Principal Software Delivery Project/Program Manager 

Principal Software Delivery Project/Program Manager 

Position Overview  

The Principal Software Delivery Project/Program Manager serves as a strategic leader within AT&T’s AI-powered customer experience transformation organization, responsible for leading the delivery and adoption of next-generation Agentic AI capabilities across the customer self-service ecosystem. This role combines technical program leadership, organizational transformation, data-driven decision making, and cross-functional influence to enable the transition from traditional conversational AI solutions to an intelligent agentic platform model. The position serves as the bridge between business strategy, customer experience objectives, AI technology capabilities, and software delivery execution. The successful candidate will not only manage complex technology programs but also drive enterprise transformation by helping stakeholders adapt to new ways of working, new operating models, and new AI-enabled customer experiences. 

Key Responsibilities 

Agentic AI & Technology Transformation Leadership 

-Lead transformation initiatives supporting migration from traditional AI architectures to an Agentic AI platform.  

-Partner across Product, Engineering, Operations, Data Science, and vendor teams to define and execute transformation roadmaps.  

-Establish scalable governance, delivery, measurement, and operationalization frameworks for Agentic AI capabilities.  

-Drive adoption of new tools, processes, and operating models required to realize Agentic AI value.  

-Identify opportunities to automate workflows, improve customer outcomes, reduce operational costs, and create business value through AI agents.  

-Guide organizations through ambiguity as platforms, processes, and operating models evolve.  

Program & Portfolio Leadership 

-Own end-to-end delivery of complex software initiatives from intake through deployment and optimization.  

-Lead roadmap planning, dependency management, backlog prioritization, and release execution.  

-Drive achievement of strategic business objectives through disciplined program management.  

-Manage cross-functional delivery teams and vendor partnerships.  

Data Analytics & Benefits Realization 

-Define KPI frameworks and benefit measurement methodologies.  

-Analyze operational, customer, and business performance data to inform decisions.  

-Translate complex analytics into actionable executive recommendations.  

Stakeholder & Executive Leadership 

-Influence senior leaders and stakeholders across business and technology organizations.  

-Create executive communications, governance materials, and transformation narratives.  

-Build alignment across competing priorities and organizational boundaries.
  

Change Management & Organizational Readiness 

-Develop adoption strategies for new AI capabilities and operating models.  

-Lead organizational readiness and transformation activities.  

-Champion a culture of innovation, experimentation, and continuous improvement. 

Required Qualifications 

-8+ years of technical program or project management experience in enterprise environments.  

-Experience leading technology, AI, digital, or platform transformation initiatives.  

-Strong understanding of software delivery lifecycles and enterprise technology implementations.  

-Demonstrated knowledge of Generative AI, Agentic AI, machine learning, or conversational AI technologies.  

-Advanced stakeholder management and executive communication skills.  

Strong analytical and data-driven decision-making capabilities. 

Preferred Qualifications 

-Experience with contact center technologies, AI-driven customer experiences, or cloud platforms.  

-Experience managing large-scale vendor partnerships.  

-Telecommunications or customer care experience.  

-Experience implementing organizational change associated with emerging technologies. 

Key Leadership Traits 

-Strong ownership mindset 

-Ability to translate ambiguity into execution 

-Excellent communication skills 

-Data-driven decision making 

-Ability to lead in a matrixed organization 

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.