AT&T · 19 hours ago
Assoc Director- Contact Center Technology -Voice & Digital
Plano, TX
Full-time
Onsite
Director/Executive
$171K/yr - $287K/yr
10+ years expAT&T is a leading communications and technology company that seeks to innovate connectivity. The Associate Director will lead a team responsible for the design, development, and optimization of contact center technology, ensuring operational excellence and driving modernization efforts.
CollaborationCommunications InfrastructureMobileService IndustryTelecommunicationsWireless
Responsibilities
Lead advanced, career-level IT professionals in designing, developing, supporting, and maintaining complex contact center platforms and applications
Own day-to-day operational execution of initiatives; ensure system stability, integrity, availability, and performance
Provide Tier 3 outage oversight, escalation management, and crisis resolution through to restoration and root-cause actions
Coach and develop talent through regular feedback, performance reviews, and career development planning
Influence people decisions including hiring, promotions, disciplinary actions, and compensation recommendations
Drive end-to-end solution delivery from business requirements through implementation and support, using Agile practices and modern SDLC approaches
Partner with business stakeholders and IT organizations to identify challenges, define technical strategies, and align solutions to business outcomes
Contribute to discussions and planning for next-generation technology adoption (e.g., cloud architecture and AI-enabled capabilities)
Deliver new and improved functionality across mission-critical lines of business
Lead project execution including business case input, requirements definition, planning, funding alignment, resource allocation, and budget tracking
Participate in governance and change forums (e.g., TRB/CRB), ensuring readiness, risk assessment, and smooth deployment
Assign resources and support SOW engagements and intake processes (e.g., Front Door)
Own workforce planning, staffing support, interview loops, and hiring execution
Manage attendance, presence, exception time (INFOR), and workforce reporting
Partner with Security Vulnerability Management (SVM) to prioritize risk reduction and remediation activities
Review/approve user access and administrative rights; oversee role-based permissions, asset management, and COU requests
Qualification
Required
10+ years of technology experience
5+ years of direct supervisory/people management experience
Prior technology leadership experience in a large enterprise environment
Strong written and verbal communication with peers, teams, senior leadership, and stakeholders
Ability to negotiate complex technology and business issues and drive alignment across groups
Strong operational leadership with proven ability to multitask, manage crises, and lead resolution
Financial acumen: ability to manage budgets, forecast needs, and assess project financial requirements
Working proficiency with Excel, Word, and PowerPoint
Preferred
Contact center routing/IVR platform experience with Genesys, Avaya, Cisco, or NICE
Experience integrating or working with Salesforce in a contact center environment
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.
Company
AT&T
AT&T is a telecommunications company that provides wireless communications, internet and digital television services.
10001+ employees
H1B Sponsorship
AT&T has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (575)
2024 (586)
2023 (282)
2022 (450)
2021 (271)
2020 (162)
Funding
Current Stage
Public CompanyTotal Funding
$5.04BKey Investors
National Telecommunications and Information Administration
2025-09-19Post Ipo Debt· $5B
2024-02-12Grant· $42.3M
2023-01-19Grant· $2.2M
Leadership Team
Jeremy Legg
Chief Technology Officer
Pascal Desroches
Senior Executive Vice President and Chief Financial Officer
Recent News
24-7 Press Release Newswire
2026-01-24
Mobile World Live
2026-01-24
PCMag.com - Technology Product Reviews, News, Prices & Tips
2026-01-23
Company data provided by crunchbase