Conversational Architect

Who We Are

Welcome 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 and Flexibility

This role can be fully remote for candidates based in Brazil, due to team distribution and occasional in-person opportunities. If you are based in São Paulo or Porto Alegre, you are welcome to work from one of our offices on a flexible schedule.

The Opportunity

As a Conversational Architect, you will provide support to various stakeholder groups within TELUS DIGITAL, implementing new automated experiences for our customers while driving value for our business through improvements in our Voice (IVR) and Chatbots. You will also work closely with our Product Owners and our stakeholders to identify new innovative solutions that optimize existing functionality and drive operational efficiencies. Collectively, the passion and energy we possess will enable us to transform highly complex technologies into exceptional automated experiences for our team members, as well as internal and external customers.

Responsibilities

• Providing an outside-in view to help the team evolve.
• Demonstrate a passion to learn quickly and adapt to new technologies.
• Approach design problems with a user-centered design methodology.
• Discover and analyze business requirements, being the advocate for the customer while also understanding existing technology capabilities.
• Develop application architecture design for high complexity projects, with emphasis on technical architecture, and implement solutions.
• Participate in the review of detailed design specifications, test plans, and user documentation for functional and technical completeness and accuracy.
• Bring creativity, strong logic skills, and the ability to work in a dynamic, challenging, and consultative environment.
• Developing functional specifications, design documents, call flows, and conversational experiences, including the capability to design alternative solutions, and evaluating them to choose the best approach.  
• Meet and collaborate with customers, users, and development partners to validate conceptual designs
• Conducting ongoing proactive analysis of our virtual assistant quality and productivity performance
• Creating, grooming, and maintaining the product backlog, updating it on an ongoing basis following changes in business priorities

Qualifications

• Natural Language Understanding (NLU) platforms expertise: Hands-on experience with this kind of platform (Google Dialogflow CX, IBM Watson, Amazon Lex, Kore.AI, or similar), understanding its features and limitations. 
• Conversational Design and Implementation Expertise: Proven experience in designing and implementing conversational flows for virtual agents, handling complex dialogs, intents, state management, and integrating the design into the larger technical architecture.A mindset for establishing high-quality user and customer experiences.
• A reputation as a self-starter who is willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely
• Strong analytical, creative thinking, decision-making skills, and the ability to think outside the box to drive continuous improvement
• Superior conceptual, analytical, and problem-solving skills with the ability to strategize and interpret business objectives. 
• Proven history of excelling in a team-based, collaborative environment, with a friendly attitude.
• Dialogflow CX Generators and Playbooks (or similar): Direct experience using generative features. Expertise in configuring and fine-tuning Generators, experience in creating and chaining Playbooks in DFCX or similar in other NLU platforms.
• Natural Language Understanding (NLU) and Natural Language Processing (NLP): Strong knowledge of NLU and NLP concepts.
• Generative AI Concepts: A strong understanding of how large language models (LLMs) work, including prompt engineering, few-shot learning, and managing model outputs.
• Voice and Chat Channel Experience: Expertise in designing for both voice and chat.
• API and Integrations: Ability to integrate the virtual agent with backend systems and APIs.
• Python or Node.js: Experience with Python or Node.js for building custom webhooks and backend logic.

Bonus Points

• Telecommunications Industry Knowledge: Familiarity with the telecommunications industry and common customer support use cases.
• Cloud Functions: Proficiency in using Google Cloud Functions to create webhooks that connect Dialogflow CX to external systems and databases.
• Data Science: Experience with Large Language Models (LLM) and the use of playbooks.
• Data Analysis: Ability to analyze conversational data to identify areas for improvement.
• SQL: The ability to write and optimize SQL queries to retrieve customer data from databases and analyze conversational logs.
• Project Management: Experience with project management methodologies, such as Agile, and related tools like Jira.
• UX/UI Design Principles: A good understanding of UX/UI design principles for a seamless user experience.
• Previous experience with Genesys voice platform, Interactive Voice and Chat Virtual Assistants, Google Voice Platform, and call routing protocols
• Familiarity with the Looker portfolio
• The understanding required to learn new technology and applications quickly
• Ethical AI Principles: A solid grasp of the ethical considerations related to generative AI.

Why TELUS Digital?

At TELUS Digital, you'll work with world-class brands like FOX, HBO, PepsiCo, and Domino's, building transformative digital products that impact millions. Our global reach allows you to collaborate with diverse, international teams, solving complex problems and delivering tech-driven solutions that matter.
We thrive on engineering excellence, using the latest technologies in cloud computing, AI, machine learning, DevOps, microservices architecture, and data engineering. Our teams embrace Agile methodologies, continuous integration and deployment (CI/CD) pipelines, and a DevOps-first mindset to deliver solutions at scale.

In addition to being part of an international and innovative consultancy company, you will have:

• A Global Innovation Hub: Be part of an international consultancy at the forefront of technology
• Work-Life Harmony: Enjoy flexible hours and autonomy to balance your professional and personal life
• Cutting-Edge Tech Playground: Dive into the latest technologies and shape the future of digital solutions
• Prestigious Partnerships: Collaborate with world-renowned brands, making a real impact in the market
• Growth-Centric Environment: Thrive in our collaborative ecosystem with a clear career development path
• Global Exposure: Embrace optional international travel opportunities to broaden your horizons

Some of our benefits: 

• Health and dental plan
• Life insurance
• Monthly voucher for meals, culture, education, health and mobility
• Child care assistance and more!

Equal Opportunity Employer

At 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.

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