Director, Delivery CX AI

TELUS Digital•Charlottesville, VA

About The Position

TELUS Digital is seeking a Director, CX AI Delivery to lead delivery across its customer experience AI portfolio, including Contact Center as a Service (CCaaS) platforms, conversational and agentic AI, agent assist, and CX intelligence. This delivery-first leadership role combines senior delivery expertise with working knowledge of how AI is changing customer experience. The Director will help clients adopt AI responsibly and at scale through iterative releases, evaluate vendor and partner solutions, and advise on when new tools should enter the ecosystem. The Director will manage a portfolio of client engagements generally valued at approximately $15–20 million in revenue, directly lead delivery, product, and engineering leaders, and act as a trusted advisor and primary escalation point for client executives. The role includes stabilizing and recovering programs when needed, supporting account growth and renewals, and owning portfolio financials and forecasts. The position 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. It is evaluated on delivery success, client and team feedback, forecast accuracy, portfolio profitability, and growth of key accounts. It is an opportunistically billable position. The role may be performed remotely in the United States or Canada, or from a listed North American office in Charlottesville, Durham, Columbus, Boston, Toronto, or Vancouver. Travel to contact center and client locations may be up to 25%.

Requirements

At least 10 years of experience in the technology industry, including at least 4 years in a senior leadership role in a professional services, consulting, or agency environment.
Proven record managing a diverse portfolio of client accounts, ideally with at least $10 million 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 AI applications in CX, 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 the SDLC and Agile delivery, with a track record leading complex, custom-built software solutions from discovery to launch and comfort with iterative, experiment-driven delivery.
Experience managing and coaching leaders across Product, Engineering, and Delivery, and leading large, globally distributed teams.
Strong command of professional services metrics, including gross margin, utilization, forecast accuracy, and effective billable rates.
Exceptional ability to navigate recovery situations and high-stakes client conversations with poise, clarity, and a solution-oriented mindset.
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 regulatory requirements in contact center operations, such as PCI, HIPAA, TCPA, and PIPEDA.

Responsibilities

Act as the primary escalation point and strategic advisor for client executives, positioning TELUS Digital as a consultative partner.
Lead portfolio health and commercial success for a client portfolio generally valued at approximately $15–20 million, including Quarterly Business Reviews connecting delivery progress to long-term client goals.
Identify expansion opportunities in existing accounts and support renewals, upsell, and expansion with strategic sales and customer success teams.
Shape managed services and advisory offerings, including Day 2 support models, operational readiness, and post-go-live advisory engagements.
Lead a global, multidisciplinary team across concurrent workstreams, aligning product, engineering, and delivery leaders around measurable outcomes.
Identify at-risk programs early and lead recovery efforts to reset expectations, stabilize teams, and restore client relationships.
Promote iterative delivery, favoring smaller releases and faster cycles, particularly for AI capabilities.
Optimize delivery models using onshore/offshore teams, automation, and repeatable assets to improve margins and scalability.
Work with CCaaS and AI platform partners to deliver joint solutions and related client ecosystem services.
Support pre-sales by shaping solutions, leading scoping and estimation, and ensuring effective handoffs into delivery.
Coach and mentor delivery, product, and engineering leaders on team leadership and complex client dynamics.
Build a high-performance culture through regular one-on-ones and performance reviews, and provide clear feedback across the organization.
Participate in senior-level hiring, contribute to the Delivery Playbook, and develop career paths and skill-building pipelines, including AI and platform certifications.
Own portfolio financials, including gross margin, utilization, and effective billable rates.
Maintain accurate revenue and resource forecasts.
Use reporting, data visualization, and storytelling to influence decisions and build stakeholder confidence.
Collaborate with peers and practice leaders to improve internal processes and operational efficiency.