Sr Specialist Quality/M&P/Process
AT&T · Dallas, Texas, US
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.
Job description
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. The 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. What you'll do: 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, a...