Lead System Integration

Lead System Integration

ACC/BSSe Care Enablement & Frontline Experience Transformation

We are seeking a project manager to join our team in driving the evolution of ACC (Customer Connect) and the Next Gen Biller (BSSe) capabilities across frontline care organizations. This role will lead Care Enablement efforts that simplify agent experiences, improve customer outcomes, accelerate adoption of new technologies, and support large-scale enterprise transformation initiatives.

The successful candidate will work across Product, Technology, Operations, Training, Vendor Partners, and Business stakeholders to ensure ACC capabilities deliver measurable value to frontline teams while supporting broader digital transformation objectives.
 

Key Responsibilities

Frontline Experience & Enablement

• Lead adoption and enablement strategies for new tool capabilities impacting frontline care organizations.
• Partner with operations leaders to identify pain points and opportunities to improve agent workflows.
• Drive readiness activities, including communications, training alignment, knowledge management, and change management.
• Monitor adoption metrics and recommend enhancements that improve usability and operational efficiency.
   

Product & Transformation Leadership

• Serve as a liaison between business stakeholders and technology delivery teams.
• Define business requirements, success metrics, and operational outcomes for tool enhancements.
• Support roadmap prioritization aligned to customer experience, agent experience, and business objectives.
• Identify opportunities to leverage AI, automation, and workflow optimization within tool experiences.
   

Operational Performance

• Analyze operational metrics including handle time, transfer rates, containment, escalation trends, and customer satisfaction impacts.
• Develop executive-level reporting that demonstrates business value and transformation progress.
• Partner with care organizations to drive continuous improvement initiatives.
   

Change Management & Communications

• Create executive-ready presentations, status updates, and business cases.
• Develop launch strategies and adoption plans for new capabilities.
• Ensure frontline feedback is incorporated into future product iterations.

Keywords: ACC, Customer Connect, BSSe, Next Gen, Care Enablement, Frontline Experience, Product Management, Contact Center Operations, Change Management, Digital Transformation, AI Enablement, Customer Experience, Care Operations, Readiness, Adoption Strategy, CareOps+.

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.

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

Weekly Hours:

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AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.