Senior Developer Analyst

Senior Developer Analyst 

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 Business Benefits: Conduct detailed benefits analysis for the back-office project, identifying, quantifying, and tracking the financial and operational benefits realized from new systems and processes.
• Data Analysis and Modeling: Utilize your technical skills to analyze large data sets related to benefits, creating models and reports that provide actionable insights.
• Stakeholder Communication: Present findings and progress updates to project teams, management, and key stakeholders, using clear and effective communication tailored to the audience.
• Manage stakeholder expectations: Tracking progress and reporting risks to higher leadership, ensuring to track mitigation approaches and progress metrics
• Process Improvement: Identify opportunities to optimize back-office processes, working with development and operations teams to implement improvements that enhance efficiency and accuracy.
• Risk Management: Monitor and report on project risks related to 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 back-office operations and benefits analysis.
• Technical Proficiency: Solid understanding of system development life cycles (SDLC) and proficiency in data analysis tools (e.g., SQL, Python, R).
• Analytical Skills: Proven ability to analyze complex data, identify trends, and translate data into meaningful business insights.
• Communication: Excellent verbal and written communication skills, with the ability to effectively bridge the gap between technical and business teams.
• Problem-Solving: Strong problem-solving skills and the ability to work independently and as part of a team in a fast-paced environment.
• Business Acumen: Deep understanding of back-office functions and how technology can be leveraged to drive business benefits.

Bonus Points

• Prior experience in the benefits analysis.
• Experience with data visualization tools like Tableau or Looker.
• Familiarity with project management software such as Monday.com