Senior Specialist, Quality – AI Training Manager

AT&T

Overseeing training and validation of AI-powered agents at AT&T. Ensuring high-quality outcomes and continuous improvement of Agentic Capabilities.

Posted 5/6/2026full-timeDallas • Texas • 🇺🇸 United StatesSenior💰 $87,200 - $130,800 per yearWebsite

About the role

Key responsibilities & impact

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
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
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
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
Validate AI performance through systematic review, testing, and user/stakeholder feedback
Ensure all processes comply with regulatory standards, ethical guidelines, and company policies
Track and report on key metrics: ticket resolution rates, fallout frequency, review turnaround times, and AI improvement outcomes
Communicate insights, best practices, and recommendations to stakeholders and leadership

Requirements

What you’ll need

Bachelor’s degree (BS/BA) desired
2+ years of related experience
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

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI integrationroot cause analysisprompt engineeringmodel validationticket resolutionscriptingdata analysisworkflow managementmetrics trackingknowledge base maintenance

Soft Skills

analytical skillsproblem-solvingattention to detailprioritizationcommunicationcollaborationdocumentationtraining developmentstakeholder engagementprocess improvement

Certifications

Bachelor’s degree (BS/BA)