TELUS Digital

Senior Manager, Conversational AI

TELUS Digital

full-time

Posted on:

Location Type: Hybrid

Location: Boston • Massachusetts • North Carolina • United States

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Salary

💰 $124,800 - $156,000 per year

Job Level

Senior

About the role

  • Develop and execute the strategic roadmap for the Google CES practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries.
  • Identify new business opportunities and cultivate strong relationships with key stakeholders at Google and within client organizations to expand our footprint.
  • Champion the adoption of Google CES solutions, including Conversational Agents (Dialogflow, Gen AI Agents), Agent Assist, and Conversational Insights, ensuring alignment with client needs and business objectives.
  • Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support.
  • Establish and manage key performance indicators (KPIs) for the practice, regularly reporting on progress and demonstrating tangible business value.
  • Stay abreast of the latest advancements in Google CES, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings.
  • Drive the creation of innovative solutions and accelerators built on the Google CES platform, addressing complex customer experience challenges for our clients.
  • Oversee the technical architecture and delivery excellence of Google CES implementations, ensuring high quality, scalability, and adherence to best practices.
  • Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques.
  • Recruit, mentor, and develop a world-class team of AI specialists, conversational designers, solution architects, and delivery managers focused on Google CES.
  • Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment.
  • Develop and implement training programs to ensure the team possesses the necessary skills and certifications in Google CES technologies.
  • Act as a trusted advisor to clients, understanding their business challenges and translating them into effective Google CES solutions.
  • Lead client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our Google CES offerings.
  • Collaborate closely with TELUS Digital's sales, marketing, and other delivery teams to ensure seamless go-to-market strategies and integrated client solutions.

Requirements

  • Bachelor's degree in Computer Science, Engineering, Business, or a related field. MBA or advanced degree is a significant asset.
  • 10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions.
  • 5+ years of leadership experience building and scaling high-performing teams, ideally within a global consulting or professional services environment.
  • Proven expertise and hands-on experience with Google Customer Engagement Services (formerly CCAI), including deep knowledge of:
  • Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain.
  • Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics.
  • Excellent business acumen with the ability to identify client needs, develop compelling value propositions, and drive revenue growth.
  • Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams.
  • Proven ability to influence and collaborate across diverse internal and external stakeholders.
  • Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges.
Benefits
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Applicant Tracking System Keywords

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

Hard Skills & Tools
AI solutionsML solutionsnatural language processingGoogle Customer Engagement ServicesConversational AgentsDialogflowAgent Assistsolution developmenttechnical architecturecustomer experience metrics
Soft Skills
leadershipcommunicationpresentationinterpersonal skillsstrategic thinkingproblem-solvingcollaborationbusiness acumenmentoringinnovation
Certifications
Bachelor's degreeMBAadvanced degree