Solutions Architect

Summary

Join TELUS Digital as a Digital CX Solutions Architect, bridging sales, technical expertise, and customer success. You will design and architect Digital CX solutions, working with the sales team to drive revenue. Responsibilities include scoping, estimating, and planning Digital CX service offerings, providing pre-sales consulting, and articulating the value proposition of solutions. You will map customer goals to tailored strategies, design complex solutions across platforms, and collaborate on proposals. Conducting digital discovery sessions and staying current with industry trends are also key. This hybrid role, based in Boston, MA, Charlottesville, VA, Durham, NC, or remotely in the US, requires 7+ years of experience in technical pre-sales or solution architecture, focusing on digital customer experience solutions.

Requirements

• 7+ years of experience in technical pre-sales, solution architecture, or consulting services, ideally with a focus on digital customer experience solutions
• Proven experience with product development and the product development lifecycle (e.g. user research, designs, development, and delivering iterative value)
• Strong understanding of Digital CX platforms and technologies (e.g., journey orchestration, chatbots, self-service, analytics, personalization engines)
• Excellent analytical thinking and project management skills for complex customer experience initiatives
• Proven ability to translate customer experience goals and business requirements into scalable digital solutions
• Proficiency in solution design and integration using APIs and modern development languages (e.g., JavaScript, Python, or Java); familiarity with cloud platforms a plus
• Exceptional communication, presentation, and interpersonal skills with both technical and business audiences
• Experience with CRM, contact center, and digital engagement technologies across web, mobile, and social channels
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)

Responsibilities

• Scope, estimate, plan, and position Digital CX service offerings for new and existing customers
• Provide pre-sales and solution consulting leadership focused on digital customer engagement strategies
• Articulate the value proposition and technical capabilities of Digital CX solutions (e.g., chatbots, self-service, journey orchestration, AI/ML) through demos, presentations, and white papers
• Map customers' business goals and CX challenges to tailored digital experience strategies and technologies
• Design and architect complex Digital CX solutions across platforms (e.g., CRM, contact center, web/mobile channels) aligned with customer needs
• Collaborate with sales teams to craft compelling proposals and drive Digital CX opportunities to closure
• Conduct digital discovery sessions and present actionable solution roadmaps for CX transformation
• Stay current with emerging digital CX trends, platforms, and tools to inform solution design and strategic advice

Preferred Qualifications

• Previous experience with Digital CX platform implementations (e.g., Salesforce Experience Cloud, Adobe Experience Platform, Genesys, Five9, Amazon Connect, Twilio, or similar)
• Knowledge of API integrations, data flows across customer touch-points, and migration from legacy systems
• Familiarity with agile methodologies, customer journey mapping, and design thinking practices
• Understanding of customer experience challenges across industries such as retail, financial services, or healthcare
• Relevant certifications in CX technologies, platforms (e.g., Salesforce, Adobe, AWS), or customer experience strategy

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)