Senior Developer Analyst - Conversational AI

Senior Developer Analyst - Conversational AI

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.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, Africa, 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 & Flexibility 

This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Vancouver, BC, Toronto, ON, OR in a Work From Anywhere (Remote, CA) capacity. 

The Opportunity

A Senior Developer Analyst plays a crucial role in enhancing our customer experience by focusing on the analysis and optimization of our Contact Center AI (CCAI) Conversational Agents. This position requires a blend of technical expertise, analytical skills, and a deep understanding of natural language processing and conversational design principles. You'll work closely with various teams and stakeholders to ensure that our conversational agents deliver tangible benefits, improve customer satisfaction, and align with the organization's strategic goals.

This role is ideal for a seasoned professional who can translate technical solutions related to conversational AI into business value. You're someone who thrives on a challenge, can navigate complex data sets related to agent performance, and is adept at communicating insights to both technical and non-technical audiences. A strong commitment to teamwork and a passion for continuous improvement in AI-driven interactions are key to success.

Responsibilities

• Analyze Conversational Agent Performance: Conduct detailed analysis of CCAI Conversational Agent performance, identifying, quantifying, and tracking the financial and operational benefits realized from improved agent interactions, reduced contact times, and enhanced customer satisfaction.
• Data Analysis and Modeling: Utilize your technical skills to analyze large data sets related to conversational agent transcripts, user intents, deflection rates, and resolution rates, creating models and reports that provide actionable insights for optimization.
• Stakeholder Communication: Present findings and progress updates related to conversational agent performance to project teams, management, and key stakeholders, using clear and effective communication tailored to the audience.
• Manage Stakeholder Expectations: Track progress and report risks related to conversational agent performance to higher leadership, ensuring to track mitigation approaches and progress metrics.
• Process Improvement: Identify opportunities to optimize conversational agent flows and responses, working with development and operations teams to implement improvements that enhance efficiency, accuracy, and user experience.
• Risk Management: Monitor and report on project risks related to conversational agent performance and benefits realization, proposing mitigation strategies to ensure project goals are met.
• Leverage AI-first tooling to optimize and accelerate your day-to-day work.

Qualifications

• Experience: At least 10 years of experience as a developer, business analyst, or a similar role, with a strong focus on AI, specifically in conversational AI or natural language processing.
• Technical Proficiency: Solid understanding of system development life cycles (SDLC) and proficiency in data analysis tools (e.g., SQL, Python, R). Experience with CCAI platforms, natural language understanding (NLU), and natural language generation (NLG) is highly desirable.
• Analytical Skills: Proven ability to analyze complex conversational data, identify trends in user interactions, and translate data into meaningful business insights for agent optimization.
• Communication: Excellent verbal and written communication skills, with the ability to effectively bridge the gap between technical and business teams regarding conversational AI performance.
• Problem-Solving: Strong problem-solving skills and the ability to work independently and as part of a team in a fast-paced environment focused on AI-driven solutions.
• Business Acumen: Deep understanding of customer service operations and how conversational AI can be leveraged to drive business benefits and improve customer experience.

Bonus Points

• Prior experience in optimizing CCAI Conversational Agents or similar chatbot/voicebot platforms.
• Experience with data visualization tools like Tableau or Looker, particularly for visualizing conversational analytics.
• Familiarity with project management software such as Monday.com