At AT&T, we're connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, you'll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.
About the Team
The AT&T Customer Connect Centers team focuses on the design, build, and delivery of the Salesforce & dependent capabilities required to evolve our Employee tools experience. Members of our team work on creating frictionless experiences utilizing the Salesforce Service Cloud capabilities. Team is focusing on aligning customer and agent experience while evolving the business mindset in the way we support our customers
About the Job
The ideal candidate will be an experienced Product Manager, with an extensive background in delivering scalable and robust enterprise integration projects leveraging the Salesforce platform. He/she be a key contributor in the Salesforce product team driving transformation efforts, mission-critical system integrations and automating key business processes. The successful candidate must possess strong analytical, communication, leadership, and technical Salesforce expertise specifically in system integrations and APIs and must demonstrate the ability to quickly learn the business and expedite delivery of projects. He/she must possess both the product management and Salesforce skillsets and enjoy working in a dynamic, fast paced, and high growth environment.
Responsibilities and Day-to-Day View • Engage with the business team and stakeholder at different levels to understand business needs, analyze, document, evaluate and prioritize the requirements, and make recommendations on the solution and implementation. • This role will drive alignment with the company's cross-channel vision and strategy, supporting Channel KPIs and delivering the highest value capabilities. • Work with the Agile team and create the product strategy roadmap for the Episodic views • Monitor product for all defined KPIs to ensure best-in-class customer experience • Drive, develop and maintain numerous project deliverables that support the program, including functional and non-functional specifications • Acts as a product evangelist to build awareness and understanding across teams and organization • Understands data mapping/transformation, solution design, process diagram, acceptance criteria, user acceptance testing and other project artifacts. • Ensure solutions promote simplicity, efficiency, and conform to enterprise and architecture standards and guidelines. • Provide functional leadership during technology enhancements upgrades/implementations and work successfully as a liaison with various internal business/technical partners. • Participate in Program Increment Planning, write/enhance/research Epics and be responsible as business lead and central subject matter expert.
Qualifications • Bachelor's degree or equivalent work experience in Marketing, Computer Science, Information Systems, or related field • 6+ years of product owner experience with proven track record of managing all aspects of a successful product throughout its lifecycle
o Experience within high tech, software and/or wireless/telecom industry highly desired • Solid technical background with understanding and/or experience in software development, web technologies and CRM systems • Strong analytical skills and the ability to convert consumer insights and performance data into high impact product initiatives • Experience in product roadmap assessment and planning. • Experience in driving and gathering business requirements, prioritization, assessments and solutioning • Experience in working with both the business and technical team, coordinating/leading solution design, development/configuration, and deployment across multi-dimensional teams. • Experience in business process analysis and ability to proactively identify, manage, and correct user experience and business process issues. • Experience working within scaled agile development team • Experience with MuleSoft and Salesforce technologies • Experience and knowledge of APIs, Web Services, SOA, ESB, ETL concepts and tools. • Excellent written and verbal communication skills with demonstrated ability to present complex technical information in a clear manner to peers, developers, and senior leaders
Preferred Qualifications • Master's Degree in Marketing, Computer Science, Information Systems or related field • Experience in a Telecom, Retail, Call Center sales or AT&T Consumer • Experience with Salesforce - Core Platform - Sales & Service, Marketing Cloud
AT&T is leading the way to the future - for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, we've built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!