[Hiring] Director, CX AI Delivery @TELUS Digital

Role Description

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
• CX intelligence

You will serve as a trusted advisor to client executives, manage a portfolio of client engagements (generally ~$15–20M in revenue), and directly lead delivery, product, and engineering leaders. This is a delivery-first leadership role with an AI lens.

Responsibilities

• Strategic Account Governance & Growth
  • Be the executive partner.
  • Act as the primary escalation point and strategic advisor for client executives.
  • Drive the commercial success of a ~$15–20M portfolio.
  • Identify expansion opportunities in existing accounts.
  • Shape Day 2 support models and advisory engagements.
• Delivery Excellence & Risk Mitigation
  • Lead a global, multidisciplinary team across multiple concurrent workstreams.
  • Identify “red” and “yellow” programs early.
  • Favor smaller releases and faster cycles over big-bang launches.
  • Optimize delivery models for improved margins and scalability.
  • Manage vendor and partner ecosystems.
  • Support the commercial team in pre-sales activities.
• Leadership & Talent Development
  • Coach and mentor delivery, product, and engineering leaders.
  • Build a high-performance culture with regular feedback.
  • Participate in senior-level hiring and skill development.
• Operational & Financial Stewardship
  • Own portfolio financials: gross margin, utilization, and effective billable rates.
  • Maintain precise revenue and resource forecasts.
  • Use data visualization and storytelling to influence decisions.
  • Collaborate across the business to improve internal processes.

Qualifications

• 10+ years in the technology industry, including 4+ years in a senior leadership role.
• Proven record managing a diverse portfolio of client accounts (ideally $10M+ in annual revenue).
• Experience delivering large-scale CX or contact center transformations.
• Working knowledge of how AI is applied in CX.
• Hands-on delivery experience with leading CCaaS or CX AI platforms.
• Deep understanding of the SDLC and Agile delivery.
• Experience managing and coaching leaders across Product, Engineering, and Delivery.
• Strong command of professional services metrics.
• Exceptional ability to navigate high-stakes client conversations.
• Ability to translate complex delivery data into compelling narratives.
• Understanding of regulatory requirements in contact center operations 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 are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.