TELUS Digital

Call Center Representative

• Design & Architecture Governance: Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document.
• Technical Decision Authority: Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution.
• Team Leadership & Client Consultation: Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers. Serve as the primary technical consultant to clients, leading discovery sessions, design workshops, and performing configuration reviews.
• Quality Assurance Support: Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences. Review and validate test cases, with focus on experiences.
• Project Delivery Alignment: Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical blockers to prevent cost leakages and ensure the final solution is easily maintainable by the client’s operations team.

Technical Lead, Amazon Connect – Contact Center

Artificial Intelligence

• Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent-assist tools, and success metrics for modern deployments.
• Move clients beyond theoretical frameworks by designing AI-driven CX strategies and advising on pilot programs and implementation readiness.
• Partner with Product, CCaaS, and Data & AI teams to design high-level architecture visions and build functional, strategic business cases for both modern AI tools and foundational contact center tech.
• Identify, quantify, and prioritize tech/AI opportunities to radically enhance the customer experience, improve operational agility, and drive ROI.
• Provide continuous input into the CX Product roadmap, feeding new product features back into CX strategy engagements.
• Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross-functional teams.

Associate Principal, AI & CX Solutions Strategist

Director

• Partner with Practice area leaders and business development leaders to continue to become a long-term trusted advisor within the TELUS ecosystem
• Responsible for partnering with other TELUS Digital leadership to determine strategic priorities that enable customers to transform their business.
• Drives teams to provide fresh perspectives, breakthrough ideas, and new paradigms that can be leveraged to grow accounts
• Initiates, influences, and drives organizational changes and business transformation.
• Bring industry best practices from other clients across engineering, emerging technologies, and user experience
• Leads and sets account strategy
• Accountable for proposal development and articulating staffing needs across accounts serviced
• Responsible for procurement relationships to create efficiencies and streamline existing processes to lower overhead.
• Develop and manage strong, lasting relationships with TELUS
• Builds relationships and takes into account the needs of multiple stakeholders to influence and drive decisions for beneficial business outcomes.
• Track revenue, oversee delivery in partnership with delivery leads, and identify win/win commercial constructs
• Serve as an advisor to key client stakeholders and industry leaders
• Identify new market opportunities, and determine priorities and solutions that enable TELUS Digital to meet those opportunities
• Proactively identifies changes in the technological landscape that allow the business to add value to our revenue stream, our clients, or our efficiency
• Provide cross-functional people management to consultants and/or client managers, and career coaching/guidance
• Provides real-time feedback, coaches, and mentors staff at all levels of the organization in a manner that drives them to excel
• Builds high-performing teams by integrating a diversity of skills and personalities and creating a shared purpose.

Client Engagement Director

• Own delivery governance and oversight across Genesys Cloud CX and Genesys WEM, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness
• Own P&L responsibility for the Genesys delivery practice, including revenue growth, margin optimization, and resource utilization
• Develop and execute a practice strategy aligned with company objectives and market opportunities
• Build scalable delivery frameworks, methodologies, and accelerators for Genesys Cloud CX implementations, including digital engagement, WEM, and AI-powered capabilities, and define and govern measurable AI outcomes across the platform
• Partner with business development and marketing teams to create compelling go-to-market strategies and thought leadership content
• Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Genesys capabilities
• Establish and maintain a strategic partnership with Genesys, including partner tier progression and roadmap alignment
• Support complex, strategic Genesys engagements with enterprise clients, serving as a trusted advisor to C-suite executives
• Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts
• Drive end-to-end CX transformation initiatives, including strategy, design, implementation, and optimization
• Maintain deep platform-level expertise in Genesys Cloud CX, including Architect, voice and digital channels, AI-driven routing, digital bots, agent assist, WEM, and omnichannel orchestration, to guide solution engineering and delivery teams
• Support proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI
• Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership success
• Demonstrate deep practitioner-level understanding of Genesys Cloud CX platform capabilities (architecture, integrations/CTI, routing, AI agents, WEM/QM) and translate that into scalable solution designs, delivery standards, and implementation innovation
• Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
• Establish practice as a recognized thought leader in Genesys and CX Transformation through speaking engagements, publications, and industry participation
• Represent the firm within the Genesys partner ecosystem, including AppFoundry partners, industry forums, and client advisory boards
• Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes
• Recruit, develop, and retain top-tier talent with Genesys platform and delivery expertise and CCaaS domain knowledge
• Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
• Foster a culture of innovation, collaboration, and client excellence within the practice
• Establish clear career paths and competency frameworks for CCaaS consultants and architects
• Build high-performing teams by integrating diverse skills across technology, business consulting, and change management

Technical Lead, Amazon Connect – Contact Center

Associate Principal, AI & CX Solutions Strategist

Client Engagement Director

Director, Genesys