The Opportunity: Conversational Architect

Be a part of a transformational journey with innovative talent and leading-edge technologies.

Join our team

We’re a customer-driven and product-minded team within TELUS DIGITAL, responsible for key Artificial Intelligence initiatives, specifically designing, building, and developing Voice and Chatbot solutions.

Our Customer Experience Automation & Enablement (CEAE) team includes a passionate group of strategists, developers, analysts, product managers, product owners, project managers, systems analysts, and other technology experts.

Here’s the impact you’ll make and what we’ll accomplish together

As a Conversational Architect, you will be providing support to various stakeholder groups within TELUS DIGITAL, implementing new automated experiences for our customers while driving value for our business through improvements in our Voice (IVR) and Chat Bots. You will also work closely with our Product Owners and our stakeholders to identify new innovative solutions that optimize existing functionality and drive operational efficiencies. Collectively, the passion and energy we have will enable us to transform highly complex technologies into great automated experiences for our team members, internal and external customers.

Here’s how

• Providing an outside-in view to help the team evolve.
• Demonstrate a passion to learn quickly and adapt to new technologies.
• Approach design problems with a user-centered design methodology.
• Discover and analyze business requirements, being the advocate for the customer while also understanding existing technology capabilities.
• Develop application architecture design for high complexity projects, with emphasis on technical architecture, and implement solutions.
• Participate in the review of detailed design specifications, test plans, and user documentation for functional and technical completeness and accuracy.
• Bring creativity, strong logic skills, and the ability to work in a dynamic, challenging, and consultative environment.
• Developing functional specifications, design documents, call flows, and conversational experiences, including the capability to design alternative solutions, and evaluating them to choose the best approach.
• Meet and collaborate with customers, users, and development partners to validate conceptual designs
• Conducting ongoing proactive analysis of our virtual assistant quality and productivity performance
• Creating, grooming, and maintaining the product backlog, updating it on an ongoing basis following changes in business priorities

Qualifications - Internal

You're the missing piece of the puzzle if you have

• Experience with call center technology, Virtual Assistants, and conversational voice and chat designs
• Experience with Google Dialogflow CX (Conversational Agents)
• Technical skillset - Knowledge of NLU, Generative AI, LLM
• A mindset for establishing high-quality user and customer experiences
• Proficient in creating requirements, end customer journey design documentation, and translating them for your business partners, technical teams, and other stakeholders
• A reputation as a self-starter who is willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely
• Strong analytical, creative thinking, decision-making skills, and the ability to think outside the box to drive continuous improvement
• Valued for project management skills with a focus on quality and risk mitigation
• Superior conceptual, analytical, and problem-solving skills with the ability to strategize and interpret business objectives.
• Knowledge of telecommunications and contact center technologies, services, or products
• Familiarity/certification with Agile methodology (SAFe, Scrum Alliance)
• Data analysis and measurements, the ability to leverage data to identify opportunities and optimize experiences.
• Proven history of excelling in a team-based, collaborative environment
• Capable and willing to learn, and someone who proactively researches new technology and recommends solutions to business challenges

Great-to-haves

• A knack for continually improving processes and practices
• A positive, collaborative, and friendly attitude
• The understanding required to quickly learn new technology and applications
• Previous experience with Genesys voice platform, Interactive Voice and Chat Virtual Assistants, Google Voice Platform, and call routing protocols
• Database script development leveraging your SQL experience
• Familiarity with the Looker portfolio