Senior Manager, Solutions Architecture (Digital CX)

Boston, MA; Charlottesville, VA; Durham, NC; Remote, USWho We AreWelcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS , one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.Location & FlexibilityOur Amazon Connect Solutions Architectsare an integral part of our team at WillowTree, a TELUS Digital company. To help retain our deep culture of collaboration, this role will prioritize candidates that can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located inBoston, MA, Charlottesville, VA, or Durham, NC.We are also open to candidates based remotely in the US.The OpportunityThe Digital CX Solutions Architect plays a crucial role in bridging sales, technical expertise, and customer success. This position is responsible for designing and architecting Digital CX solutions that meet complex customer requirements, working closely with the sales team to drive revenue growth and ensure successful implementations.ResponsibilitiesScope, estimate, plan, and position Digital CX service offerings for new and existing customersProvide pre-sales and solution consulting leadership focused on digital customer engagement strategiesArticulate the value proposition and technical capabilities of Digital CX solutions (e.g., chatbots, self-service, journey orchestration, AI/ML) through demos, presentations, and white papersMap customers' business goals and CX challenges to tailored digital experience strategies and technologiesDesign and architect complex Digital CX solutions across platforms (e.g., CRM, contact center, web/mobile channels) aligned with customer needsCollaborate with sales teams to craft compelling proposals and drive Digital CX opportunities to closureConduct digital discovery sessions and present actionable solution roadmaps for CX transformationStay current with emerging digital CX trends, platforms, and tools to inform solution design and strategic adviceQualifications7+ years of experience in technical pre-sales, solution architecture, or consulting services, ideally with a focus on digital customer experience solutionsProven 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 initiativesProven ability to translate customer experience goals and business requirements into scalable digital solutionsExceptional communication, presentation, and interpersonal skills with both technical and business audiencesExperience with CRM, contact center, and digital engagement technologies across web, mobile, and social channelsBachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)Bonus PointsPrevious 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 systemsFamiliarity with agile methodologies, customer journey mapping, and design thinking practicesUnderstanding of customer experience challenges across industries such as retail, financial services, or healthcareRelevant certifications in CX technologies, platforms (e.g., Salesforce, Adobe, AWS), or customer experience strategyEqual Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.What We'll OfferIn addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)Life & Disability Insurance401K matchingFlexible paid time off & paid company holidaysEmployee Share Purchase PlanEmployee Assistance Program (EAP)And more!*Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, WillowTree conducts regular compensation audits.USA Pay Range$185,000 - $200,000 USDCreate a Job AlertInterested in building your career at WillowTree? Get future opportunities sent straight to your email.Apply for this jobindicates a required fieldFirst Name *Last Name *Email *PhoneResume/CVEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfLinkedIn URL (Please list N/A if you don't have one) *How did you hear about us? * Select...Where did you hear about us? * Select...Referring WillowTree or TELUS Digital teammate name (current or former) if applicable.Are you legally authorized to work in the U.S.? * Select...Will you now, or in the future, require WillowTree to provide sponsorship or sponsor an immigration case in order to employ you? (For example, H-1B or other employment-based immigration case) * Select...Are you comfortable with the salary range provided? *Please confirm which of the following location(s) you'd like to be considered for. Check all that apply. *Columbus, OHRemote, USWillowTree has partnered with several industry leading CCaaS platforms. Please provide a brief overview of your experience developing or architecting solutions with the following solutions:1). Google CCAI2). Amazon Connect3). Genesys4). Five9 #J-18808-Ljbffr

Created: 2025-09-21