Willowtree, LLC

Account Executive

• Own and grow Financial Services accounts by identifying net-new opportunities and expanding existing relationships, consistently delivering against multi-million-dollar revenue targets.
• Drive adoption and expansion of Google Cloud solutions, ensuring customers realize measurable business value from TELUS Digital Badal’s offerings.
• Co-create customer success plans by partnering with clients to define objectives, success metrics, milestones, risks, and governance models.
• Build and maintain executive-level relationships (C-suite, CIO/CTO, CDO, CISO), developing a deep understanding of client strategy, regulatory constraints, and industry dynamics.
• Develop strategic cloud and data roadmaps aligned to business priorities, regulatory requirements, and long-term transformation goals.
• Guide organizations through change, helping leaders align people, processes, and technology to unlock the full value of cloud adoption.
• Collaborate across TELUS and partner ecosystems, including Google Cloud and system integrators, to deliver integrated, outcome-driven solutions.
• Lead complex deal cycles, from opportunity qualification and value articulation through negotiation and close.

Account Executive, Financial Services

Director

• Own P&L responsibility for the Amazon Connect CCaaS 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 Amazon Connect implementations
• 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 Amazon Connect capabilities
• Establish and maintain a strategic partnership with AWS, achieving premier partner status and co-selling opportunities
• Lead complex, strategic Amazon Connect 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 CCaaS transformation initiatives, including strategy, design, implementation, and optimization
• Develop deep expertise in Amazon Connect and emerging capabilities, including AI, workforce engagement, and omnichannel orchestration
• Lead 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
• Establish practice as a recognized thought leader in Amazon Connect and CCaaS transformation through speaking engagements, publications, and industry participation
• Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
• Develop points of view on CCaaS market evolution, competitive positioning, and solution innovation
• Represent the firm in the Amazon Connect partner ecosystem, 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 Amazon Connect platform expertise and CCaaS domain knowledge
• Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
• Provide mentorship and career development for practice team members at all levels
• 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

Director, Amazon Connect

DevOps Engineer

• Lead the design of the user interface and experience for our Unified Presentation Layer, ensuring a seamless journey across functionalities originating from ServiceNow, Salesforce, and other integrated OSS/BSS tools.
• Design intuitive and actionable dashboards for AIOps platform (leveraging CP4AIOps, watsonx), monitoring tools (Dynatrace, SevOne, Grafana), and performance analytics.
• Create compelling visualizations for events, logs, and predictive intelligence.
• Design user-centric interfaces for ITSM, ITOM, or FSM processes, including incident management, service catalogs (CSM), order fulfillment, and automated workflows.
• Collaborate with AI/ML engineers to design the interaction models for our AI Agents, Copilots, and RAG (Retrieval-Augmented Generation) systems, ensuring they are helpful, trustworthy, and easy for operators to use.
• Tackle the unique UX challenges of a multi-customer environment, designing clear visual cues and safeguards for Domain Separation to ensure users are always operating in the correct context.
• Conduct user research with TELUS Operations staff, SREs, and service agents to deeply understand their pain points, mental models, and daily workflows.
• Validate designs through prototyping and usability testing.
• Work within and contribute to a design system that ensures consistency across the entire platform, from the Intranet landing page to detailed operational dashboards.

Senior UX/UI Designer – DevOps

ServiceNow

• Lead UI/UX Design Strategy: Drive the end-to-end design process for key components of the TELUS ServiceNow platform.
• Leverage Modern ServiceNow UI Frameworks: Design and build exceptional user experiences using ServiceNow's Next Experience UI and App Engine Studio.
• Translate Complex Telco Processes: Work closely with Business Analysts and stakeholders to translate complex requirements from modules into simple, elegant, and effective design solutions.
• User-Centric Design & Research: Conduct user research, create user personas, and map customer journeys.
• Create High-Fidelity Deliverables: Develop wireframes, mockups, interactive prototypes, and design specifications.
• Ensure Accessibility and Localization: Design interfaces that are WCAG compliant.
• Collaborate and Iterate: Participate actively in Agile ceremonies to present design concepts and gather feedback.
• Champion Design Systems: Contribute to and maintain a consistent design system and UI component library.

