AI Conversational Architect

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, 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, 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 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

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 Dialogflo CX (Conversational Agent)
• Technical skillset - Knowledge of NLU, Generative AI, LLM
• A mindset for establishing high quality user and customer experiences
• Proficient in creating requirements end to 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
• Are known for your strong analytical, creative thinking, decision making skills and have 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 centre 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, call routing protocols
• Database script development leveraging your SQL experience. Familiarity with Looker portfolio
• Experience with using JIRA for agile delivery

In order to be considered on a vacancy:

• You must be performing at standard in your current role for a minimum of 12 months*
• The opportunity should be aligned to goals within your 'My Development' plan
• You are responsible for notifying your support person of your application
• You must apply online

*Or in accordance with applicable collective agreement

What We'll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:

• Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Share Purchase Plan
• Employee Assistance Program (EAP)
• And more!

*Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, WillowTree conducts regular compensation audits.