TELUS Digital

ServiceNow

• Own the complete quality assurance strategy for each sprint - from test planning and elaboration through to UAT execution and sign-off - managed entirely within ServiceNow.
• Write clear, well-structured test cases and test scripts using standardized formats with explicit pass/fail criteria, ensuring all test documentation is sprint-ready before development begins.
• Actively participate in all Agile ceremonies: sprint planning, daily stand-ups, backlog refinement, sprint reviews, and retrospectives, with explicit focus on quality gates and acceptance criteria validation.
• Track quality progress, surface defects and risks proactively, prioritize testing efforts, and coordinate resolution across the delivery team.
• Define and maintain quality acceptance criteria alongside the development team, ensuring stories are testable before they enter development.
• Design, develop, and maintain automated test suites using the ServiceNow Automated Test Framework (ATF), including test steps, assertions, and data-driven testing scenarios.
• Create reusable test components, test data sets, and ATF best practices libraries to improve test efficiency and scalability across multiple sprints and releases.
• Execute and enhance automated test coverage across core modules: IT Service Management (ITSM) and Customer Service Management (CSM) are the primary areas of focus for this role.
• Perform hands-on manual testing within ServiceNow to validate configuration, identify gaps in automated coverage, and ensure end-to-end quality across all user workflows.
• Troubleshoot test failures, investigate root causes, and distinguish between product defects and test infrastructure issues.
• Validate configuration outputs in non-production environments (development, sandbox, UAT) and ensure alignment to approved requirements prior to production promotion.
• Conduct test planning sessions and requirements workshops with business stakeholders and the development team to define test scope, coverage areas, and acceptance criteria.
• Translate functional specifications and process flows into comprehensive test scenarios, test cases, and user acceptance testing (UAT) scripts suitable for business user execution.
• Proactively manage stakeholder expectations throughout delivery, providing regular quality reports, defect summaries, and progress updates; facilitate decisions on risk acceptance and scope trade-offs.
• Design UAT environments and coordinate user acceptance testing, including training business users, managing test data, and collecting defect feedback.
• Actively leverage Generative AI tools to accelerate testing deliverables - including drafting and refining test cases, generating test data, creating UAT scripts, producing test documentation, and summarizing defect patterns.
• Apply AI-assisted techniques responsibly and in alignment with organizational standards, ensuring test outputs are reviewed, validated, and fit for purpose before use in delivery.
• Maintain current and accurate quality documentation including test plans, test cases, test execution reports, defect logs, and UAT sign-off records - all managed within ServiceNow where applicable.
• Identify and champion quality process improvements, automation opportunities, and platform governance enhancements across teams.
• Stay current on ServiceNow platform releases, new ATF capabilities, and deprecations that impact ITSM and CSM testing and quality delivery.
• Collaborate with Solution Architects and developers to establish testing standards, configuration validation protocols, and quality gates aligned to organizational best practices.

Quality Engineer – ServiceNow

• Design and develop custom applications, modules, workflows, and configurations on the ServiceNow platform.
• Implement ServiceNow solutions integrating with TMF APIs and other external systems using Integration Hub.
• Develop and maintain Service Catalogs, Service Portals, and Service Requests.
• Utilize Integration Hub to build and manage integrations with third-party applications and services.
• Ensure seamless data flow between ServiceNow and other systems, particularly through TMF APIs.
• Develop and implement ATF test cases to automate testing processes and validate functionality.

ServiceNow Developer

Artificial Intelligence

• Collaborate with the executive leadership team to define the company's CX AI vision, strategy, and goals for contact center transformation
• Drive growth by identifying emerging trends, market opportunities, and industry best practices in contact center innovation
• Lead the planning, development, and execution of the CX AI strategic roadmap, including new innovative offerings in the AI space for contact centers
• Oversee the development and leadership of comprehensive CX AI offerings, including Assistive CX, Agentic CX, Conversation Agents, CX Insights & Intelligence, CCaaS platforms (including Genesys, Five9, AWS Connect, and Google), CRM (Salesforce and Zendesk), workforce management, agent quality management, and technology partnerships (Cresta and ElevenLabs)
• Assume overall accountability for the financial performance of the CX AI practice
• Partner with Business Development, Digital Solutions leaders, and CXM account and operations leaders to grow and transform managed accounts in the BPO business
• In partnership with Business Development, develop and implement effective revenue generation strategies to meet or exceed annual revenue targets for digital contact center solutions
• Monitor financial performance, identify areas for improvement, and implement corrective actions as necessary
• Build and lead high-performing teams across technologies and capabilities
• Foster a culture of excellence, innovation, collaboration, and continuous learning within the CX AI teams globally
• Drive the development and integration of innovative AI-powered solutions and offerings for contact center CX optimization
• Partner with TELUS clients and TELUS Digital stakeholders to drive digital transformation within TELUS-owned CX operations
• Partner with clients to identify their contact center challenges and design tailored digital solutions
• Oversee the delivery of high-quality CX AI implementations and strategic recommendations
• Provide thought leadership and build trusted advisor relationships with key client stakeholders
• Drive the adoption and integration of modern CX platforms and technologies

