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.
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
Our Zendesk Solutions Architects are an integral part of our team at WillowTree, a TELUS Digital company. To help retain our deep culture of collaboration, this role will prioritize candidates that can maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Charlottesville, VA, or Durham, NC.
We are also open to candidates based remotely in the US.
The Opportunity
The Zendesk Solutions Architect plays a crucial role in bridging sales, technical expertise, and customer success. This position is responsible for designing and architecting Zendesk 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 Zendesk service offerings for new and existing customers
- Provide pre-sales and solution consulting leadership in a team environment
- Articulate Zendesk's value proposition and technical capabilities to prospects and customers through product/technical demos, presentations, and white papers
- Map customers' functional and technical requirements to business objectives using Zendesk functionality
- Design and architect complex Zendesk solutions tailored to customer needs
- Collaborate with sales teams to develop winning proposals and drive deals to closure
- Conduct technical discovery sessions and present solution recommendations
- Stay current with Zendesk product updates and industry trends
Qualifications
- 3+ years of experience in technical pre-sales, solution architecture, or consulting services
- Strong understanding of Zendesk products and their technical capabilities
- Excellent analytical and project management skills
- Ability to translate business requirements into technical solutions
- Proficiency in one or more programming languages (e.g., Ruby, Python, Java, C#, or JavaScript)
- Outstanding communication, presentation, and interpersonal skills
- Experience in customer relationship management (CRM) and customer service technologies
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
Bonus Points
- Previous experience with Zendesk implementations or similar SaaS platforms
- Knowledge of API integrations and data migration processes
- Familiarity with agile methodologies and project management tools
- Understanding of industry-specific business processes and challenges
- Certification in Zendesk products or relevant technical certifications
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!
*Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, WillowTree conducts regular compensation audits.
USA Pay Range
$152,000—$172,800 USD
Top Skills
What We Do
We help our clients realize the potential of rapidly evolving mobile technologies, from developing a mobile strategy to launching mobile products. Our unique team permits us to address our clients concerns at the highest strategic level, while ensuring that all recommendations are presented in the context of real-world build costs and timelines. We then have the expertise to take the strategy through the mobile product design, development, testing, launch and growth phases. Our main areas of focus are:
- App Development
- Web Development
- OTT Development
- Digital Product Strategy
- Digital Product Design
- Growth
- Voice Technology
We serve Fortune 500 clients such as 21st Century Fox, Synchrony Financial, ABInBev, PepsiCo, Alliant Credit Union, Wyndham Hotels & Resorts, Regal Cinemas, and National Geographic.
WillowTree, LLC was founded in 2007 with offices in Charlottesville, VA and Durham, NC, Brooklyn, NY, and Columbus, OH.
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