Director, CX AI DeliveryLocation & FlexibilityThis role will operate remotely in the
United States or
Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, Boston, MA, Toronto, ON, or Vancouver, BC.
This role may involve travel of up to 25% to contact center and client locations.
The OpportunityWe are seeking a
Director, CX AI Delivery: a consultant and delivery expert who can turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across our CX AI portfolio, spanning Contact Center as a Service (CCaaS) platforms, conversational and agentic AI, agent assist, and CX intelligence, and serve as a trusted advisor to client executives. You will manage a portfolio of client engagements (generally ~$15-20M in revenue), directly lead delivery, product, and engineering leaders, and step in to stabilize and recover programs when needed.
This is a delivery-first leadership role with an AI lens. You will bring the rigor of a seasoned delivery executive together with a working command of how AI is changing CX: from AI-driven routing and virtual agents to copilots, knowledge, and agentic automation. You will help clients adopt these capabilities responsibly, at scale, and in iterative releases that get value into production quickly. You will also help evaluate vendor and partner solutions and decide how and when new tools enter the ecosystem.
This 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 primarily evaluated on delivery success, client and team feedback, forecast accuracy, portfolio profitability, and growth of key accounts. This is an opportunistically billable position.
ResponsibilitiesStrategic Account Governance & Growth- Be the executive partner. Act as the primary escalation point and strategic advisor for client executives, ensuring TELUS Digital is viewed as a "Doctor" (consultative partner), not a "Waiter" (order taker).
- Run portfolio health. Drive the commercial success of a ~$15-20M portfolio, leading Quarterly Business Reviews that connect delivery progress to the client's long-term CX and business goals.
- Grow organically. Identify expansion opportunities in existing accounts by understanding client pain points and bringing a relevant point of view on CX and AI. Support renewals, upsell, and expansion in partnership with strategic sales and customer success teams.
- Extend into managed services and advisory as the practice matures: shape Day 2 support models, operational readiness, and advisory engagements that keep clients engaged after go-live.
Delivery Excellence & Risk Mitigation- Lead a global, multidisciplinary team across multiple concurrent workstreams, ensuring product, engineering, and delivery leaders operate as a cohesive unit to deliver measurable outcomes.
- Manage risk proactively. Identify "red" and "yellow" programs early; step into recovery situations to provide clarity, reset expectations, and stabilize teams and client relationships.
- Push for iterative delivery. Favor smaller releases and faster cycles over big-bang launches, especially for AI capabilities where learning in production is essential.
- Optimize delivery models, balancing onshore/offshore teams, automation, and repeatable assets to improve margins and scalability.
- Manage vendor and partner ecosystems. Work with CCaaS and AI platform partners (e.g., Genesys, Google, AWS, Zendesk, Five9, ElevenLabs, Cresta, Parloa) to deliver joint solutions as well as surrounding services in the client ecosystem.
- Partner on pre-sales. Support the commercial team to shape innovative solutions and lead scoping, estimation, and handoffs into delivery so engagements start with clear requirements and goals.
Leadership & Talent Development- Coach and mentor delivery, product, and engineering leaders on leading their own teams and navigating complex client dynamics.
- Build a high-performance culture with regular 1:1s and performance reviews grounded in radical candor and growth, delivering feedback upward, across, and down with grace and clarity.
- Raise the bar on talent. Participate in senior-level hiring, contribute to the Delivery Playbook, and build career paths and skill development (including AI and platform certification pipelines).
Operational & Financial Stewardship- Own portfolio financials: gross margin, utilization, and effective billable rates.
- Forecast accurately. Maintain precise revenue and resource forecasts so the business can plan hiring and growth with confidence.
- Influence with data. Use reporting language, data visualization, and storytelling to influence internal and external decisions and inspire confidence in stakeholders.
- Collaborate across the business with peers and practice leaders to improve internal processes and operational efficiency, and bring energy to moments that matter: new relationships, key presentations, and recovery situations.
Qualifications- 10+ years in the technology industry, including 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 $10M+ in annual revenue) with a focus 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 how AI is applied in CX: 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 credibly with both technical and executive audiences.
- Hands-on delivery experience with one or more leading CCaaS or CX AI platforms (e.g., Genesys, Amazon Connect, Zendesk, Google); platform certifications and experience across multiple verticals are a plus.
- Deep understanding of the SDLC and Agile delivery, with a track record of 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.
- Understanding of regulatory requirements in contact center operations (e.g., PCI, HIPAA, TCPA, PIPEDA) is a plus.
