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.

At AT&T we reimagine the communications and technologies that connect the world. Our Consumer Technology eXperience team delivers innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and join us on our mission to be the best connectivity provider through 5G and Fiber. When you step into a career with AT&T, you won’t just imagine the future- you’ll create it. 

About the Team:

The Virtual Assistant team is committed to delivering an intelligent, personalized, and proactive virtual assistant that boosts call deflection and generates incremental digital sales revenue in the customer service domain.  Our mission is to delight customers with personalized experiences powered by cutting-edge AI based digital tools, ensuring quick and accurate issue resolution while reducing the burden on live support agents. We leverage innovative technologies such as AI and Machine learning, that amplify our best opportunities for success, aiming to revolutionize customer service experience while driving efficiency and growth for our organization. 

About the Job:   

We are seeking a visionary Principal – Technical Product Manager to lead the strategy and execution of innovative customer service virtual assistant solutions. In this role, you will oversee the end-to-end product lifecycle—driving the architectural direction, product definition, and go-to-market strategy for AI-driven virtual assistants. Your leadership will be pivotal in aligning cross-functional teams, translating business objectives and market needs into robust product requirements, and ensuring seamless integration of cutting-edge AI frameworks such as Google NGA/ADK to deliver intent-less, agentic AI experiences.

You will play a critical role in shaping the product roadmap, managing stakeholder expectations, and maximizing customer value by continuously enhancing the customer service journey. As a key member of our dynamic and collaborative team, you will champion innovation, facilitate effective communication across technical and business stakeholders, and steer the adoption of emerging technologies to keep our offerings at the forefront of the industry. Your efforts will directly impact customer satisfaction, drive AI-enabled sales revenue, and transform the way users interact with our virtual assistant solutions.

We are seeking a visionary Principal – Technical Product Manager to lead the strategy and execution of innovative customer service virtual assistant solutions. In this role, you will oversee the end-to-end product lifecycle—driving the architectural direction, product definition, and go-to-market strategy for AI-driven virtual assistants. Responsible for driving the development, execution, and lifecycle management of specific products/services, ensuring alignment with market needs and business objectives, and managing the business case and P&L to deliver high-quality solutions and maximize customer value. These are products and/or services that AT&T sells to residential, small to large business and/or global business customers. Your leadership will be pivotal in aligning cross-functional teams, translating business objectives and market needs into robust product requirements, and ensuring seamless integration of cutting-edge AI frameworks such as Google NGA/ADK to deliver intent-less, agentic AI experiences.

You will play a critical role in shaping the product roadmap, managing stakeholder expectations, and maximizing customer value by continuously enhancing the customer service journey. As a key member of our dynamic and collaborative team, you will champion innovation, facilitate effective communication across technical and business stakeholders, and steer the adoption of emerging technologies to keep our offerings at the forefront of the industry. Your efforts will directly impact customer satisfaction, drive AI-enabled sales revenue, and transform the way users interact with our virtual assistant solutions.

What you’ll do:

• Product Lifecycle Management:
  • Manage the entire product lifecycle from initial concept through development, launch, and end-of-life, ensuring seamless transitions through each stage and ongoing product performance.
  • Responsible for managing budgets, acquiring estimates, and handling requests for funding through the capital process.
  • Coordinate with design, process, manufacturing, test, quality, sales support, and marketing as the products move to production and distribution.
    
• Define and Document Requirements:
  • Translate and document customer and technical requirements into final product designs, prepare and present comprehensive business cases, and provide detailed product requirements, user stories, and acceptance criteria.
  • Analyze customer needs and identify priorities for new products or services and enhancements.
    
• Conduct Market Research and Analysis:
  • Perform in-depth market research and competitive analysis to identify trends, addressable revenue potential, customer segments, and opportunities for new products or features.
  • Conduct research and analysis on defined markets, including volumes and revenue results.
    
• Develop and Maintain Product Roadmaps:
  • Create and maintain detailed product roadmaps, service guides, product documentation, results reports/analysis, and project plans, ensuring alignment with market needs and business objectives.
  • Define and drive initiatives to grow revenue and margin.
    
• Collaborate with Stakeholders and UX Design:
  • Partner with business, technology, UX teams, and 3rd party technology partners to design or modify products, ensuring a high-quality user experience, alignment with budget and schedule specifications, and effective cross-functional collaboration.
  • Work with Management, Technology Development, Contracting, Legal, Product Marketing, and Business or Consumer Teams to develop strategies. Negotiate with vendors to improve the product cost structure, feature functions and delivery timelines.
    
    

What you’ll need:

Required Qualifications:

• 10++ years of experience in managing AI-driven product development and lifecycle, with a strong focus on leveraging advanced technologies such as GenAI, LLM Models, and Agentic AI frameworks (e.g., NGA, ADK, LangChain, LangGraph).
• Bachelor’s degree in business, computer science, engineering, or a related field preferred.
• Demonstrated expertise in collaborating with cross-functional teams to define, document, and translate customer and technical requirements into innovative AI-powered product solutions.
• Experience overseeing the integration and deployment of AI/ML solutions, including cloud-based platforms (GCP, Azure, AWS) and AI/ML development tools.
• Proven ability to conduct market research and competitive analysis to identify opportunities for AI-driven products or features that maximize customer value and align with business objectives.
• Strong understanding of AI/ML product analytics, evaluation, and testing methodologies, including hands-on experience with observability and annotation tools.
• Excellent written and verbal communication skills, with the ability to articulate complex AI concepts and strategies to technical and non-technical stakeholders.
• Demonstrated experience in mentoring and providing leadership to multidisciplinary teams, fostering innovation and driving adoption of emerging AI technologies.
• Exceptional problem-solving and analytical skills, with a track record of delivering high-impact AI solutions in a dynamic, collaborative environment.
• An expert in their field, applying broad business knowledge and strategic insight surrounding emerging trends and technologies to solve complex problems and drive organizational results.
• Leads critical, high-impact projects and designs/implements innovative business strategies.
• Works with minimal oversight, frequently consulting senior leadership and influencing executive decisions.
• Serves as a mentor and assists others with challenging issues.

Nice to have skills:

• Google CCAI platform (DialogFlow), Vertex AI, NGA, ADK, Graph QL, BigQuery, Conversation Graph, LLM as Judge.

Supervisor: No

Our Principal Tech Product Mgr, 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-

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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.