Managing Director, CX AI Delivery

TELUS Digital

Managing Director leading digital innovation efforts for contact center operations at TELUS Digital. Architecting AI-enabled customer service solutions and driving the growth of the CX AI practice.

Posted 7/13/2026full-timeRemote • Massachusetts, North Carolina, Ohio, Virginia • 🇺🇸 United StatesLead💰 $208,000 - $275,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in CX AI and contact center technologies, with a proven ability to drive digital transformation and develop innovative solutions. Possesses strong financial acumen and experience in managing P&L responsibilities while fostering collaboration across diverse teams.

Highest-signal resume keywords

CX AI LeadershipContact Center TechnologiesCCaaS PlatformsCRM SystemsDigital Transformation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CX AI StrategyP&L ManagementConversational AIDigital Engagement SolutionsCustomer Experience Strategies

Soft Skills

Outstanding CommunicationCollaborationTeam Management

Tools & Technologies

GenesysAWS ConnectGoogleFive9SalesforceZendesk

Industry Keywords

Contact Center InnovationDigital SolutionsBPO BusinessAI-Powered SolutionsHigh-Performing Teams

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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