with amazing perks and benefits:\n\nMedical/Dental/Vision coverage\n\n401(k) plan\n\nTuition reimbursement program\n\nPaid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)\n\nPaid Parental Leave\n\nPaid Caregiver Leave\n\nAdditional sick leave beyond what state and local law require may be available but is unprotected\n\nAdoption Reimbursement\n\nDisability Benefits (short term and long term)\n\nLife and Accidental Death Insurance\n\nSupplemental benefit programs: critical illness/accident hospital indemnity/group legal\n\nEmployee Assistance Programs (EAP)\n\nExtensive employee wellness programs\n\nEmployee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone\n\nWeekly Hours: 40\n\nTime Type: Regular\n\nLocation: Atlanta, Georgia, Dallas, Texas\n\nSalary Range: $116,700.00 - $196,100.00\n\nAT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.\n\n#J-18808-Ljbffr","datePosted":"2026-08-08T03:20:57.141Z","dateModified":"2026-08-08T03:20:57.141Z","hiringOrganization":{"@type":"Organization","name":"AT&T","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Dallas","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"72d8ed5fb67f33b4251ce913"},"url":"https://jobsearcher.com/jobs/72d8ed5fb67f33b4251ce913"}}