Director, CX AI Delivery — Global Impact Leader

TELUS Digital; Boston (MA); Remote; USD 132,000 - 190,000; Full time

Job summary

TELUS Digital is seeking a Director, CX AI Delivery to lead delivery of complex contact center and AI programs. You will manage a portfolio around $15–20M in revenue, guiding delivery, product, and engineering leaders, and stabilizing programs when needed.

The role blends delivery rigor with an AI-first lens to drive measurable CX outcomes. You will oversee a global, multidisciplinary team, work with CCaaS and AI platform partners, and be a trusted advisor to client executives.

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 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.
• Hands-on delivery experience with leading CCaaS or CX AI platforms (Genesys, Amazon Connect, Zendesk, Google).
• Deep understanding of the SDLC and Agile delivery, with a track record of leading complex software solutions.

Responsibilities

• Provide delivery leadership across the CX AI portfolio, including CCaaS, AI, and CX intelligence.
• Manage risk and stabilize programs when needed, ensuring milestones, budgets, and client expectations are met.
• Drive iterative, value-driven delivery with smaller releases and measurable outcomes.
• Coordinate with onshore/offshore teams, vendors, and partners to improve margins and scalability.
• Support pre-sales with scoping, estimation, and smooth handoffs into delivery.

Skills

CX delivery leadership

CX strategy

AI in CX

CCaaS platforms

Executive advisory

Global delivery teams

Risk management

Iterative delivery

Vendor management

Program governance

Tools

Genesys

Amazon Connect

Zendesk

Google Cloud AI

Job description

TELUS Digital is seeking a Director, CX AI Delivery to lead delivery of complex contact center and AI programs. You will manage a portfolio around $15–20M in revenue, guiding delivery, product, and engineering leaders, and stabilizing programs when needed.

The role blends delivery rigor with an AI-first lens to drive measurable CX outcomes. You will oversee a global, multidisciplinary team, work with CCaaS and AI platform partners, and be a trusted advisor to client executives.