Location & FlexibilityOur
Manager, Delivery - CX AI, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity 3 days weekly. This role can be located in
Charlottesville, VA, Columbus, OH, or Durham, NC.The OpportunityAs a
Manager, Delivery - CX AI, you'll partner with engineering and product leaders to drive contact center and customer experience technology programs from start to finish. We seek an experienced delivery lead with exceptional program management skills who is comfortable connecting the dots across many stakeholders to drive business value. You'll lead a cross-functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers, and is highly client-facing, requiring confidence in leading executive discussions, delivering governance forums, and working in complex stakeholder environments.
Responsibilities- Lead end-to-end delivery of business-critical contact center and customer experience technology solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams.
- Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting.
- Provide strong program leadership to cross-functional, globally distributed onshore and offshore delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement.
- Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical.
- Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones.
- Plan and execute structured knowledge transfer and transition-to-sustainment activities between delivery teams and long-term operations or client support organizations, ensuring no-surprise handoffs and operational readiness.
- Operate within structured release cadences and governance rituals, including weekly status reporting, release readiness reviews, production support escalation, and executive reporting to program sponsors.
- Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding.
- Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center's evolving needs and the team's working style.
- Encourage and lead an engaging team environment that celebrates wins, learns from setbacks, and fosters a sense of shared purpose.
- Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for success.
Qualifications- 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead, or Program Manager.
- Experience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES, or modern agent-facing and AI-enabled customer experience platforms), and comfort communicating the business case for change decisions and long-term value for investment.
- Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover.
- Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track
- Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders.
- An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers.
- An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals.
- Experience delivering AI-enabled customer experience products and operating in an AI-forward delivery environment, with a track record of championing AI adoption and modern tooling across teams.
- Demonstrated experience leading globally distributed delivery teams across onshore and offshore partner models and multiple time zones, with the ability to set cadence, quality bar, and ways of working consistently across locations.
- Experience in telecommunications, financial services, healthcare, or another regulated enterprise environment is preferred, with awareness of vendor risk, third-party security posture, and enterprise compliance considerations when integrating platforms and services.
- Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus.
