Telus Digital
Managing Director, CX AI Delivery
Remote, US · Director
Sponsorship not specifiedDetected 9 days ago
AWSProject ManagementSalesforceCRMBusiness DevelopmentCustomer SupportZendeskLeadershipCommunicationCollaborationProblem Solving
About the role
- TELUS Digital is redefining what's possible in customer experience.
- As a global CX AI operation supporting 75,000 team members, we're not just talking about AI transformation.
- Now we need a bold, sharp, and strategically fearless leader to architect how we bring it to life across every corner of our business.
Responsibilities
- Drive growth by identifying emerging trends, market opportunities, and industry best practices in contact center innovation
- Lead the planning, development, and execution of the CX AI strategic roadmap, including new innovative offerings in the AI space for contact centers
- Partner with Business Development, Digital Solutions leaders, and CXM account and operations leaders to grow and transform managed accounts in the BPO business
- Monitor financial performance, identify areas for improvement, and implement corrective actions as necessary
- Build and lead high-performing teams across technologies and capabilities
- Drive the development and integration of innovative AI-powered solutions and offerings for contact center CX optimization
- Our Managing Director of CX AI Delivery will lead our digital innovation efforts in contact center operations, focusing on AI-enabled customer service solutions.
- You will provide strategic guidance, lead cross-functional teams, and deliver outstanding client value across a global CX operation.
Requirements
- In-depth knowledge of CCaaS platforms (Genesys, AWS Connect, Google, Five9), CRM systems (Salesforce, Zendesk), and related contact center CX technologies
- Strong understanding of AI platforms and their application in contact center operations
- Experience with conversational AI and digital engagement solutions
- Track record of being a dynamic decision-maker and having adaptiveness in a quickly changing environment
- Deep knowledge of customer experience strategies and digital transformation
- Outstanding communication skills, both written and verbal, with the ability to present complex ideas effectively to C-level and Executive audiences
- Strong collaborator with the ability to work seamlessly across diverse teams and cultures
Skills
- Foster a culture of excellence, innovation, collaboration, and continuous learning within the CX AI teams globally
- Oversee the delivery of high-quality CX AI implementations and strategic recommendations
- Leadership experience in technology consulting, project management, and executive partnerships
- Clear and tested experience in leading cross-functional teams and managing P&L responsibilities
Compensation
- In partnership with Business Development, develop and implement effective revenue generation strategies to meet or exceed annual revenue targets for digital contact center solutions
Benefits
- The Managing Director of CX AI Delivery will have P&L responsibility and will play a critical role in shaping our company's overall vision, strategy, and growth in digital contact center solutions.
- Collaborate with the executive leadership team to define the company's CX AI vision, strategy, and goals for contact center transformation
Company info
- Welcome to TELUS Digital https://www.telusdigital.com/, where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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, Enterprise Technology, 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.
- Welcome to TELUS Digital https://www.telusdigital.com/, where innovation drives impact at a global scale.
- As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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.
- This role can operate remotely within the US OR be based out of one of our major US office locations - Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA
- This is an exceptional opportunity for a talented and results-oriented leader to make a significant impact in shaping our company's future and driving digital innovation in the evolving CX AI landscape.
Equal opportunity
- 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.
- We will only use the information you provide to process your application and to produce tracking statistics.
- Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.
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This listing is sourced directly from Telus Digital's careers page and normalized into a canonical job model.