Agentic AI & Automation Solutions Engineer

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

The Agentic AI & Automation Solutions Engineer role will operate in a hybrid working model, with on-site requirements in Sofia, Bulgaria, 3 days/week and remote the other two days.

The Opportunity

We're seeking an Agentic AI & Automation Solutions Engineer to join our Forward Deployed Automation Engineering team 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
• Design intelligent automation solutions: Translate operational problems into well-scoped automation architectures using RPA, scripting, APIs, AI/LLM integration, and agentic workflow approaches
• 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

• 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)

• 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

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.

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