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.

About the Role

We are seeking a dynamic and communicative Contact Center AI Engineer to join our team. In this role, you will work closely with our contact center operations team to deploy and customize AI copilots for various use cases within contact center environments.  You will be responsible for writing technical requirements, mapping customer needs, and conducting light integrations with contact center applications. As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders.

Responsibilities

• Partner with contact center operational leads to translate contact center operational needs into scalable AI copilot solutions.

• Mapping customer requirements into clear technical specifications for low-code or API-based integrations.

• Conduct hands-on integrations and API configurations with CRMs, telephony systems, case management tools, and data mapping to tailor AI copilots for specific contact center use cases.

• Design and document technical requirements and data flows to guide development and ensure seamless integration with contact center platforms.

• Serve as a trusted advisor and local evangelist for AI-driven contact center solutions, delivering demos, workshops, and stakeholder briefings.

• Provide prompt engineering and optimization support to refine AI copilot responses and enhance customer interactions.

• Stay abreast of emerging trends in generative AI, conversational AI, and contact center technologies, proactively identifying opportunities for innovation.

• Bridge communication between technical teams, operations leaders, and client stakeholders to ensure solutions deliver measurable business outcomes.

• Develop training materials, user guides, and knowledge assets to drive adoption and empower end-users.

• Track and analyze solution performance metrics, generating insights and recommendations for ongoing improvement.

• Act as a brand ambassador, promoting our solutions internally and externally to build excitement and drive market success.

Requirements:

• Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or a related field

• 5+ years of experience as a software engineer, data scientist, software architect, solutions consultant, or similar role in a technology-driven environment, ideally within contact center, SaaS, or AI domains.

• Hands-on experience designing technical requirements, and documenting data flows for low-code or API-based integrations.

• Experience with Python, including frameworks such as FastAPI, Flask, or Django.

• Familiarity with the development of APIs and integrations with CRM, telephony, or case management systems.

• Experience with prompt engineering and optimization in generative AI or conversational AI solutions.

• Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences.

• Strong analytical and problem-solving skills

• Ability to quickly learn and adapt to new technologies and methodologies

• Experience in project management and stakeholder engagement

• Strong interpersonal skills with a talent for building relationships across various levels of an organization.

Preferred Qualifications:

• Experience working in or with contact centers

• Understanding of key contact center metrics and operations management principles

• Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.

• Familiarity with API integrations and technical solution design for SaaS or cloud-based platforms.

• Previous experience as a product evangelist or in a similar role promoting technology solutions.

• Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)

• Experience with agile methodologies

What Sets You Apart:

• Passion for technology and its potential to transform business operations

• Ability to work with ambiguity, driven to action.

• Ability to think like an operations manager while communicating technical concepts

• Natural curiosity and problem-solving mindset, with a drive to connect technology capabilities to real-world use cases.

• Enthusiasm for public speaking and giving presentations

• Adaptability to work in a fast-paced, evolving technology landscape

• Commitment to continuous learning and staying ahead of industry trends

What’s in it for you? 

• Educational support: Udemy for Business 

• "Work-life balance" culture and flexible schedule 

• Employee Stock Purchase Plan (ESPP) 

• Support global projects in a multicultural environment