Principal – Technical Product 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 reimagine the communications and technologies that connect the world. Our Consumer Technology eXperience team delivers innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and join us on our mission to be the best connectivity provider through 5G and Fiber. When you step into a career with AT&T, you won’t just imagine the future- you’ll create it.

The Virtual Assistant team is committed to delivering an intelligent, personalized, and proactive virtual assistant that boosts call deflection and generates incremental digital sales revenue in the customer service domain. Our mission is to delight customers with personalized experiences powered by cutting-edge AI based digital tools, ensuring quick and accurate issue resolution while reducing the burden on live support agents. We leverage innovative technologies such as AI and Machine learning, that amplify our best opportunities for success, aiming to revolutionize customer service experience while driving efficiency and growth for our organization.

We are seeking a visionary Principal – Technical Product Manager to lead the strategy and execution of innovative customer service virtual assistant solutions. In this role, you will oversee the end-to-end product lifecycle—driving the architectural direction, product definition, and go-to-market strategy for AI-driven virtual assistants. Your leadership will be pivotal in aligning cross-functional teams, translating business objectives and market needs into robust product requirements, and ensuring seamless integration of cutting-edge AI frameworks such as Google NGA/ADK to deliver intent-less, agentic AI experiences.

You will play a critical role in shaping the product roadmap, managing stakeholder expectations, and maximizing customer value by continuously enhancing the customer service journey. As a key member of our dynamic and collaborative team, you will champion innovation, facilitate effective communication across technical and business stakeholders, and steer the adoption of emerging technologies to keep our offerings at the forefront of the industry.

Your efforts will directly impact customer satisfaction, drive AI-enabled sales revenue, and transform the way users interact with our virtual assistant solutions.

• Manage the entire product lifecycle from initial concept through development, launch, and end-of-life, ensuring seamless transitions through each stage and ongoing product performance.
• Responsible for managing budgets, acquiring estimates, and handling requests for funding through the capital process.
• Coordinate with design, process, manufacturing, test, quality, sales support, and marketing as the products move to production and distribution.

• Translate and document customer and technical requirements into final product designs, prepare and present comprehensive business cases, and provide detailed product requirements, user stories, and acceptance criteria.
• Analyze customer needs and identify priorities for new products or services and enhancements.

• Perform in-depth market research and competitive analysis to identify trends, addressable revenue potential, customer segments, and opportunities for new products or features.
• Conduct research and analysis on defined markets, including volumes and revenue results.

• Create and maintain detailed product roadmaps, service guides, product documentation, results reports/analysis, and project plans, ensuring alignment with market needs and business objectives.
• Define and drive initiatives to grow revenue and margin.

• Partner with business, technology, UX teams, and 3rd party technology partners to design or modify products, ensuring a high-quality user experience, alignment with budget and schedule specifications, and…