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About the Role

We are seeking a Director, CX AI Delivery to lead delivery across our CX AI portfolio, serving as a trusted advisor to client executives. This role involves managing a portfolio of client engagements, leading delivery, product, and engineering leaders, and stabilizing programs when needed. It requires a blend of delivery executive rigor and a strong understanding of how AI is transforming Customer Experience (CX).

Responsibilities

Act as the primary escalation point and strategic advisor for client executives.
Drive the commercial success of a ~$15–20M portfolio through Quarterly Business Reviews.
Identify expansion opportunities in existing accounts and support renewals, upsell, and expansion.
Shape Day 2 support models, operational readiness, and advisory engagements.
Lead a global, multidisciplinary team across multiple concurrent workstreams.
Proactively identify and manage program risks, stepping into recovery situations.
Promote iterative delivery with smaller releases and faster cycles.
Optimize delivery models balancing onshore/offshore teams, automation, and repeatable assets.
Manage vendor and partner ecosystems for joint solutions.
Support the commercial team in shaping innovative solutions and leading scoping for new engagements.
Coach and mentor delivery, product, and engineering leaders.
Build a high-performance culture with regular 1:1s and performance reviews.
Participate in senior-level hiring and contribute to the Delivery Playbook.
Own portfolio financials including gross margin, utilization, and effective billable rates.
Maintain precise revenue and resource forecasts.
Use reporting, data visualization, and storytelling to influence internal and external decisions.
Collaborate across the business to improve internal processes and operational efficiency.

Requirements

10+ years in the technology industry.
4+ years in a senior leadership role in a professional services, consulting, or agency environment.
Proven record managing a diverse portfolio of client accounts (ideally $10M+ in annual revenue) with a focus on retention and organic growth.
Experience delivering large-scale CX or contact center transformations influencing VP- and C-level decision making.
Working knowledge of AI applications in CX, including conversational and voice AI, agent assist, AI-driven routing, and CX intelligence.
Ability to discuss architecture, risk, and ROI credibly with technical and executive audiences.
Hands-on delivery experience with 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.
Track record of leading complex, custom-built software solutions from discovery to launch.
Comfort with iterative, experiment-driven delivery.
Experience managing and coaching leaders across Product, Engineering, and Delivery.
Experience 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.
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.

Skills

Contact Center as a Service (CCaaS) platforms
Conversational and agentic AI
Agent assist
CX intelligence
AI-driven routing
Virtual agents
Copilots
Knowledge management for AI
Agentic automation
Agile delivery
SDLC
Data visualization
Storytelling

Location

Remote in the United States
Remote in Canada
Charlottesville, VA
Durham, NC
Columbus, OH
Boston, MA
Toronto, ON
Vancouver, BC

Work Type

Remote
Onsite
Hybrid

Experience Level

Director
Senior leadership

About the Company

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS.
We design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
We have 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.
We enable seamless, trusted, and digitally powered experiences across various platforms like mobile apps, websites, voice UI, chatbots, AI, customer service, and in-store solutions.
Our work is backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Equal Opportunity

TELUS Digital is a proud equal opportunity employer committed to creating a diverse and inclusive workplace.
All aspects of employment, including hiring and promotion, are based on qualifications, merits, competence, and performance without regard to any characteristic related to diversity.
Information provided will only be used to process applications and produce tracking statistics.
Applicants are asked to abstain from sharing sensitive personal data.