Technical Engagement Manager presso Lifeworks

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

The Technical Engagement Manager (TEM) is a senior-level technical communicator who steps into client conversations when technical depth is required. This role supports our client-facing teams by acting as a bridge between business stakeholders and the internal technical teams that own architecture, infrastructure, deployment, performance, and support.

TEMs are responsible for understanding complex client-reported issues or proposals, gathering the technical context from internal teams, and returning to the client with explanations, answers, or options that are clear, accurate, and actionable. They ensure that our clients fully understand what’s happening and what can be done — even when the situation is ambiguous, difficult, or high-pressure.

This role is not about knowing all the answers firsthand. It’s about knowing which questions to ask, how to probe deeply into client-reported issues, and how to navigate our internal teams to get to the right answer. The TEM must be able to represent those answers with the same level of clarity and authority as the teams who provided them.

What You’ll Do

• Meet directly with clients to uncover the technical nature of an issue, proposed change, or concern
• Work with clients to fully understand their technical questions and examples, including use cases, timelines, and impacts
• Ask the right technical questions to identify root causes or risks, even when the client cannot fully articulate the problem
• Represent the client’s technical question internally, coordinating with developers, DBAs, deployment, environment support, and application support
• Gather details, confirm understanding, and produce responses that accurately reflect internal knowledge and decision-making
• Translate internal technical concepts into language that makes sense to client stakeholders without losing meaning or precision
• Deliver technical explanations to clients in a way that reinforces confidence, even when the message is difficult or the answer is not what they want to hear
• Coordinate multi-team calls to resolve cross-functional issues
• Write client-facing RCA explanations, technical memos, or planning documents as needed

Required Skills and Experience

• 5+ years of experience in a technical environment involving infrastructure, software development, deployments, or operations
• Strong communication skills with a proven ability to break down complex technical issues for client audiences
• Direct experience speaking with clients or external stakeholders about technical topics
• Familiarity with production systems, enterprise deployments, performance troubleshooting, and common failure modes in SaaS environments
• Ability to build trust with technical audiences by demonstrating credibility and clarity
• Strong written communication skills — can produce clear, accurate technical summaries and status reports
• Comfortable coordinating across multiple teams and asking follow-up questions until the answer is right
• Balanced customer service mindset — able to advocate for client needs without overcommitting internal teams

Preferred Qualifications

• Previous experience as a technical account manager, systems analyst, infrastructure engineer, or in a client-facing support engineering role
• Experience working in highly regulated environments (e.g., government, healthcare, finance)
• Familiarity with performance testing, deployment tools, cloud architecture, or integration workflows
• Understanding of incident response and root cause analysis workflows

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

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