Conversational Architect
TELUS Digital
Job Overview
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Job Description
About the Conversational Architect Role
Be a part of a transformational journey with innovative talent and leading-edge technologies. Join our team at TELUS Digital, where we design, build, and develop voice and chatbot solutions. You will support various stakeholder groups, implement new automated experiences, and drive business value through enhanced IVR and Chat Bot functionalities.
Key Responsibilities
- Provide an outside-in view to evolve the team.
- Apply user-centered design methodology to solve design problems.
- Develop application architecture for complex projects.
- Review detailed design specifications, test plans, and documentation.
- Create, groom, and maintain the product backlog.
Required Qualifications
You should have experience with call center technology, virtual assistants, and conversational voice and chat designs. Proficiency with Google Dialogflow CX, knowledge of NLU, Generative AI, and LLM is essential. You must be skilled in creating requirements, journey mapping, and working with Agile methodologies. Strong analytical, creative, and project management skills are needed to drive continuous improvement. Familiarity with telecommunications and contact center technologies will be advantageous.
Great-to-Have
- Experience with Genesys voice platform and Interactive Voice systems.
- Knowledge of call routing protocols and SQL-driven database scripting.
- Familiarity with the Looker portfolio.
Key Skills/Competency
- Conversational design
- Voice UI
- Chatbot development
- IVR systems
- Google Dialogflow CX
- NLU
- Generative AI
- Agile
- Telecommunications
- Customer experience
About TELUS Digital
TELUS Digital is the global arm of TELUS Corporation, one of Canada's largest telecommunications providers. We deliver advanced contact center solutions and business process outsourcing services for major global corporations.
Equal Opportunity Employer
TELUS Digital is committed to diversity and inclusion in all employment aspects, ensuring all decisions are based on qualifications and competence.
How to Get Hired at TELUS Digital
- Research TELUS Digital's culture: Study their mission, values, and customer stories.
- Customize your resume: Highlight relevant conversational and IVR experience.
- Emphasize technical skills: Showcase proficiency in Dialogflow CX and NLU.
- Prepare for interviews: Discuss agile projects and design challenges.
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