Assoc Director- Contact Center Technology -Voice & Digital
Alpharetta, Georgia
Job Description:
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.
About the Company:
Join AT&T and help shape the future of communications and technology that connect the world. We value innovators who seek to explore the unknown and challenge the status quo. Bring your bold ideas and fearless spirit to redefine connectivity and transform how people share stories and experiences. At AT&T, you won’t just imagine the future—you’ll build it.
What you’ll do:
The Associate Director leads a high-performing team of contact center technology professionals responsible for the design, development, delivery, support, and optimization of enterprise Contact Center Voice and Chat infrastructure, Reporting, and Agent/Expert desktop applications. This role owns critical lines of business, drives modernization, and ensures stable day-to-day operations while advancing next-generation capabilities (cloud, AI, and modern engineering practices).
What you’ll need:
Team Leadership & Operational Excellence
- 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.
Platform Strategy & Technical Delivery
- 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.
Program / Project & Change Leadership
- 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).
Administrative & Workforce Management
- Own workforce planning, staffing support, interview loops, and hiring execution.
- Manage attendance, presence, exception time (INFOR), and workforce reporting.
Security, Access & Compliance
- 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.
What you’ll bring:
Required Skills & Competencies
- 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.
Required Qualifications
- 10+ years of technology experience.
- 5+ years of direct supervisory/people management experience.
- Prior technology leadership experience in a large enterprise environment.
Preferred / Nice to Have
- Contact center routing/IVR platform experience with Genesys, Avaya, Cisco, or NICE.
- Experience integrating or working with Salesforce in a contact center environment
Education/Experience:
Bachelor’s degree (BS/BA) desired in Computer Science. 5+ years of related experience.
Supervisor:
Yes
Our Assoc Director-Technology II, earns between $191,400-$287,200 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-
Ready to join our team? Apply today.
Weekly Hours:
40Time Type:
RegularLocation:
USA:TX:Plano / W Plano Pkwy - Adm:3400 W Plano PkwySalary Range:
$171,000.00 - $287,200.00It 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.
Job ID R-98813-1 Date posted 01/29/2026
Benefits
Your needs? Met. Your wants? Considered. Take a look at our comprehensive benefits.
- Paid Time Off
- Tuition Assistance
- Medical and dental plans
- Discounts
- Training & Development
Our hiring process
Apply Now
Confirm your qualifications align with the job requirements and submit your application.
Assessments
You may be required to complete one or more assessments, depending on the role.
Interview
Get ready to put your best foot forward! More than one interview may be necessary.
Conditional Job Offer
We’ll reach out to discuss a conditional job offer and the next steps to joining the team.
Background Check
Timing is important – complete the necessary actions to proceed with onboarding.
Welcome to the Team!
Congratulations! It’s time to experience #LifeAtATT.
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