Principal, Conversational AI Strategy

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, 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.

The Opportunity

We are seeking an experienced Principal, Conversational AI Strategy to help our clients make business and technical trade offs as they launch voice and text bots.  The ideal candidate will have a strong strategic mindset, a deep understanding of the technology stack associated with voice / text bot deployment, and ability to counsel clients and product teams to drive superior business outcomes.  This is a key leadership role with the opportunity to redefine the future of customer experience for TELUS Digital’s clients.  

Location and Flexibility

This role will be in a Work From Near (Hybrid) capacity based in one of the following offices: Boston, MA, Charlottesville, VA, Durham, NC, or Columbus, OH OR in a Work From Anywhere (Remote) capacity with travel to clients and WillowTree offices expected. 

Responsibilities 

• Business impact modeling: Quantify the business value of voice / text bots and determine leading / lagging metrics with which to measure success (i.e., continually refresh the impact model as assumptions are confirmed)
• Intent classification: Work with stakeholders to align on the voice / chat bot intent which will maximize business value and customer experience  
• Advice on technical options: Lay out potential options and associated pros/cons/considerations for voice / text bot deployment, in close collaboration with implementation teams
• Integration requirements / architecture: Define the future state architecture for voice / text bot deployment, with clear identification of gaps and any recommendations to fill 
• Orchestration across the rest of the org: Bring together perspectives from various stakeholders and implementation teams (e.g., clients, product teams, data and AI services, design, etc.)  

Skills & Qualifications

• 5+ years of experience in management consulting and/or technology strategy
• Demonstrated experience in Conversational AI and/or the use of customer data to build Natural Language (NLP) modeling pipelines for intent classification, training, deploying voice / text bots
• Strong strategic and analytical skills, with the ability to quantify the business value of tech/AI solutions
• Ability to communicate effectively and succinctly across all levels of an organization. The ideal candidate excels in client relationships/communication and possesses the executive presence to influence appropriate senior stakeholders
• Intellectual curiosity and desire to keep up with the ‘latest and greatest’ improvements in Conversational AI

Why WillowTree?

We offer a place to be yourself.

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

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.