T-Mobile

Systems Experience Manager – IVR

T-Mobile

full-time

Posted on:

Location Type: Office

Location: Bellevue • Kansas • Texas • United States

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Salary

💰 $78,200 - $141,100 per year

About the role

  • Develop and deliver an exceptional Contact Center and Systems experience
  • Lead the IVR /IVA systems experience throughout project and production lifecycle
  • Lead ad hoc teams to effective management of complex, cross-functional system opportunities and issues
  • Connect with leadership, business partners, and technical partners on progress against strategy
  • Lead medium to large IVR and Voicebot / Voice Assistant experience initiatives
  • Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction
  • Build, own, and/or approve IVR /IVA user experience documentation
  • Define and communicate prioritization based on customer and business partner input
  • Prepare communications for executive and business sponsor audiences
  • Mentor and provide tactical direction of strategy

Requirements

  • Bachelor's Degree Quantitative major or discipline (Preferred)
  • 3-5 years of wireless experience, within or supporting Care or Retail
  • 2-4 years of analysis or systems production support, including Problem Management
  • 1-2 years of people leadership or business process management
  • Proficient in MS Office Suite and Lucid
  • Prefer Experience in Speech Solutions, Omni-channel, NLUs, AI/ML, or Conversational Design
  • Desired Experience creating and developing support processes
  • Solid understanding of Call Center Technology and Infrastructure
  • Experience with software application development or support
  • Experience with Microsoft Copilot Studio & Dynamics 365
  • Linguistic expertise, both written and spoken, in English and Spanish
  • Certified Translator (ATA) preferred
  • Experience or growing competence in the use of Artificial Intelligence/GenAI
Benefits
  • medical, dental and vision insurance
  • a flexible spending account
  • 401(k)
  • employee stock grants
  • employee stock purchase plan
  • paid time off
  • up to 12 paid holidays
  • paid parental and family leave
  • family building benefits
  • back-up care
  • enhanced family support
  • childcare subsidy
  • tuition assistance
  • college coaching
  • short- and long-term disability
  • voluntary AD&D coverage
  • voluntary accident coverage
  • voluntary life insurance
  • voluntary disability insurance
  • voluntary long-term care insurance
  • mobile service & home internet discounts
  • pet insurance
  • access to commuter and transit programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IVRVoicebotVoice AssistantSpeech SolutionsAIMachine LearningConversational DesignCall Center TechnologySoftware Application DevelopmentProblem Management
Soft Skills
leadershipcommunicationmentoringstrategic thinkingcollaborationtactical directionprioritizationcustomer focusbusiness process managementcross-functional teamwork
Certifications
Bachelor's DegreeCertified Translator (ATA)