Sr Specialist Quality​/M&P​/Process - AI Training Manager

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.

At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections.

Sr Specialist Quality/M&P/Process - AI Training Manager is responsible for overseeing the training, validation, and continuous improvement of Agentic Capabilities—AI-powered agents designed to autonomously process a variety of ticket types within workflow management systems. This role owns AI agent quality: ensuring reliable, high-quality outcomes; rapidly reviewing and resolving exception ("fallout") tickets; applying corrections and re-ingesting updates; improving training data and fine-tuning artifacts;

updating the agent knowledge base; and rerunning tickets to validate fixes—continuously strengthening agentic capabilities.

• Agentic Capability Management – Monitor performance of Agentic Capabilities as they autonomously process various ticket types.
• Ensure seamless integration of AI agents into new or existing workflows, optimizing for efficiency and accuracy.
• Fallout Review & Correction – Review fallout tickets within a workflow management tool, diagnose root causes, make necessary corrections, re-ingest updated information, and ensure all fallout tickets are actioned within a 48‑hour window; unresolved tickets revert to the human‑worked queue.
• Training & Continuous Improvement – Analyze fallout patterns to identify knowledge gaps and opportunities for AI improvement; develop and implement training protocols, leveraging prompt engineering, model validation, and knowledge base updates; collaborate with cross‑functional teams to align AI behaviors with business needs and compliance requirements.
• Knowledge Base & Documentation – Maintain and update the agent knowledge base, document training methodologies, ticket resolutions, and process improvements for knowledge sharing and auditing.
• Quality Assurance & Compliance – Validate AI performance through systematic review, testing, and user/stakeholder feedback; ensure compliance with regulatory standards, ethical guidelines, and company policies.
• Reporting & Communication – Track and report key metrics: ticket resolution rates, fallout frequency, review turnaround times, and AI improvement outcomes; communicate insights, best practices, and recommendations to stakeholders and leadership.

• Understanding of business function and M&Ps; align AI behavior with policy and process; knowledge of supported workflows and tools with experience operating the systems involved (e.g., ticketing/workflow platforms).
• Strong analytical and problem‑solving skills with meticulous attention to detail; proven root cause analysis (RCA) capability.
• General AI literacy and understanding of agentic systems; basic prompt engineering.
• Ability to manage fallout within SLAs, triage tickets, and drive rapid resolution.
• Observability proficiency with logs, metrics, dashboards, alerts; define and track quality KPIs (accuracy, fallout rate, MTTR).
• Basic scripting understanding to automate corrections, content re‑ingestion, and validation workflows.
• Knowledge base authoring, maintenance, and documentation for auditability.
• Compliance, data privacy, ethical guidelines awareness; maintain auditable processes and change logs.
• Effective communication: synthesize findings, report metrics, present recommendations.
• Preferred:
  Advanced observability, incident response practices, experiment tracking, ML operations tooling, fine‑tuning pipelines, RAG, vector databases, SQL/BI tools, version control (Git), workflow orchestration, advanced scripting, AI in production, A/B testing platforms.

Salary: $87,200.00 – $ USD annual.

Benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off & Holidays (at least 23 days of vacation and 9 company‑designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond state/local law (unprotected)
• Adoption…