Associate Principal, Cx Infrastructure Strategy

Summary

Join WillowTree, a TELUS Digital company, as an Associate Principal, CX Infrastructure Strategy. This pivotal role focuses on driving digital/AI transformation in global contact center operations. You will shape and execute digital/AI recommendations, collaborating with CX strategy and AI product teams. The ideal candidate possesses a strong strategic mindset, deep understanding of relevant technology, and the ability to advise clients. This leadership position offers the chance to redefine customer experience for TELUS Digital's clients. The role is hybrid or remote with travel expected. Competitive compensation and benefits are offered.

Requirements

• 5+ years of experience developing tech/AI stack configurations for world-class contact centers (e.g., customer experience management tools, CRM systems, analytics platforms, CCaaS, etc.)
• Able to clearly define integration requirements for deploying new tech/AI solutions into existing tech stack (plus can scope timelines, estimate resource requirements, and be able to communicate what will/won’t work from a technology perspective)
• Strong strategic and analytical skills, with the ability to quantify the business value of tech/AI solutions
• Proficient in management consulting, product, and/or technology strategy
• Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
• Intellectual curiosity and desire to keep up with the ‘latest and greatest’ improvements in contact center tech/AI

Responsibilities

• Help clients define the supporting stack of technologies to execute Digital CX strategy goals, and most importantly how this supporting stack should be configured, including CCaaS
• Collaborate with CX Strategy, Data & AI, CCaaS, and Product teams to develop a repeatable maturity framework with which to assess tech/AI implementation readiness for TELUS Digital contact center clients
• Ensure that tech/AI solutions are able to be effectively deployed and integrated (i.e., articulating the high-level technology architecture vision, gaps, and recommended actions to fill)
• Collaborate with cross-functional teams to keep enablement collateral (ex: sales) up-to-date and relevant
• Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the ‘art of the possible’

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)
• Dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits