TELUS Digital

Senior Manager, Conversational AI

TELUS Digital

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • North Carolina • United States

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Salary

💰 CA$118,400 - CA$148,000 per year

Job Level

Senior

About the role

  • Support the execution of the Google CES strategic roadmap within TELUS Digital’s Global AI team, driving adoption and measurable business impact.
  • Partner with senior leadership to identify new opportunities and build strong relationships with Google and client stakeholders.
  • Promote the adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, and Conversational Insights) to align with client objectives.
  • Oversee delivery of end-to-end solutions, from design through implementation and optimization.
  • Track and report on key performance indicators (KPIs), highlighting practice progress and client impact.
  • Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities.
  • Contribute to the development of innovative solutions and accelerators on the Google CES platform. Ensure delivery excellence and solution scalability by applying best practices and proven technical approaches.
  • Encourage a culture of innovation and continuous improvement within the team.
  • Lead, coach, and develop a team of AI specialists, solution architects, and delivery managers.
  • Provide technical and strategic guidance to ensure project success and professional growth.
  • Support training and certification programs for Google CES technologies.
  • Manage project prioritization and resource planning to maximize team effectiveness.
  • Serve as a trusted partner to clients, translating business challenges into effective Google CES solutions.
  • Lead workshops, presentations, and solution demos that clearly articulate business value.
  • Collaborate with sales, marketing, and delivery teams to align go-to-market strategies and ensure seamless client delivery.

Requirements

  • Bachelor’s degree in Computer Science, Engineering, Business, or related field; advanced degree is an asset.
  • 5+ years of experience in technology consulting, digital transformation, or customer experience, with a focus on AI/ML solutions.
  • 3–5 years of leadership experience managing teams and delivering enterprise-scale projects.
  • Practical expertise with Google Customer Engagement Services (formerly CCAI).
  • Proven success delivering AI/ML-powered customer engagement or contact center solutions.
  • Strong understanding of customer experience design, contact center operations, and key CX metrics.
  • Strong business acumen with the ability to identify opportunities and support revenue growth.
  • Excellent communication and presentation skills for both executive and technical audiences.
  • Collaborative leadership style with the ability to influence across diverse stakeholders.
  • Problem-solver with a practical orientation and ability to manage complex client needs.
Benefits
  • Offers Bonus
  • 20% annual bonus of base salary, subject to the terms and conditions of the annual plan design.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI/ML solutionsGoogle Customer Engagement ServicesNLPcustomer experience designcontact center operationskey performance indicatorssolution designimplementationoptimizationproject management
Soft Skills
leadershipcommunicationcollaborationproblem-solvinginnovationcoachingstrategic guidancerelationship buildinginfluencingcontinuous improvement
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in EngineeringBachelor’s degree in Businessadvanced degree