Managing Director, CX AI Delivery

Business Analyst

• Partner with stakeholders across Operations, Training, Quality, Product, and Engineering to understand business needs, objectives, and the pain points driving them.
• Conduct discovery and requirements-gathering sessions, mapping current-state processes so the team understands what is being impacted and why.
• Plan and facilitate workshops that hyper-focus on the highest-impact areas, keeping diverse groups aligned and moving toward the most valuable planning and strategy decisions.
• Break down abstract, ambiguous client needs into precise product requirements, user stories, acceptance criteria, and technical tickets for the engineering team.
• Manage requirement backlogs and help keep development running smoothly.
• Build a shared understanding of product requirements across the internal team and with the business.
• Work closely with product designers to build experiences that align with business goals and support end-user needs.
• Participate in scope management and feature prioritization conversations.
• Produce clear, engaging documentation, process maps, requirements, feature documentation, user guides, and release notes using standardized templates.
• Prepare for and confidently deliver demos and walkthroughs (including AI tooling such as Agent Trainer), arriving with inputs ready and engaging the audience throughout.

• Lead and support ERP integration of various systems with SAP landscape
• Act as SME for all things SAP FI and CO
• Design and maintain Master Data strategies
• Resolve complex queries and refine financial workflows
• Collaborate with cross-functional teams to translate financial needs into IT solutions

SAP FICO Specialist

Full-stack Engineer

• TELUS Digital is seeking a Senior Technical Lead (L4) to join our NCCS engineering team.
• Lead the design, development, and modernization of enterprise applications using Java and GCP.
• Analyze, understand, and modernize legacy applications, including Oracle Stored Procedures and Informatica PowerCenter workflows.
• Design and develop scalable microservices using Java, Spring Boot, and cloud-native technologies.
• Build and optimize SQL queries, data pipelines, and cloud-based data solutions.
• Develop and maintain GCP-based applications utilizing Cloud SQL, BigQuery, Cloud Run, Cloud Storage, and Cloud Composer.
• Provision and manage cloud infrastructure, including GCP projects, IAM, networking, logging, and storage.
• Build Infrastructure-as-Code solutions using Terraform or Pulumi.
• Develop and maintain CI/CD pipelines using GitHub Actions and Maven.
• Configure secure connectivity across enterprise environments, including VPC networking and external integrations such as SAP Callidus.
• Leverage AI-assisted development tools such as GitHub Copilot and Claude to improve development productivity and code quality.
• Collaborate with cross-functional teams to deliver scalable, secure, and high-performing cloud solutions.
• Provide technical leadership, mentorship, code reviews, and architectural guidance to engineering teams.

Software Developer

AI Engineer

• Integrate Generative AI models, including LLMs, with external APIs, tools, and databases using secure and efficient orchestration patterns.
• Design, develop, and deploy AI workflows and Agentic AI solutions, enabling the seamless orchestration of intelligent agents to plan and perform tasks while leveraging autonomous and/or human-in-the-loop paradigms.
• Implement and optimize multi-agent systems, leveraging standards and protocols such as Model Context Protocol (MCP) and emerging frameworks for agent interoperability.
• Develop evaluation frameworks, metrics, and checkpoints for agent autonomy, performance, and safety, ensuring compliance with moderation, security, and ethical standards.
• Ensure robust AI agent operations by applying observability, monitoring, and MLOps best practices, facilitating reliable deployment pipelines and continuous performance optimization.
• Collaborate closely with data experts, orchestrating AI model selection, tuning, and performance validation to meet specific agent-based application needs.
• Communicate complex AI concepts, systems, and decisions effectively to technical and non-technical stakeholders, promoting transparency and trust in AI delivery.

