Director, Delivery CX AI

TELUS Digital•Charlottesville, VA

9d•$132,000 - $190,000

About The Position

TELUS Digital is seeking a delivery-focused leader to direct its CX AI portfolio and turn complex contact center and AI programs into predictable, measurable outcomes. The role spans Contact Center as a Service (CCaaS) platforms, conversational and agentic AI, agent assist, and CX intelligence. The Director serves as a trusted advisor to client executives, manages a portfolio of client engagements generally worth approximately $15–20 million in revenue, directly leads delivery, product, and engineering leaders, and intervenes to stabilize or recover programs when needed. The position combines experienced delivery leadership with a working understanding of how AI is changing customer experience, including AI-driven routing, virtual agents, copilots, knowledge, and agentic automation. The Director helps clients adopt these capabilities responsibly and at scale through iterative releases that bring value into production quickly, and evaluates vendor and partner solutions for the ecosystem. This role reports to the Managing Director, CX AI Delivery and typically manages 8–12 direct reports, including senior managers, managers, and principal-level delivery and technical leaders. Performance is evaluated primarily on delivery success, client and team feedback, forecast accuracy, portfolio profitability, and growth of key accounts. The position is opportunistically billable. It may be performed remotely in the United States or Canada, or from a listed North American office, and may require travel of up to 25% to contact center and client locations.

Requirements

10 or more years of experience in the technology industry, including at least 4 years in a senior leadership role in professional services, consulting, or an agency environment.
Proven record managing a diverse portfolio of client accounts, ideally with $10 million or more in annual revenue, focused on retention and organic growth.
Experience delivering large-scale CX or contact center transformations that influenced VP- and C-level decision-making.
Working knowledge of CX applications of AI, including conversational and voice AI, agent assist and copilots, AI-driven routing, knowledge and content for AI, and CX intelligence; ability to discuss architecture, risk, and ROI with technical and executive audiences.
Hands-on delivery experience with one or more leading CCaaS or CX AI platforms.
Deep understanding of SDLC and Agile delivery, with a record leading complex custom software solutions from discovery through launch and comfort with iterative, experiment-driven delivery.
Experience managing and coaching Product, Engineering, and Delivery leaders and leading large, globally distributed teams.
Strong command of professional services metrics, including gross margin, utilization, forecast accuracy, and effective billable rates.
Ability to navigate recovery situations and high-stakes client conversations with poise, clarity, and a solution-oriented approach.
Ability to translate complex delivery data into compelling narratives for QBRs and executive stakeholders.

Nice To Haves

Platform certifications and experience across multiple verticals.
Understanding of contact center regulatory requirements, such as PCI, HIPAA, TCPA, and PIPEDA.

Responsibilities

Serve as primary escalation point and strategic advisor for client executives, positioning TELUS Digital as a consultative partner.
Manage the commercial health of an approximately $15–20 million client portfolio and lead Quarterly Business Reviews that connect delivery progress with clients’ long-term CX and business goals.
Identify organic growth opportunities, support renewals, upsell, and account expansion in partnership with strategic sales and customer success teams.
Shape managed services and advisory offerings, including Day 2 support models, operational readiness, and post-launch advisory engagements.
Lead global, multidisciplinary teams across concurrent workstreams, aligning product, engineering, and delivery leaders around measurable outcomes.
Identify program risks early and lead recovery efforts to reset expectations, stabilize teams, and restore client relationships.
Promote iterative delivery and smaller, faster releases, particularly for AI capabilities that benefit from learning in production.
Optimize delivery models, including onshore/offshore staffing, automation, and reusable assets, to improve margins and scalability.
Manage CCaaS and AI platform vendor and partner ecosystems and deliver joint solutions and related client services.
Support presales by shaping solutions, leading scoping and estimation, and handing engagements into delivery with clear requirements and goals.
Coach and mentor delivery, product, and engineering leaders in team leadership and complex client situations.
Build a high-performance culture through regular one-on-ones, performance reviews, and clear feedback.
Participate in senior-level hiring, contribute to the Delivery Playbook, and develop career paths and skill-development programs, including AI and platform certification pipelines.
Own portfolio financials, including gross margin, utilization, and effective billable rates.
Maintain accurate revenue and resource forecasts to support business planning.
Use reporting, data visualization, and storytelling to inform decisions and build stakeholder confidence.
Collaborate with peers and practice leaders to improve internal processes and operational efficiency, and contribute to key presentations, new relationships, and recovery situations.