Position Overview

This senior role will be responsible for supporting all aspects of the solution development process including, consulting, positioning, requirements gathering, solution development, and solution presentations for TELUS International’s portfolio of Digital Customer Experience products and services.

Primary Responsibilities

Reporting to the Director of Solutions Consulting, you will have the following key responsibilities

• Consulting with customers to establish a customer experience strategy and roadmap.
• Communicating and positioning the business benefits of the TELUS International Digital Solutions services.
• Assessing customer’s current capabilities using a variety of techniques including, but not limited to, interviews, surveys, and data capture & analysis,
• Formulate recommendations with attention to a client’s strategy, capabilities, and limitations
• Moving the customer through the complete buying cycle
• Articulate and educate clients on the TELUS International portfolio as it relates to their specific requirements.
• Serve as Pre-Sales Subject Matter Expert for key technologies aligned with TELUS International Digital Solutions (TIDS) , specifically: Digital Customer Experience ecosystems including partner solutions
• Work with internal and partner Subject Matter Experts to develop Statements of Work
• Work extensively with sales teams to plan account strategies
• Support an effective transition of services from pre-sales to completed implementations

Skills & Abilities

• Ability to relate and communicate with executives, directors, managers, and technical Subject Matter Experts
• Deep understanding of TELUS International Digital Solutions Customer Experience (CX) portfolio
• Deep knowledge and subject matter expertise in Contact Center and Service Desk solutions industry including potential partners and competitors
• Knowledge and practical experience leveraging frameworks and models to document the customer’s current state, strategy, roadmap, and value creation
• Working collaboratively in a matrix organization
• Outstanding communication and interpersonal skills

Qualifications

• BS in Computer Science or related field preferred
• 10+ years of experience in Customer Experience environments
• Demonstrated experience in identifying and understanding customer business and technical requirements and matching the appropriate services and technologies to meet their needs.

Location  

Remote position located in North America

TELUS Values

TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate

At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.