Forward Deployed Automation Engineer

WHO WE ARE

Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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

The Forward Deployed Automation Engineer role will operate in a hybrid working model, with onsite requirements in Sofia, Bulgaria, 3 days/week and remote the other two days.

THE OPPORTUNITY

We're seeking a Forward Deployed Automation Engineer to work embedded with our client’s operations and Workforce Management teams. You'll lead discovery-driven initiatives where deep technical expertise is essential — understanding automation architectures, AI-driven solutions, and integration patterns allows you to identify optimization opportunities others miss. You'll spend 70-80% of your time in discovery: observing workflows, building stakeholder trust, scoping solutions with technical precision, and designing intelligent automation approaches. The remaining 20-25% focuses on building and deploying production-ready automations using RPA, scripting, AI integration, and agentic workflows. This role demands both technical capability and exceptional communication skills.

RESPONSIBILITIES

- Lead technical discovery: Embed with operations teams to understand workflows at a technical and operational level; identify automation opportunities by analyzing processes through both business and technical lenses

- Build and deploy production automations: Develop, test, and deploy automation solutions including scripts, RPA workflows, data pipelines, and AI-driven integrations that handle complex operational tasks

- Drive stakeholder alignment: Build trust with operational teams and leadership; clearly communicate technical solutions, business impact, and implementation timelines to non-technical audiences

- Enable operational teams: Guide and mentor team leads and operational staff in automation practices; support citizen developer initiatives by sharing technical expertise and best practices

- Measure and quantify impact: Track automation results (time savings, productivity gains, efficiency improvements) and develop business cases demonstrating ROI and operational value

QUALIFICATIONS

- Business-level English proficiency (written and verbal) is required

- 5+ years of hands-on experience in software engineering, automation development, or technical solution engineering with proven delivery of complex automation systems

- Expert-level proficiency in at least one RPA platform (UiPath, Automation Anywhere, Power Automate, n8n) and Python (Java or PowerShell, too) scripting languages

- Strong technical foundation in SQL, data transformation, API integration, and system architectures; comfortable designing data pipelines and service-based automation solutions

- Experience working in cloud environments (AWS, Azure, or GCP) with containerized workflows (Docker) and CI/CD pipelines

- Demonstrated expertise in modern AI-driven automation: practical knowledge of LLM APIs (OpenAI, Gemini, etc.), Retrieval-Augmented Generation (RAG), agentic AI workflows, and prompt engineering

- Exceptional communication and interpersonal skills; proven ability to translate complex technical concepts for non-technical stakeholders and build trust with operational teams

- Strong problem-solving mindset with ability to independently drive solutions from discovery through production deployment

- Bachelor's degree in Computer Science, Software Engineering, Data Science, or related technical discipline (or equivalent hands-on experience building complex automation systems)

BONUS POINTS

- Experience automating contact center operations, Workforce Management processes, or operational reporting environments

- Familiarity with WFM platforms (Verint, Workday) or operational analytics and BI environments

- Experience building automation enablement programs or scaling citizen developer initiatives

- Hands-on experience deploying agentic AI systems into production using frameworks such as LangChain, AutoGen, or CrewAI

- Track record of quantifying operational impact and building ROI-driven business cases

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