TELUS Digital

Director, Conversational AI Agents

TELUS Digital

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $158,000 - $198,000 per year

Job Level

Lead

About the role

  • Develop and execute the strategic roadmap for the Conversational AI Agent practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries.
  • Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high-quality conversational AI solutions (e.g., Virtual Assistants, Chatbots, Voicebots).
  • Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and within client organizations to expand our footprint.
  • Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support, focusing on platform-agnostic best practices.
  • Establish and manage key performance indicators (KPIs) for the practice and the delivered solutions, regularly reporting on progress and demonstrating tangible business value.
  • Stay abreast of the latest advancements in conversational AI platforms, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings.
  • Drive the creation of innovative, platform-agnostic conversational solutions and accelerators, addressing complex customer experience challenges for our clients.
  • Oversee the technical architecture and delivery excellence of Conversational AI implementations, ensuring high quality, scalability, and adherence to best practices for Conversational Architects.
  • 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 Conversational Architects, AI specialists, conversational designers, solution architects, and delivery managers.

Requirements

  • 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 leading and mentoring a development and delivery team of Conversational Architects, ideally within a global consulting or professional services environment.
  • Proven expertise and hands-on experience in leading the design, development, and delivery of large-scale, enterprise-level conversational AI solutions (e.g., chatbots, voicebots, virtual assistants).
  • Deep knowledge of conversational AI best practices, including natural language processing (NLP), intent recognition, entity extraction, conversational flow design, and Generative AI for agents.
  • 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.
  • Bachelor's degree in Computer Science, Engineering, Business, or a related field. An MBA or advanced degree is a significant asset.
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
Conversational AINatural Language Processing (NLP)Generative AIIntent recognitionEntity extractionConversational flow designAI/ML solutionsDigital transformationCustomer experienceLarge-scale solution delivery
Soft Skills
LeadershipMentoringCommunicationPresentationInterpersonal skillsStrategic thinkingProblem-solvingBusiness acumenCollaborationInnovation
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in EngineeringBachelor's degree in BusinessMBAAdvanced degree