Senior AI Engineer

Sales

• Sales Director responsibilities include leading the sales cycle and customer solutions
• Create, develop and maintain partnership with Salesforce counterparts
• Generate leads sourced through partnerships with Salesforce
• Own a quota of $4M+ for cross-cloud Salesforce services
• Perform business development duties, including market and territory analysis
• Execute daily pipeline management in Salesforce and provide weekly forecast reports
• Collaborate closely with Telus Digital leadership, marketing, and consulting teams
• Develop Statement of Work including defining business challenges
• Transition the deal to the delivery team with knowledge sharing sessions
• Stay engaged with the Customer during the delivery to assess new opportunities

Sales Director

Solutions Engineer

• Provide technical expertise and support for multi-cloud deals, including data migration, integrations, and complex use cases.
• Partner with Sales to uncover customer needs, lead discovery sessions, capture requirements, and deliver tailored demonstrations or Proofs of Concept (POCs).
• Own the solution design process, leveraging expertise from subject matter experts and competency/cloud product leads. Craft effective proposals and respond to RFIs/RFPs with business-relevant solutions.
• Develop detailed estimates and Rough Order of Magnitude (ROM) documents with clear assumptions. Ensure alignment between solution design and delivery handoff.
• Tailor proposals and refine sales messaging to address key deal-closing criteria. Present solutions in collaboration with Sales Directors.
• Keep customer needs and goals central to all solutioning efforts, acting as a trusted advisor.
• Present complex technical solutions clearly and effectively to both technical and non-technical stakeholders.
• Collaborate with Salesforce Partner and Solution Engineers for POC’s and RFP responses for solution approach and partner packs.
• Develop and refine pre-sales processes and standards in alignment with the Pre-Sales CoE.
• Collaborate with Project Management (PM), Business Analysis (BA), and Solution Architecture CoEs to incorporate best practices into pre-sales activities.
• Identify and implement process improvements to enhance efficiency and consistency.
• Lead and mentor pre-sales engineers within the practice, focusing on career development and coaching.
• Drive continuous improvement initiatives across the Salesforce practice portfolio.
• Stay current with new Salesforce platform features, and Salesforce-adjacent technologies (Sales, Service, Marketing Automation, Data, AI), and best practices.
• Engage in training and certifications to deepen expertise and support innovation goals.

Principal Solution Engineer

Financial Planning and Analysis

• Lead end-to-end solution architecture for Financial Services Cloud implementations and digital transformation initiatives.
• Serve as a strategic advisor to client stakeholders, including executive leadership, business sponsors, operations leaders, and technology teams.
• Facilitate discovery workshops to understand business objectives, customer journeys, operational challenges, compliance requirements, and future-state needs.
• Develop scalable solution designs, architecture diagrams, data models, and implementation roadmaps aligned with Salesforce and industry best practices.
• Architect Financial Services Cloud solutions supporting client onboarding, household management, financial accounts, referrals, relationship management, service operations, sales processes, and client engagement strategies.
• Define enterprise data architecture, governance frameworks, security models, compliance controls, and integration strategies across Salesforce and external platforms.
• Design solutions that align with regulatory and compliance requirements including privacy, security, audit-ability, and data retention standards.
• Lead data migration strategy and planning efforts, ensuring successful transition from legacy CRM, banking, insurance, wealth management, or servicing platforms.
• Provide architectural oversight throughout the project lifecycle, including design reviews, configuration guidance, testing strategy, deployment planning, and post-production optimization.
• Collaborate with technical architects, developers, business analysts, and project managers to ensure solution alignment and delivery excellence.
• Drive adoption of Salesforce platform capabilities including Financial Services Cloud, Flow, OmniStudio, Experience Cloud, Data Cloud, Agentforce, and related Salesforce technologies.
• Support pre-sales activities including solution estimation, proposal development, architecture reviews, executive presentations, and pursuit strategy.
• Mentor consultants and solution engineers while promoting architectural standards, delivery methodologies, and best practices across the Salesforce Practice.

