Associate Principal, CX Application Strategy

TELUS Digital; United States; Hybrid; USD 140,000 - 200,000; Full time

Job summary

TELUS Digital is searching for an Associate Principal, CX Application Strategy. This role is pivotal in driving digital and AI transformation initiatives within the global contact center operations. You can work in a hybrid capacity from several U.S. offices or remotely.

Candidates should possess 5–10 years of relevant experience in management consulting or product strategy, with strong analytical skills and proficiency in CCaaS systems like Zendesk and Amazon Connect. This position offers a competitive salary range of $140K – $200K.

Qualifications

• 5–10 years of experience in management consulting, tech, or AI environments.
• Proficient in contact center ecosystems as an operator or implementation lead.
• Ability to translate tech concepts into business strategies.

Responsibilities

• Act as a strategic bridge between business goals and AI capabilities.
• Design AI-driven CX strategies and advise on pilot programs.
• Partner with teams to build functional, strategic business cases.

Skills

Management consulting experience

Digital/product strategy

Solutions engineering

Familiarity with CCaaS systems

Analytical skills

Executive communication

Curiosity and passion for AI

Tools

Zendesk

Amazon Connect

Twilio

Intercom

NiCE

Job description

Location and Flexibility

Associate Principal, CX Application Strategy is part of our Strategy team at TELUS Digital. This role can be performed in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR Work From Anywhere (Remote) from within the U.S.

Opportunity

We are seeking an agile, forward‑thinking Associate Principal, CX Application Strategist to drive digital and AI transformation initiatives across our global contact center operations.

Note

While this is a leadership‑level role in our consulting practice, it is not a legacy systems role. We are explicitly looking for a hybrid strategist and technologist (ideally 3–6 years of highly relevant experience) who understands the modern AI ecosystem (Conversational AI, LLMs, AI Agents) and can translate those capabilities into high‑impact business outcomes.

Responsibilities

• Bridge Strategy & Technology: Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent‑assist tools, and success metrics for modern deployments.
• Strategic Prototyping: Design AI‑driven CX strategies and advise on pilot programs and implementation readiness, moving clients beyond theoretical frameworks.
• Build Business Cases: Partner with Product, CCaaS, and Data & AI teams to design high‑level architecture visions and build functional, strategic business cases for both modern AI tools and foundational contact center tech.
• Drive Value: Identify, quantify, and prioritize tech/AI opportunities to radically enhance the customer experience, improve operational agility, and drive ROI.
• Shape the Roadmap: Provide continuous, hands‑on input into the CX Product roadmap, feeding new, cutting‑edge product features back into CX strategy engagements.
• Enable the Organization: Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross‑functional teams to keep go‑to‑market and sales collateral relevant.
• Champion Innovation: Stay relentlessly up‑to‑date on emerging tech/AI trends in the contact center space (e.g., autonomous AI agents, LLM advancements), inspiring clients and internal teams.

Skills & Qualifications

• 5–10 years of experience in management consulting, digital/product strategy, or pre‑sales/solutions engineering, ideally within a high‑growth tech or AI‑forward environment.
• Proficient in modern contact center ecosystems as an operator and/or implementation lead. Experience with foundational CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) is preferred, coupled with a strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations.
• The “Builder” mindset: thrive in ambiguity, move with velocity, and possess agility to translate highly technical AI concepts into clear, actionable business strategies for non‑technical stakeholders.
• Analytical rigor: strong strategic and analytical skills, with a proven ability to quantify the business value and ROI of tech/AI solutions.
• Executive communication: excellent verbal and written communication skills; transition effortlessly from technical architecture discussions to executive board presentations.
• Curiosity: deep intellectual curiosity and genuine passion for the latest improvements in digital CX and AI.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.

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Compensation Range: $140K – $200K