[Hiring] Director, Delivery CX AI @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, managing a portfolio of client engagements (generally ~$15–20M in revenue), directly leading delivery, product, and engineering leaders, and stepping in to stabilize and recover programs when needed.

This is a delivery-first leadership role with an AI lens. You will help clients adopt AI 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.

Responsibilities

• Strategic Account Governance & Growth
  • Be the executive partner.
  • Act as the primary escalation point and strategic advisor for client executives.
  • Run portfolio health.
  • Drive the commercial success of a ~$15–20M portfolio.
  • Identify expansion opportunities in existing accounts.
  • Extend into managed services and advisory as the practice matures.
• Delivery Excellence & Risk Mitigation
  • Lead a global, multidisciplinary team across multiple concurrent workstreams.
  • Manage risk proactively.
  • Push for iterative delivery.
  • Optimize delivery models.
  • Manage vendor and partner ecosystems.
  • Partner on pre-sales.
• Leadership & Talent Development
  • Coach and mentor delivery, product, and engineering leaders.
  • Build a high-performance culture.
  • Raise the bar on talent.
• Operational & Financial Stewardship
  • Own portfolio financials: gross margin, utilization, and effective billable rates.
  • Forecast accurately.
  • Influence with data.
  • Collaborate across the business.

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 one or more 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 “recovery situations” and 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.

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