Senior Specialist, Quality/M&P/Process – AI Training Manager

AT&T

AI Training Manager responsible for training and validation of AI agents at AT&T. Overseeing performance, improvements, and documentation of agentic capabilities within workflows.

Posted 6/12/2026full-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

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 (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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI literacyprompt engineeringroot cause analysisticket resolutiondata analysisscriptingknowledge base maintenancemetrics trackingworkflow managementquality KPI definition

Soft Skills

analytical skillsproblem-solvingattention to detailprioritizationcommunicationcollaborationdocumentationtraining developmentstakeholder engagementprocess improvement