Managing Director, CX AI Delivery

🕒 July 13

🌲 North Carolina, Ohio, +2 more states – Remote

🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

💵 $208k - $275k / year

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

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TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• Collaborate with the executive leadership team to define the company's CX AI vision, strategy, and goals for contact center transformation • 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 • Oversee the development and leadership of comprehensive CX AI offerings, including Assistive CX, Agentic CX, Conversation Agents, CX Insights & Intelligence, CCaaS platforms (including Genesys, Five9, AWS Connect, and Google), CRM (Salesforce and Zendesk), workforce management, agent quality management, and technology partnerships (Cresta and ElevenLabs) • Assume overall accountability for the financial performance of the CX AI practice • Partner with Business Development, Digital Solutions leaders, and CXM account and operations leaders to grow and transform managed accounts in the BPO business • In partnership with Business Development, develop and implement effective revenue generation strategies to meet or exceed annual revenue targets for digital contact center solutions • Monitor financial performance, identify areas for improvement, and implement corrective actions as necessary • Build and lead high-performing teams across technologies and capabilities • Foster a culture of excellence, innovation, collaboration, and continuous learning within the CX AI teams globally • Drive the development and integration of innovative AI-powered solutions and offerings for contact center CX optimization • Partner with TELUS clients and TELUS Digital stakeholders to drive digital transformation within TELUS-owned CX operations • Partner with clients to identify their contact center challenges and design tailored digital solutions • Oversee the delivery of high-quality CX AI implementations and strategic recommendations • Provide thought leadership and build trusted advisor relationships with key client stakeholders • Drive the adoption and integration of modern CX platforms and technologies

🎯 Requirements

• 10+ years of relevant leadership and team management experience within a top-tier management consultancy (Partner-level) or global and publicly traded enterprise (VP, SVP, or C-level) with a focus on CX AI, Contact Center Technologies, and/or Customer Service Operations • Leadership experience in technology consulting, project management, and executive partnerships • Clear and tested experience in leading cross-functional teams and managing P&L responsibilities • Proven track record of building and scaling new service offerings in emerging technologies • 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 • 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

🏖️ Benefits

• Offers Equity • Offers Bonus • 35% annual bonus of base salary, subject to the terms and conditions of the annual plan design