Principal Architect 2 ATC
This role is a Practice Director who will 1) Provide strategic sales support to all sellers including thought Leadership, executive presentations, and proposal development on all complex deals, 2) Manage the entire portfolio of the Contact Center practice, 3) Develop and manage 3rd party relationships for profitable service delivery, 4) Oversee Knowledge Management systems for the practice, and 5) Develop and communicate with field practitioners so that we have the skills to succeed into the future. The Contact Center practice drives $19M in revenues for AT&T Consulting. It is a highly strategic practice with influence in strategic accounts including BNSF, State of Texas, Northwest Mutual, Waste Management, Mondelez, Best Buy, Boeing, and many others. The Contact Center is also strategic because it is typically governed by the lines of business and hence represent different and important decision makers in an organization, helping Core account teams get out of IT. This practice director would be involved in many adjacent areas of Consulting including Security (PCI governance of Contact Center transactions involving credit cards), Customer Experience (analytics which reports on customer interaction topics and NPS), SIP Transformation (IP Toll Free and IP Flex reach services), and VNA (Visual Network Analytics which deals with call flows and removing friction from the customer experience).
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