Senior Manager, Conversational Agents - Google CES

TELUS Digital•Durham, NC

6d•Remote

About The Position

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. TELUS Digital is seeking a Senior Manager, Conversational Agents - Google CES to support the growth and delivery of our Google CES capabilities. This role is a key leadership position within our Global AI team, responsible for advancing our practice strategy, driving solution excellence, and enabling exceptional client outcomes through the application of Google’s AI technologies for customer engagement. You will play a critical role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital continues to lead in AI-powered customer experience transformation. The role requires a combination of strategic execution, technical understanding of Google CES products, strong business acumen, and the ability to lead and mentor a high-performing team.

Requirements

Bachelor’s degree in Computer Science, Engineering, Business, or related field; advanced degree is an asset.
5+ years of experience in technology consulting, digital transformation, or customer experience, with a focus on AI/ML solutions.
3–5 years of leadership experience managing teams and delivering enterprise-scale projects.
Practical expertise with Google Customer Engagement Services (formerly CCAI).
Proven success delivering AI/ML-powered customer engagement or contact center solutions.
Strong understanding of customer experience design, contact center operations, and key CX metrics.
Strong business acumen with the ability to identify opportunities and support revenue growth.
Excellent communication and presentation skills for both executive and technical audiences.
Collaborative leadership style with the ability to influence across diverse stakeholders.
Problem-solver with a practical orientation and ability to manage complex client needs.

Responsibilities

Support the execution of the Google CES strategic roadmap within TELUS Digital’s Global AI team, driving adoption and measurable business impact.
Partner with senior leadership to identify new opportunities and build strong relationships with Google and client stakeholders.
Promote the adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, and Conversational Insights) to align with client objectives.
Oversee delivery of end-to-end solutions, from design through implementation and optimization.
Track and report on key performance indicators (KPIs), highlighting practice progress and client impact.
Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities.
Contribute to the development of innovative solutions and accelerators on the Google CES platform.
Ensure delivery excellence and solution scalability by applying best practices and proven technical approaches.
Encourage a culture of innovation and continuous improvement within the team.
Lead, coach, and develop a team of AI specialists, solution architects, and delivery managers.
Provide technical and strategic guidance to ensure project success and professional growth.
Support training and certification programs for Google CES technologies.
Manage project prioritization and resource planning to maximize team effectiveness.
Serve as a trusted partner to clients, translating business challenges into effective Google CES solutions.
Lead workshops, presentations, and solution demos that clearly articulate business value.
Collaborate with sales, marketing, and delivery teams to align go-to-market strategies and ensure seamless client delivery.