Associate Principal, CX Application Strategy

TELUS Digital

Associate Principal driving AI transformation initiatives across global contact center operations with TELUS Digital. Collaborating between management consulting and solutions architecture for enhanced customer experiences.

Posted 6/24/2026full-timeVancouver • 🇨🇦 CanadaJuniorMid-Level💰 CA$132,000 - CA$165,000 per yearWebsite

About the role

Key responsibilities & impact

Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent-assist tools, and the success metrics for modern deployments.
Move clients beyond theoretical frameworks by designing AI-driven CX strategies and advising on pilot programs and implementation readiness.
Partner with Product, CCaaS, and Data & AI teams to design high-level architecture visions and build functional, strategic business cases for both modern AI tools and foundational contact center tech.
Identify, quantify, and prioritize tech/AI opportunities to radically enhance the customer experience, improve operational agility, and drive ROI.
Provide continuous, hands-on input into the CX Product roadmap, feeding new, cutting-edge product features back into CX strategy engagements.
Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross-functional teams to keep go-to-market and sales collateral relevant.
Stay relentlessly up-to-date on emerging tech/AI trends in the contact center space (e.g., autonomous AI agents, LLM advancements), inspiring clients and internal teams with the "art of the possible."

Requirements

What you’ll need

5-10 years of experience in management consulting, digital/product strategy, or a pre-sales/solutions engineering role, ideally within a high-growth tech or AI-forward environment.
Proficient in modern contact center ecosystems as an operator and/or implementation lead. Experience with foundational CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) is preferred, coupled with a strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations.
You thrive in ambiguity, move with velocity, and possess the agility to translate highly technical AI concepts into clear, actionable business strategies for non-technical stakeholders.
Strong strategic and analytical skills, with a proven ability to quantify the business value and ROI of tech/AI solutions.
Excellent verbal and written communication skills; you can effortlessly pivot from a technical architecture discussion to an executive board presentation.
Deep intellectual curiosity and a genuine passion for the ‘latest and greatest’ improvements in digital CX and AI.

Benefits

Comp & perks

Offers Bonus 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

AI capabilitiesUX featuresAI-driven CX strategiestech/AI architectureConversational AIGenAI agentsLLM integrationsbusiness value quantificationROI analysis

Soft Skills

strategic thinkinganalytical skillscommunication skillsagilityintellectual curiositypassion for digital CX