AT&T

Lead System Integration

AT&T$130K — $196K *
Healthcare
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 5-7 years of project management experience in technology or operations
  • Proven ability to drive user adoption and change management efforts
  • Strong analytical skills for operational performance metrics
  • Exceptional communication skills for executive presentations
  • Experience with AI and automation in operational contexts
  • Familiarity with digital transformation initiatives and customer experience enhancement
  • Ability to collaborate across multiple business functions

Responsibilities

  • Lead strategies for adopting new tools in frontline care organizations
  • Identify and resolve workflow pain points with operations leaders
  • Drive readiness activities including training and communications
  • Monitor adoption metrics for tool enhancement recommendations
  • Liaise between business stakeholders and technology teams
  • Define success metrics and operational outcomes for enhancements
  • Develop reporting on business value and transformation progress

Benefits

  • Medical/Dental/Vision coverage
  • 401(k) plan
  • Tuition reimbursement program
  • At least 23 days of vacation and 9 paid holidays per year
  • Paid Parental and Caregiver Leave
  • Adoption Reimbursement
  • Disability Benefits
  • Life and Accidental Death Insurance
  • Employee Assistance Programs (EAP)
  • Extensive wellness programs and discounts on AT&T services
Full Job Description

Lead System Integration

ACC/BSSe Care Enablement & Frontline Experience Transformation

We are seeking a project manager to join our team in driving the evolution of ACC (Customer Connect) and the Next Gen Biller (BSSe) capabilities across frontline care organizations. This role will lead Care Enablement efforts that simplify agent experiences, improve customer outcomes, accelerate adoption of new technologies, and support large-scale enterprise transformation initiatives.

The successful candidate will work across Product, Technology, Operations, Training, Vendor Partners, and Business stakeholders to ensure ACC capabilities deliver measurable value to frontline teams while supporting broader digital transformation objectives.

Key Responsibilities

Frontline Experience & Enablement

  • Lead adoption and enablement strategies for new tool capabilities impacting frontline care organizations.
  • Partner with operations leaders to identify pain points and opportunities to improve agent workflows.
  • Drive readiness activities, including communications, training alignment, knowledge management, and change management.
  • Monitor adoption metrics and recommend enhancements that improve usability and operational efficiency.

Product & Transformation Leadership

  • Serve as a liaison between business stakeholders and technology delivery teams.
  • Define business requirements, success metrics, and operational outcomes for tool enhancements.
  • Support roadmap prioritization aligned to customer experience, agent experience, and business objectives.
  • Identify opportunities to leverage AI, automation, and workflow optimization within tool experiences.

Operational Performance

  • Analyze operational metrics including handle time, transfer rates, containment, escalation trends, and customer satisfaction impacts.
  • Develop executive-level reporting that demonstrates business value and transformation progress.
  • Partner with care organizations to drive continuous improvement initiatives.

Change Management & Communications

  • Create executive-ready presentations, status updates, and business cases.
  • Develop launch strategies and adoption plans for new capabilities.
  • Ensure frontline feedback is incorporated into future product iterations.

Keywords: ACC, Customer Connect, BSSe, Next Gen, Care Enablement, Frontline Experience, Product Management, Contact Center Operations, Change Management, Digital Transformation, AI Enablement, Customer Experience, Care Operations, Readiness, Adoption Strategy, CareOps+.

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.

Our Lead Systems Integration jobs earn between $130,700.00 - $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.

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

Weekly Hours:

40

Time Type:

Regular

Location:

Dallas, Texas

Salary Range:

$130,700.00 - $196,100.00

About AT&T

Cricket Wireless is a U.S.-based company that offers prepaid wireless voice, text, and data services. Cricket Wireless was founded in 1999 by Leap Wireless International, Inc. Currently, it operates as a subsidiary of AT&T Inc.

AT&T Careers

Joining AT&T means becoming part of a global team known for driving innovation and leading the telecommunications industry. It's an opportunity to grow your career at one of the most diverse and resource-rich companies in the world. Work You'll Do At AT&T, we're not just about phone lines and data plans. We're about connecting people and fostering relationships. As a member of our team, you'll help deliver cutting-edge solutions across various sectors, ensuring that our services are not only available but also transformative. Lead with Innovation Embrace a role at AT&T where technology meets creativity. Our professionals lead the market in developing and deploying technology solutions that transform how people communicate and do business. We are pioneers in creating new paths for technology, with a focus on sustainable and responsible innovation. Join a Diverse and Inclusive Team AT&T is committed to diversity and inclusion, ensuring that all employees can thrive. We are proud to offer diversity training and leadership programs that empower our team members to grow professionally and personally. Our culture is one of inclusivity, where every voice is heard and valued. Explore Job Opportunities Whether you're looking for an entry-level position or a more senior role, AT&T offers a range of job opportunities across various fields. From engineering to marketing, our team is composed of skilled professionals who are leaders in their respective areas. Internship Programs Kickstart your career with an AT&T internship. Gain hands-on experience, work on real projects, and learn from leaders in the industry. Our internships provide a robust platform for learning and growth, helping you build skills that are crucial for future success. Benefits and Growth AT&T is dedicated to the growth and development of its employees. We offer comprehensive benefits, including health care, retirement plans, and continuous professional development opportunities. With resources like career coaching and resume workshops, we support your journey every step of the way. Networking and Professional Development Expand your professional network within AT&T through various networking events, mentorship opportunities, and collaborative projects. Our focus on career development is designed to help you reach your professional goals, enhancing your skills and preparing you for leadership roles. Stay Connected Join Our Team Discover the career you've always wanted by exploring the open positions at AT&T. We are constantly on the lookout for passionate, innovative, and driven individuals to join our team. Check out our current job listings and find where your skills and interests align with our needs. Keep Up to Date Stay informed with the latest career tips, company news, and industry insights—all from the professionals who are part of our team. AT&T is a place where you can make an impact, leading the way in the telecommunications industry. Job Alert Emails Customize your experience by signing up for job alerts that match your career preferences. Stay ahead of the curve and be the first to know about exciting and rewarding opportunities at AT&T. At AT&T, your career is poised for success, equipped with the right tools, culture, and team to make it happen. Join us and be part of a company that values innovation, leadership, and a diverse workforce.
Learn more about AT&T
Size
203,000 employees
Market Cap
$131.2 billion
Industry
Net Income
-$5.1 billion
Founded
1983
5 Year Trend
+0.6%
Revenue
$171.7 billion
NASDAQ

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