Senior Manager, Agentic AI & Automation Delivery

TELUS Digital•Boston, MA

2d•Hybrid

About The Position

TELUS Digital is seeking a Senior Manager, Agentic AI & Automation Delivery to support the growth and maturity of our Agentic AI and Automation delivery practice. This role is a key leadership position within our Digital Customer Experience AI team, responsible for advancing our practice strategy, driving solution excellence, and enabling exceptional client outcomes through the implementation of end-to-end automation and intelligent agent solutions, with a strong emphasis on improving Customer Experience (CX) and driving efficiency through Back Office Automation. You will play a critical role in expanding our expertise in Agentic AI and Automation, leading a team of developers and specialists to implement scalable solutions across various client environments. The role requires a strong focus on supporting the delivery practice, working directly with customers to define technical requirements, and ensuring successful solution implementation. The ideal candidate will have experience leveraging technologies from key providers like Google, Automation Anywhere, and Microsoft to build robust, outcomes-focused solutions that deliver both superior customer journeys and streamlined back-office operations. This role requires a combination of strategic execution, deep technical understanding of automation and Agentic AI principles, strong business acumen, and the ability to lead and mentor a high-performing team.

Requirements

Bachelor’s degree in Computer Science, Engineering, Business, or a related technical field; advanced degree (Master's or PhD) is a significant asset.
5+ years of experience in technology consulting, digital transformation, or customer experience, with a strong focus on AI/Automation/RPA solutions and significant experience in solution delivery.
3–5 years of leadership experience managing and mentoring teams of developers and specialists, and delivering enterprise-scale, complex technology projects.
Practical expertise in implementing solutions using leading Agentic AI and/or Automation/RPA platforms (e.g., Google, Automation Anywhere, Microsoft) with a focus on best in class implementation principles.
Proven success delivering intelligent automation solutions, with a demonstrated ability to lead teams through the full development and implementation lifecycle.
Strong understanding of Customer Experience space, business process optimization, key operational metrics, and the application of automation to extract business value, particularly in the context of back office automation.
Expertise in software development methodologies, requirements definition, solution architecture, and experience with relevant programming languages and tools for automation implementation.
Strong business acumen with the ability to identify opportunities and support revenue growth through data-driven automation solutions.
Excellent communication and presentation skills for both executive and technical audiences, with the ability to convey complex automation and AI concepts clearly.
Collaborative leadership style with the ability to influence across diverse stakeholders.
Problem-solver with a practical orientation and ability to manage complex client delivery needs.

Responsibilities

Support the execution of the Agentic AI and Automation strategic roadmap within TELUS Digital’s Global AI team, driving adoption and measurable business impact, with a focus on scalable delivery for both CX and back-office initiatives.
Partner with senior leadership to identify new market opportunities and build strong relationships with client and platform stakeholders (e.g., Google, Automation Anywhere, Microsoft).
Promote the adoption of intelligent automation solutions to align with complex client objectives and drive operational efficiency.
Oversee the delivery of end-to-end Agentic AI and Automation solutions, from requirements definition and design through implementation and optimization, with a strong emphasis on continuous iterative improvements for both front and back-office processes.
Track and report on key performance indicators (KPIs) and utilize advanced analytics to highlight practice progress and client impact.
Stay current on advancements in Agentic AI, Large Language Models (LLMs), Robotic Process Automation (RPA), and other intelligent automation trends to recommend and integrate new delivery capabilities.
Contribute to the development of innovative, platform-agnostic solutions, accelerators, and implementation methodologies for Agentic AI and Automation.
Ensure delivery excellence and solution scalability by applying software development best practices and proven technical approaches.
Encourage a culture of innovation, experimentation, and continuous improvement in automation and intelligent agent performance within the delivery team.
Lead, coach, and develop a team of developers, solution architects, and AI/automation specialists.
Provide technical and strategic guidance, particularly in defining requirements and implementing Agentic AI and Automation solutions, to ensure project success and professional growth.
Support training and certification programs across key automation platforms (e.g., Google, Automation Anywhere, Microsoft) and advanced development skills.
Manage project prioritization and resource planning to maximize team effectiveness and delivery capabilities.
Serve as a trusted partner to clients, translating complex business challenges into effective Agentic AI and Automation delivery plans and solutions for both customer-facing and internal operations.
Lead workshops, presentations, and solution demos that clearly articulate business value, including the impact of automation on customer experience (CX) and operational metrics.
Collaborate with sales, marketing, and delivery teams to align go-to-market strategies and ensure seamless client delivery from concept to implementation.