CX AI Strategy Architect — Lead AI-Driven CX

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

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.