Director, Delivery CX AI

The posting, as TELUS Digital wrote it

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, Africa, 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

This role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, Boston, MA, Toronto, ON, or Vancouver, BC.

This role may involve travel of up to 25% to contact center and client locations.

THE OPPORTUNITY

We are seeking a Director, CX AI Delivery: a consultant and delivery expert who can turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across our CX AI portfolio, spanning Contact Center as a Service (CCaaS) platforms, conversational and agentic AI, agent assist, and CX intelligence, and serve as a trusted advisor to client executives. You will manage a portfolio of client engagements (generally ~$15–20M in revenue), directly lead delivery, product, and engineering leaders, and step in to stabilize and recover programs when needed.

This is a delivery-first leadership role with an AI lens. You will bring the rigor of a seasoned delivery executive together with a working command of how AI is changing CX: from AI-driven routing and virtual agents to copilots, knowledge, and agentic automation. You will help clients adopt these capabilities responsibly, at scale, and in iterative releases that get value into production quickly. You will also help evaluate vendor and partner solutions and decide how and when new tools enter the ecosystem.

This position reports to the Managing Director, CX AI Delivery and typically manages 8–12 direct reports, including senior managers, managers, and principal-level delivery and technical leaders. It is primarily evaluated on delivery success, client and team feedback, forecast accuracy, portfolio profitability, and growth of key accounts. This is an opportunistically billable position.

RESPONSIBILITIES

STRATEGIC ACCOUNT GOVERNANCE & GROWTH

• Be the executive partner. Act as the primary escalatio

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and voice AI, agent assist and copilots, AI-driven routing, knowledge and content for AI, and CX intelligence; ability to discuss architecture, risk, and ROI credibly with both technical and executive audiences.

• Hands-on delivery experience with one or more leading CCaaS or CX AI platforms (e.g., Genesys, Amazon Connect, Zendesk, Google); platform certifications and experience across multiple verticals are a plus.
• Deep understanding of the SDLC and Agile delivery, with a track record of leading complex, custom-built software solutions from discovery to launch, and comfort with iterative, experiment-driven delivery.
• Experience managing and coaching leaders across Product, Engineering, and Delivery, and leading large, globally distributed teams.
• Strong command of professional services metrics, including gross margin, utilization, forecast accuracy, and effective billable rates.
• Exceptional ability to navigate “recovery situations” and high-stakes client conversations with poise, clarity, and a solution-oriented mindset.
• Ability to translate complex delivery data into compelling narratives for QBRs and executive stakeholders.
• Understanding of regulatory requirements in contact center operations (e.g., PCI, HIPAA, TCPA, PIPEDA) is a plus.

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.

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