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.

The 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.

Key Responsibilities

Agentic Capability Management

* Monitor the 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 (cases where AI agents cannot resolve issues) within a workflow management tool.

* Diagnose root causes, make necessary corrections, and re-ingest updated information to the AI system.

* 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, process inefficiencies, or opportunities for AI improvement.

* Develop and implement training protocols to enhance Agentic Capabilities, leveraging prompt engineering, model validation, and knowledge base updates.

* Collaborate with cross-functional teams (product, engineering, support) to align AI behaviors with business needs and compliance requirements.

Knowledge Base & Documentation

* Maintain and update the agent knowledge base, ensuring accurate, current, and comprehensive content for AI agents.

* 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 all processes comply with regulatory standards, ethical guidelines, and company policies.

Reporting & Communication

* Track and report on key metrics: ticket resolution rates, fallout frequency, review turnaround times, and AI improvement outcomes.

* Continuous Improvement practices

* Communicate insights, best practices, and recommendations to stakeholders and leadership.

Skills & Qualifications

* Understanding of the business function and M&Ps; align AI behavior with policy and process; plus 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 (iteration, testing, versioning).

* Ability to manage fallout within SLAs, triage tickets, and drive rapid resolution; strong prioritization in fast-paced environments.

* Observability: proficiency with logs, metrics, dashboards, and 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 and maintenance; clear documentation of training methods, resolutions, and changes for auditability.

* Compliance/data privacy/ethical guidelines awareness; maintain auditable processes and change logs.

* Effective communication: synthesize findings, report metrics, and present recommendations to stakeholders.

Preferred Skills

* Advanced observability (distributed tracing, SLO/SLA design) and incident response practices.

* Experiment tracking and ML operations tooling, feature flags, canary/rollback strategies.

* Familiarity with fine-tuning pipelines, retrieval/RAG, vector databases, and content ingestion pipelines.

* SQL/BI tools for advanced analytics and dashboarding; ability to build executive-ready reports.

* Version control (Git) for prompts, KB content, and evaluation artifacts; change management discipline.

* Workflow orchestration for scheduled re-ingestion, evaluations, and reporting.

* Experience in training, quality assurance, documentation, or knowledge management, including taxonomy/ontology design.

* Advanced scripting/automation and experience writing/maintaining Markdown-based runbooks and KB articles.

* Prior experience with AI in production settings and A/B testing platforms.

Job Contribution:
An experienced professional with in-depth knowledge, applying…