Job Description

About the Company
Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology eXperience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won\xe2\x80\x99t just imagine the future-you\xe2\x80\x99ll create it.

About the Team
Our Contact Lifecycle Management (CLM) product team within the broader Digital organization is transforming how we communicate with customers. We are in the middle of a significant overhaul of our front-end Sales, Service, and Communications\xe2\x80\x94implementing Salesforce to simplify and integrate our employee and customer-facing experiences. We collaborate with a variety of business and technology stakeholders to define customer lifecycle experiences and how we use effective customer communications to help the customer throughout their journey.
The CLM team\xe2\x80\x99s primary objectives are:
1. Complete the implementation of the Salesforce Marketing Cloud
2. Optimize and migrate all critical lifecycle communications to the new platform
3. Drive significant improvements in CX and communication effectiveness through improved design, journey management, personalization, and integrated Salesforce experiences

About the Job
This role is on our CLM Messaging Management team, which supports 1000\'s of customer communications across multiple platforms. Collaborate to gather and review software requirements/user stories, provide estimates, create software design specifications and collaborate with engineers/architects to assess and test hardware and software interactions. Execute a specific development methodology through application of various programming languages. Create and execute automated test plans/strategies utilizing business requirements and collaborate with engineers/architects, clients, etc. to validate test environments, test data and test results, design and implement code fixes, validate outcomes against expected results and produce associated reporting. In addition to Unit Test, responsibilities may include dynamic application security testing, interface testing, integration testing, end-to-end testing and/or user acceptance testing. Supports applications and solves configuration and environment issues. Supports the software deployment process. Job Contribution: Senior level technical expertise. Deep technical knowledge and subject matter expert on ATT technologies.

Responsibilities and Day-to-Day View

• Influence collective team with senior expertise and craft optimum operations with focus on:
• Risk mitigation of production issues through workarounds; partnering with Digital Ops & Dev teams
• Drive and liaison with business, interfacing systems and IT partners to triage critical issues
• Build intelligent reports, dashboards for monitoring notification delivery and performance metrics analysis
• Perform daily notification transactional and trending health checkouts
• Manage non-project inquiries/data insights/forensics; Audit/content inquiries and production sample requests
• Email deliverability reviews (IP Reputation Scores, Fixing SLAM blocks, Reviewing Blacklists etc.)
• Notification blocks and suppression requests; Legal, Fraud or Compliance requests
• CR Planning/Targeting for Production fixes/Upgrades/Releases; impact assessment for monitoring/alerts
• Identifying system architecture and overall enhancements (Logging, traceability, alerts etc.); following patterns trending from customer complaints, notification acceptance rate etc.
• Innovation and Tools supporting business and internal audiences
• Stale notification template maintenance management

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• Collaborate with Enterprise/Solution Architects and business executives to convert user requirements into technical requirements. Research, evaluate, and defined appropriate system and architecture solutions to meet business requirements.
• Responsible for overall effectiveness, quality and resiliency of the customer communications platforms including existing EDD/EGS legacy platform and Salesforce Marketing Cloud
• Acts as main contact with other organizations to identify, quantify, and resolve technical issues

Qualifications
Education: Preferred Bachelors of Science degree in Computer Engineering, Computer Science, Applied Science, Electrical Engineering, or Math; Developer nanodegree; or equivalent experience.

• Minimum of 5+ years of customer communications domain experience (or similar) with platforms such as Salesforce Marketing Cloud (ExactTarget), Oracle Responsys, or other similar customer communication platforms

Experience: 5-8 years experience.

AT&T