Principal Consultant – Financial Services Cloud

Cloud Engineer

• Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, and business objectives.
• Serve as the lead solution architect for Agentforce Voice, Service Cloud Voice, and Amazon Connect implementations.
• Design scalable omnichannel customer engagement architectures supporting voice, chat, SMS, email, social, and digital channels.
• Develop future-state contact center strategies and modernization roadmaps aligned with business goals and customer experience objectives.
• Architect intelligent routing, skills-based routing, workforce optimization, IVR, self-service, agent assist, and AI-driven customer service solutions.
• Design and implement Service Cloud Voice, Amazon Connect, Agentforce, Amazon Lex, Contact Lens, and Digital Engagement solutions.
• Define integration strategies between Salesforce and enterprise systems including CRM, telephony, workforce management, knowledge management, identity management, and analytics platforms.
• Provide architectural oversight throughout the project lifecycle, including solution design, configuration guidance, testing strategy, deployment planning, and post-production optimization.
• Lead technical design sessions and create architecture diagrams, solution documentation, technical specifications, and implementation roadmaps.
• Support pre-sales activities including solution estimation, demonstrations, executive presentations, architecture reviews, and proposal development.
• Partner with AI and Data teams to develop innovative customer engagement experiences leveraging Agentforce, Einstein AI, Data Cloud, generative AI, and conversational AI technologies.
• Mentor consultants, developers, administrators, and solution architects while promoting delivery excellence and best practices.
• Stay current on Salesforce, Amazon Connect, Agentforce, and AI platform innovations and advise clients on emerging capabilities and opportunities.

Principal Consultant – Agentforce Voice, Service Cloud Voice, Amazon Connect Architect

Support Engineer

• Triage issues, perform root cause analysis, and lead war rooms for critical outages
• Deploy applications using Kubernetes, Helm charts, and service mesh
• Implement end-to-end observability with Datadog/Splunk
• Maintain hardened AWS base AMIs to minimize CVEs
• Participate in shift rotations, provide L2/L3 support

AWS Application Support Analyst

Technical Program Manager

• Serve as the operational backbone of our engineering and product teams.
• Ensure meetings are productive, decisions are documented, knowledge is preserved, and communication flows seamlessly.
• Attend all lead and cross-functional meetings as the designated note-taker and facilitator.
• Capture accurate minutes of meetings (MoMs) including decisions made, action items, owners, and deadlines.
• Distribute meeting summaries to relevant stakeholders within 24 hours.
• Maintain a structured archive of all meeting notes for reference and audit trails.
• Prepare meeting agendas in advance in collaboration with meeting owners.
• Create clear, well-structured presentations for leadership reviews, sprint demos, and program updates.
• Author and maintain documentation in the team knowledge base (Confluence, Notion, or equivalent).
• Translate complex technical concepts into accessible documentation for non-technical audiences.
• Develop and update runbooks, process guides, onboarding docs, and project wikis.
• Ensure knowledge base articles are accurate, up-to-date, and properly tagged for discoverability.
• Draft and send professional stakeholder emails communicating testing completion, milestone achievements, and status updates.
• Coordinate with QA, engineering, and product teams to gather accurate status before communicating externally.
• Manage communication cadence to keep stakeholders informed without overwhelming them.
• Follow up on open action items and escalate blockers to program leads as needed.
• Maintain stakeholder distribution lists and ensure the right people receive the right communications.
• Track program milestones, timelines, and dependencies across multiple workstreams.
• Identify risks and surface them proactively to leadership.
• Support sprint planning, retrospectives, and quarterly planning cycles.
• Assist in managing project tracking tools (Jira, Asana, Linear, or equivalent).

• Leads requirements gathering and analysis for new solutions and system implementations
• Collaborates with stakeholders to identify business needs and translate them into functional specifications
• Ensures alignment between business objectives and technical solutions
• Proactively identifies and mitigates functional risks that could impact solution scalability or user adoption
• Establishes pre-implementation baselines to ensure measurable comparison against post-launch outcomes
• Develops and implements frameworks to measure solution effectiveness and ROI
• Defines KPIs and success metrics for new initiatives
• Creates dashboards and reports to track adoption rates, performance improvements, and business outcomes
• Conducts post-implementation reviews and recommends optimization strategies
• Validates data integrity within dashboards to ensure senior management is making decisions based on single source of truth metrics
• Partners with cross-functional teams
• Translates complex data into compelling narratives and actionable insights for executive leadership
• Presents findings, recommendations, and impact assessments to senior management
• Manages expectations and communicates project status effectively.
• Complies with all the internal rules and regulations of the Company.

Senior Business Analyst – CXAI

General

• Drive product development that involves Data and AI (traditional AI, GenAI and Agentic AI), leading the creation of products that are critical to our clients' businesses
• Lean on your deep client services experience to drive effective decision-making on complex issues of scope, design, architecture, and process
• Deliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executives
• Create, guide, and communicate the holistic (WillowTree, client, 3rd party) project plan and goals to create alignment and drive convergent implementation
• Encourage sustainable flow for your team while focusing on key client objectives
• Be flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and product
• Regularly visit your client, usually 1-3 days per month, up to 20% of the time during kickoff or launch periods
• Engage directly with clients managing the account details, project scope, and relationship