Associate Principal, Contact Center Infrastructure Strategy

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Boston, MA, Charlottesville, VA, Durham, NC, or Columbus, OH OR in a Work From Anywhere (Remote) capacity with travel to clients and WillowTree offices expected. 

WillowTree, a TELUS Digital Company, is seeking an experienced Associate Principal, CX Infrastructure Strategy to help drive digital/AI transformation initiatives within our global contact center operations. This role is pivotal in shaping and executing digital/AI recommendations and will work in close partnership with CX strategy and AI product teams. The ideal candidate will have a strong strategic mindset, a deep understanding of the technology stack associated with world-class customer experience, and ability to counsel clients and product teams on digital CX initiatives to drive superior business outcomes. This is a key leadership role with the opportunity to redefine the future of customer experience for TELUS Digital’s clients.

• Helps clients define the supporting stack of technologies to execute Digital CX strategy goals, and most importantly how this supporting stack should be configured, including CCaaS.  
• Collaborate with CX Strategy, Data & AI, CCaaS, and Product teams to develop a repeatable maturity framework with which to assess tech/AI implementation readiness for TELUS Digital contact center clients
• Ensure that tech/AI solutions are able to be effectively deployed and integrated (i.e., articulating the high-level technology architecture vision, gaps, and recommended actions to fill)
• Collaborate with cross-functional teams to keep enablement collateral (ex: sales) up-to-date and relevant
• Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the ‘art of the possible’

• 5+ years of experience developing tech/AI stack configurations for world-class contact centers (e.g., customer experience management tools, CRM systems, analytics platforms, CCaaS, etc.) 
• Able to clearly define integration requirements for deploying new tech/AI solutions into existing tech stack (plus can scope timelines, estimate resource requirements, and be able to communicate what will/won’t work from a technology perspective)
• Strong strategic and analytical skills, with the ability to quantify the business value of tech/AI solutions
• Proficient in management consulting, product, and/or technology strategy
• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
• Intellectual curiosity and desire to keep up with the ‘latest and greatest’ improvements in contact center tech/AI 

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.