WillowTree
Senior Manager, Solutions Architecture (Digital CX)
WillowTree, Columbus, Ohio, United States, 43224
Overview
Senior Manager, Solutions Architecture
(Digital CX) role at
WillowTree
(a TELUS Digital company). This position bridges sales, technical expertise, and customer success to design and architect Digital CX solutions that meet complex customer requirements, working closely with the sales team to drive revenue growth and ensure successful implementations. Location & Flexibility
Our Solutions Architects are an integral part of the WillowTree team. To help retain our culture of collaboration, this role prioritizes candidates who can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). Location options:
Boston, MA ,
Charlottesville, VA , or
Durham, NC . We are also open to candidates based remotely in the US. The Opportunity
The Digital CX Solutions Architect plays a crucial role in bridging sales, technical expertise, and customer success. This position is responsible for designing and architecting Digital CX solutions that meet complex customer requirements, working closely with the sales team to drive revenue growth and ensure successful implementations. Responsibilities Scope, estimate, plan, and position Digital CX service offerings for new and existing customers Provide pre-sales and solution consulting leadership focused on digital customer engagement strategies Articulate the value proposition and technical capabilities of Digital CX solutions (e.g., chatbots, self-service, journey orchestration, AI/ML) through demos, presentations, and white papers Map customers' business goals and CX challenges to tailored digital experience strategies and technologies Design and architect complex Digital CX solutions across platforms (e.g., CRM, contact center, web/mobile channels) aligned with customer needs Collaborate with sales teams to craft compelling proposals and drive Digital CX opportunities to closure Conduct digital discovery sessions and present actionable solution roadmaps for CX transformation Stay current with emerging digital CX trends, platforms, and tools to inform solution design and strategic advice
Qualifications
7+ years of experience in technical pre-sales, solution architecture, or consulting services, ideally with a focus on digital customer experience solutions Proven experience with product development and the product development lifecycle (e.g., user research, designs, development, and delivering iterative value) Strong understanding of Digital CX platforms and technologies (e.g., journey orchestration, chatbots, self-service, analytics, personalization engines) Excellent analytical thinking and project management skills for complex customer experience initiatives Proven ability to translate customer experience goals and business requirements into scalable digital solutions Proficiency in solution design and integration using APIs and modern development languages (e.g., JavaScript, Python, or Java); familiarity with cloud platforms a plus Exceptional communication, presentation, and interpersonal skills with both technical and business audiences Experience with CRM, contact center, and digital engagement technologies across web, mobile, and social channels Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
Bonus Points
Previous experience with Digital CX platform implementations (e.g., Salesforce Experience Cloud, Adobe Experience Platform, Genesys, Five9, Amazon Connect, Twilio, or similar) Knowledge of API integrations, data flows across customer touch-points, and migration from legacy systems Familiarity with agile methodologies, customer journey mapping, and design thinking practices Understanding of customer experience challenges across industries such as retail, financial services, or healthcare Relevant certifications in CX technologies, platforms (e.g., Salesforce, Adobe, AWS), or customer experience strategy
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. What We'll Offer
In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums) Life & Disability Insurance 401K matching Flexible paid time off & paid company holidays Parental Leave Employee Share Purchase Plan Employee Assistance Program (EAP) And more!
Compensation
USA Pay Range:
$185,000 $200,000 USD Location
Location & Flexibility: Hybrid in-office (Tuesdays, Wednesdays, Thursdays). In-office locations:
Boston, MA ,
Charlottesville, VA , or
Durham, NC . We are also open to candidates based remotely in the US. #J-18808-Ljbffr
Senior Manager, Solutions Architecture
(Digital CX) role at
WillowTree
(a TELUS Digital company). This position bridges sales, technical expertise, and customer success to design and architect Digital CX solutions that meet complex customer requirements, working closely with the sales team to drive revenue growth and ensure successful implementations. Location & Flexibility
Our Solutions Architects are an integral part of the WillowTree team. To help retain our culture of collaboration, this role prioritizes candidates who can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). Location options:
Boston, MA ,
Charlottesville, VA , or
Durham, NC . We are also open to candidates based remotely in the US. The Opportunity
The Digital CX Solutions Architect plays a crucial role in bridging sales, technical expertise, and customer success. This position is responsible for designing and architecting Digital CX solutions that meet complex customer requirements, working closely with the sales team to drive revenue growth and ensure successful implementations. Responsibilities Scope, estimate, plan, and position Digital CX service offerings for new and existing customers Provide pre-sales and solution consulting leadership focused on digital customer engagement strategies Articulate the value proposition and technical capabilities of Digital CX solutions (e.g., chatbots, self-service, journey orchestration, AI/ML) through demos, presentations, and white papers Map customers' business goals and CX challenges to tailored digital experience strategies and technologies Design and architect complex Digital CX solutions across platforms (e.g., CRM, contact center, web/mobile channels) aligned with customer needs Collaborate with sales teams to craft compelling proposals and drive Digital CX opportunities to closure Conduct digital discovery sessions and present actionable solution roadmaps for CX transformation Stay current with emerging digital CX trends, platforms, and tools to inform solution design and strategic advice
Qualifications
7+ years of experience in technical pre-sales, solution architecture, or consulting services, ideally with a focus on digital customer experience solutions Proven experience with product development and the product development lifecycle (e.g., user research, designs, development, and delivering iterative value) Strong understanding of Digital CX platforms and technologies (e.g., journey orchestration, chatbots, self-service, analytics, personalization engines) Excellent analytical thinking and project management skills for complex customer experience initiatives Proven ability to translate customer experience goals and business requirements into scalable digital solutions Proficiency in solution design and integration using APIs and modern development languages (e.g., JavaScript, Python, or Java); familiarity with cloud platforms a plus Exceptional communication, presentation, and interpersonal skills with both technical and business audiences Experience with CRM, contact center, and digital engagement technologies across web, mobile, and social channels Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
Bonus Points
Previous experience with Digital CX platform implementations (e.g., Salesforce Experience Cloud, Adobe Experience Platform, Genesys, Five9, Amazon Connect, Twilio, or similar) Knowledge of API integrations, data flows across customer touch-points, and migration from legacy systems Familiarity with agile methodologies, customer journey mapping, and design thinking practices Understanding of customer experience challenges across industries such as retail, financial services, or healthcare Relevant certifications in CX technologies, platforms (e.g., Salesforce, Adobe, AWS), or customer experience strategy
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. What We'll Offer
In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits: Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums) Life & Disability Insurance 401K matching Flexible paid time off & paid company holidays Parental Leave Employee Share Purchase Plan Employee Assistance Program (EAP) And more!
Compensation
USA Pay Range:
$185,000 $200,000 USD Location
Location & Flexibility: Hybrid in-office (Tuesdays, Wednesdays, Thursdays). In-office locations:
Boston, MA ,
Charlottesville, VA , or
Durham, NC . We are also open to candidates based remotely in the US. #J-18808-Ljbffr