Senior Manager, Solutions Architecture (Digital CX)

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.

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.

Our Amazon Connect Solutions Architects are an integral part of our team at WillowTree, a TELUS Digital company. To help retain our deep culture of collaboration, this role will prioritize candidates that can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Charlottesville, VA, or Durham, NC. 

We are also open to candidates based remotely in the US. 

The Digital CX Solutions Architect plays a crucial role in bridging sales, technical expertise, and customer success. This position is responsible for designing and architecting Digital CX solutions that meet complex customer requirements, working closely with the sales team to drive revenue growth and ensure successful implementations.

• Scope, estimate, plan, and position Digital CX service offerings for new and existing customers
• Provide pre-sales and solution consulting leadership focused on digital customer engagement strategies
• Articulate the value proposition and technical capabilities of Digital CX solutions (e.g., chatbots, self-service, journey orchestration, AI/ML) through demos, presentations, and white papers
• Map customers' business goals and CX challenges to tailored digital experience strategies and technologies
• Design and architect complex Digital CX solutions across platforms (e.g., CRM, contact center, web/mobile channels) aligned with customer needs
• Collaborate with sales teams to craft compelling proposals and drive Digital CX opportunities to closure
• Conduct digital discovery sessions and present actionable solution roadmaps for CX transformation
• Stay current with emerging digital CX trends, platforms, and tools to inform solution design and strategic advice

• 7+ years of experience in technical pre-sales, solution architecture, or consulting services, ideally with a focus on digital customer experience solutions
• Proven experience with product development and the product development lifecycle (e.g. user research, designs, development, and delivering iterative value)
• Strong understanding of Digital CX platforms and technologies (e.g., journey orchestration, chatbots, self-service, analytics, personalization engines)
• Excellent analytical thinking and project management skills for complex customer experience initiatives
• Proven ability to translate customer experience goals and business requirements into scalable digital solutions
• Proficiency in solution design and integration using APIs and modern development languages (e.g., JavaScript, Python, or Java); familiarity with cloud platforms a plus
• Exceptional communication, presentation, and interpersonal skills with both technical and business audiences
• Experience with CRM, contact center, and digital engagement technologies across web, mobile, and social channels
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)

• Previous experience with Digital CX platform implementations (e.g., Salesforce Experience Cloud, Adobe Experience Platform, Genesys, Five9, Amazon Connect, Twilio, or similar)
• Knowledge of API integrations, data flows across customer touch-points, and migration from legacy systems
• Familiarity with agile methodologies, customer journey mapping, and design thinking practices
• Understanding of customer experience challenges across industries such as retail, financial services, or healthcare
• Relevant certifications in CX technologies, platforms (e.g., Salesforce, Adobe, AWS), or customer experience strategy

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.