CX AI Delivery Director — Global Programs Lead

US Health Partners, LLC; Charlottesville (VA); Remote; USD 180,000 - 240,000; Full time

Job summary

TELUS Digital seeks a Director, CX AI Delivery to turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across the CX AI portfolio, spanning CCaaS, conversational AI, agent assist, and CX intelligence, while guiding senior leaders and ensuring client value.

You will manage a ~$15–20M portfolio, drive delivery success, and partner with product and engineering leaders to stabilize programs and grow key accounts.

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.

Responsibilities

• 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/yellow programs early and stabilize teams and client relationships.
• Push for iterative delivery with smaller releases and faster cycles, especially for AI capabilities.
• Optimize delivery models, balancing onshore/offshore teams, automation, and repeatable assets to improve margins and scalability.
• Manage vendor and partner ecosystems with CCaaS and CX AI platforms to deliver joint solutions.
• Partner on pre-sales to shape innovative solutions and ensure clear requirements and goals at engagement start.
• Coach and mentor delivery, product, and engineering leaders; build high-performance culture and career paths.
• Own portfolio financials: gross margin, utilization, and effective billable rates.
• Forecast accurately and use data storytelling to influence internal/external decisions.

Skills

Delivery leadership

CX AI

Portfolio management

Executive communication

Risk management

People leadership

Financial acumen

Tools

Genesys

Amazon Connect

Zendesk

Google Cloud

Azure

Job description

TELUS Digital seeks a Director, CX AI Delivery to turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across the CX AI portfolio, spanning CCaaS, conversational AI, agent assist, and CX intelligence, while guiding senior leaders and ensuring client value.

You will manage a ~$15–20M portfolio, drive delivery success, and partner with product and engineering leaders to stabilize programs and grow key accounts.