Job Description:

About the Company

Join AT&T and reimagine the communications and technologies that connect the world. Our Digital Transformation team is delivering groundbreaking solutions that provide intuitive and integrated experiences for millions of customers across online, retail and care channels. We’re a technology-powered organization with digital at the center of all that we do; we’re committed to those who seek to discover the undiscoverable and dare to disrupt the norm. When you join our team, you’ll make bold impacts and create a seamless customer experience. We believe that digital is so much more than an eCommerce channel. If you’re ready to revolutionize the digital experience, join our team and propel your career into the future.

About the Team

The team this software engineer, joins will be performing customer journey centric 'voice of the customer' and sentiment analysis using various tools to help improve the customer experience.

About the Job

This is a fast-paced critical position; it will require strong technical experience with a solid understanding of digital ecommerce, self-service capabilities and various tools used to manage and support our critical online customer journeys across the att.com platform and the Native (iOS/Android) application.  The engineer will gather data from automated analysis and categorization of customer comments and sentiments and deliver to product teams on a regular basis.

Responsibilities and Day-to-Day View

This engineer is responsible for developing automated dashboards and reports that will group issues reported via the sentiment of the customer and map them to the customer journey and respective product team.

• Automate theming/grouping of customer complaints via Natural language processing (NLP) implementation
• Automate matching of complaints with corresponding session logs in ELK.
• Automate analysis via extracting corresponding errors encountered in customer complaints
• Generate automated analysis reports/dashboards and ensure the effectiveness of dashboards and automated reports
• Manage internal customer relationships and collaborate effectively across organizations

•    Champion and drive Site Reliability Engineering (SRE) best practices

Qualifications

• Preferred bachelor’s in engineering or equivalent degree

•    5+ years of experience with Phyton

•    5+ years of experience with ETL

•    5+ years of experience working with ELK

•    5+  years of experience working Machine learning /NLP

•    3+ years of experience developing automation concepts

•    Microsoft BI experience a plus

•    Quantum metrics experience a plus

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.