Managing Director, CX AI Delivery

Role Description

TELUS Digital is redefining what's possible in customer experience. As a global CX AI operation supporting 75,000 team members, we're not just talking about AI transformation. We're living it. Now we need a bold, sharp, and strategically fearless leader to architect how we bring it to life across every corner of our business.

Our Managing Director of CX AI Delivery will lead our digital innovation efforts in contact center operations, focusing on AI-enabled customer service solutions. In this role, you will be responsible for driving the growth, profitability, and success of our CX AI practice. You will provide strategic guidance, lead cross-functional teams, and deliver outstanding client value across a global CX operation. The Managing Director of CX AI Delivery will have P&L responsibility and will play a critical role in shaping our company's overall vision, strategy, and growth in digital contact center solutions.

This is an exceptional opportunity for a talented and results-oriented leader to make a significant impact in shaping our company's future and driving digital innovation in the evolving CX AI landscape. If you are passionate about contact center digitization, AI-powered solutions, and strategic consulting, we invite you to apply and join our high-performing team.

Responsibilities

• 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
  • 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.

Qualifications

• 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.
• Leads the line of business for mid-size to large consultancy (ie, Office, industry, etc.).
• 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.

Industry Knowledge

• 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.
• Track record of being a dynamic decision-maker and having adaptiveness in a quickly changing environment.
• Deep knowledge of customer experience strategies and digital transformation.

Leadership Competencies

• Exceptional leadership and people management skills, inspiring and motivating cross-functional teams.
• Excellent strategic thinking and problem-solving abilities, with strong business acumen.
• Proven ability to develop and maintain effective relationships with clients and key stakeholders.

Communication and Collaboration

• 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.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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