Senior UX/UI Designer – ServiceNow

• Agile & Scrum Facilitation: Lead and facilitate all Scrum ceremonies for the ServiceNow development team, including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
• Project Lifecycle Guidance: Guide the team through the project's phased delivery framework, ensuring successful execution from initial strategy and design through to execution and hypercare support.
• Backlog & Sprint Management: Partner closely with Product Owners to manage and prioritize the product backlog, ensuring alignment with project goals and business value delivery.
• Technical Acumen: In-depth knowledge of ServiceNow modules (ITSM, ITOM, CSM) and integration capabilities. Understanding of API gateways, cloud platforms, and data migration strategies. Familiarity with monitoring tools, AI/ML concepts, and security protocols. Knowledge of industry standards such as ITIL, SIAM, and/or TMF APIs.
• Stakeholder Engagement: Act as the primary facilitator for communication between the development team, business stakeholders, and project leadership. Ensure alignment with the project's strategic objectives and deliverables.
• Performance Optimization: Monitor and optimize team performance, using metrics to identify areas for improvement and drive continuous process improvement initiatives.
• Cross-Functional Coordination: Collaborate with teams responsible for the API Gateway (Kong), Pub/Sub brokers (Kafka), and AIOps platforms (watsonx, Dynatrace) to ensure seamless integration and alignment with the overall architectural vision.
• Domain Separation & Multi-Tenancy: Ensure the team's work aligns with the architectural vision for Domain Separation, enabling secure multi-tenancy in the ServiceNow platform.
• Continuous Improvement: Champion a culture of continuous improvement by using retrospectives and metrics to identify and implement process enhancements.

Agile Project Manager, ServiceNow

Artificial Intelligence

• Develop and execute the strategic roadmap for the Conversational AI Agent practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries.
• Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high-quality conversational AI solutions (e.g., Virtual Assistants, Chatbots, Voicebots).
• Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and within client organizations to expand our footprint.
• Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support, focusing on platform-agnostic best practices.
• Establish and manage key performance indicators (KPIs) for the practice and the delivered solutions, regularly reporting on progress and demonstrating tangible business value.
• Stay abreast of the latest advancements in conversational AI platforms, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings.
• Drive the creation of innovative, platform-agnostic conversational solutions and accelerators, addressing complex customer experience challenges for our clients.
• Oversee the technical architecture and delivery excellence of Conversational AI implementations, ensuring high quality, scalability, and adherence to best practices for Conversational Architects.
• Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques.
• Recruit, mentor, and develop a world-class team of Conversational Architects, AI specialists, conversational designers, solution architects, and delivery managers.
• Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment.
• Develop and implement training programs to ensure the team possesses the necessary skills in conversational AI design, architecture, and development.
• Manage resource allocation, project prioritization, and operational efficiency within the practice.
• Act as a trusted advisor to clients, understanding their business challenges and translating them into effective Conversational AI solutions.
• Lead client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our Conversational AI offerings.
• Collaborate closely with TELUS Digital's sales, marketing, and other delivery teams to ensure seamless go-to-market strategies and integrated client solutions.

Director, Conversational AI Agents

• Develop and execute the strategic roadmap for the Conversational AI Agent practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries.
• Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high-quality conversational AI solutions (e.g., Virtual Assistants, Chatbots, Voicebots).
• Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and within client organizations to expand our footprint.
• Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support, focusing on platform-agnostic best practices.
• Establish and manage key performance indicators (KPIs) for the practice and the delivered solutions, regularly reporting on progress and demonstrating tangible business value.
• Stay abreast of the latest advancements in conversational AI platforms, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings.
• Drive the creation of innovative, platform-agnostic conversational solutions and accelerators, addressing complex customer experience challenges for our clients.
• Oversee the technical architecture and delivery excellence of Conversational AI implementations, ensuring high quality, scalability, and adherence to best practices for Conversational Architects.
• Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques.
• Recruit, mentor, and develop a world-class team of Conversational Architects, AI specialists, conversational designers, solution architects, and delivery managers.

Manager

• Design and execute internal enablement programs aligned to partner certifications and capability growth.
• Maintain a centralized Partner Knowledge Hub with training resources, certification guides, and recorded enablement sessions.
• Collaborate with craft leads (Experience, Data, Engineering, Marketing) to create role-specific learning paths.
• Host ongoing Partner Learning Series and Lunch & Learns to share updates and success stories.
• Track and report enablement engagement, certification progress, and readiness scores.
• Own and manage the partner certification roadmap across all practices.
• Track certification attainment, expirations, and renewals to ensure partner tier compliance.
• Communicate milestones, celebrate certifications, and publish quarterly readiness reports.
• Collaborate with Marketing and Craft teams to create, manage, and distribute partner-facing materials (capability decks, co-branded case studies, one-pagers, social assets).
• Maintain a Partner Marketing Toolkit with up-to-date collateral and messaging for each ecosystem.
• Support participation in partner marketing activities such as webinars, spotlights, and awards submissions and events.
• Promote partner success stories and updates internally.
• Maintain dashboards for certifications, enablement participation, and partner engagement.
• Provide quarterly summaries of enablement and marketing impact.

Account Executive, Financial Services

Director, Amazon Connect

Senior UX/UI Designer – DevOps

Senior UX/UI Designer – ServiceNow

Agile Project Manager, ServiceNow

Director, Conversational AI Agents

Director, Conversational AI Agents

Partner Enablement Manager