{"id":2574048,"url":"https://alion.io/job/telus-digital-director-delivery-cx-ai","title":"Director, Delivery CX AI","company":{"id":6117,"name":"TELUS Digital","domain":"telusdigital.com","url":"https://alion.io/company/telus-digital","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":78,"open_postings":9,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Boston, United States","Durham, United States","Columbus, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":132000,"max":190000,"currency":"USD","period":"year","gross":null,"usd_annual":190000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"ElevenLabs","optional":false},{"name":"HIPAA","optional":true}],"status":"live","first_seen_at":"2026-10-14T21:07:43Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-19T00:50:30Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Director, CX AI Delivery\nWho We Are\nWelcome to TELUS Digital - where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture\nWith a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.\nFrom mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are - all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.\nLocation & Flexibility\nThis role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, Boston, MA, Toronto, ON, or Vancouver, BC.\nThis role may involve travel of up to 25% to contact center and client locations.\nThe Opportunity\nWe are seeking a Director, CX AI Delivery: a consultant and delivery expert who can turn complex contact center and AI programs into predictable, measurable outcomes. You will lead delivery across our CX AI portfolio, spanning Contact Center as a Service (CCaaS) platforms, conversational and agentic AI, agent assist, and CX intelligence, and serve as a trusted advisor to client executives. You will manage a portfolio of client engagements (generally ~$15-20M in revenue), directly lead delivery, product, and engineering leaders, and step in to stabilize and recover programs when needed.\nThis is a delivery-first leadership role with an AI lens. You will bring the rigor of a seasoned delivery executive together with a working command of how AI is changing CX: from AI-driven routing and virtual agents to copilots, knowledge, and agentic automation. You will help clients adopt these capabilities responsibly, at scale, and in iterative releases that get value into production quickly. You will also help evaluate vendor and partner solutions and decide how and when new tools enter the ecosystem.\nThis position reports to the Managing Director, CX AI Delivery and typically manages 8-12 direct reports, including senior managers, managers, and principal-level delivery and technical leaders. It is primarily evaluated on delivery success, client and team feedback, forecast accuracy, portfolio profitability, and growth of key accounts. This is an opportunistically billable position.\nResponsibilities\nStrategic Account Governance & Growth\nBe the executive partner. Act as the primary escalation point and strategic advisor for client executives, ensuring TELUS Digital is viewed as a “Doctor” (consultative partner), not a “Waiter” (order taker).\n\nRun portfolio health. Drive the commercial success of a ~$15-20M portfolio, leading Quarterly Business Reviews that connect delivery progress to the client’s long-term CX and business goals.\n\nGrow organically. Identify expansion opportunities in existing accounts by understanding client pain points and bringing a relevant point of view on CX and AI. Support renewals, upsell, and expansion in partnership with strategic sales and customer success teams.\n\nExtend into managed services and advisory as the practice matures: shape Day 2 support models, operational readiness, and advisory engagements that keep clients engaged after go-live.\n\nDelivery Excellence & Risk Mitigation\nLead a global, multidisciplinary team across multiple concurrent workstreams, ensuring product, engineering, and delivery leaders operate as a cohesive unit to deliver measurable outcomes.\n\nManage risk proactively. Identify “red” and “yellow” programs early; step into recovery situations to provide clarity, reset expectations, and stabilize teams and client relationships.\n\nPush for iterative delivery. Favor smaller releases and faster cycles over big-bang launches, especially for AI capabilities where learning in production is essential.\n\nOptimize delivery models, balancing onshore/offshore teams, automation, and repeatable assets to improve margins and scalability.\n\nManage vendor and partner ecosystems. Work with CCaaS and AI platform partners (e.g., Genesys, Google, AWS, Zendesk, Five9, ElevenLabs, Cresta, Parloa) to deliver joint solutions as well as surrounding services in the client ecosystem.\n\nPartner on pre-sales. Support the commercial team to shape innovative solutions and lead scoping, estimation, and handoffs into delivery so engagements start with clear requirements and goals.\n\nLeadership & Talent Development\nCoach and mentor delivery, product, and engineering leaders on leading their own teams and navigating complex client dynamics.\n\nBuild a high-performance culture with regular 1:1s and performance reviews grounded in radical candor and growth, delivering feedback upward, across, and down with grace and clarity.\n\nRaise the bar on talent. Participate in senior-level hiring, contribute to the Delivery Playbook, and build career paths and skill development (including AI and platform certification pipelines).\n\nOperational & Financial Stewardship\nOwn portfolio financials: gross margin, utilization, and effective billable rates.\n\nForecast accurately. Maintain precise revenue and resource forecasts so the business can plan hiring and growth with confidence.\n\nInfluence with data. Use reporting language, data visualization, and storytelling to influence internal and external decisions and inspire confidence in stakeholders.\n\nCollaborate across the business with peers and practice leaders to improve internal processes and operational efficiency, and bring energy to moments that matter: new relationships, key presentations, and recovery situations.\n\nQualifications\n10+ years in the technology industry, including 4+ years in a senior leadership role in a professional services, consulting, or agency environment.\n\nProven record managing a diverse portfolio of client accounts (ideally $10M+ in annual revenue) with a focus on retention and organic growth.\n\nExperience delivering large-scale CX or contact center transformations that influenced VP- and C-level decision making.\n\nWorking 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.\n\nHands-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.\n\nDeep 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.\n\nExperience managing and coaching leaders across Product, Engineering, and Delivery, and leading large, globally distributed teams.\n\nStrong command of professional services metrics, including gross margin, utilization, forecast accuracy, and effective billable rates.\n\nExceptional ability to navigate “recovery situations” and high-stakes client conversations with poise, clarity, and a solution-oriented mindset.\n\nAbility to translate complex delivery data into compelling narratives for QBRs and executive stakeholders.\n\nUnderstanding of regulatory requirements in contact center operations (e.g., PCI, HIPAA, TCPA, PIPEDA) is a plus.\n\nEqual Opportunity Employer\nAt 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.\nWe will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.\nFor more information on how we use your information, see our Privacy Policy.","description_format":"text","description_chars":8541,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Boston","iso":null,"kind":"city"},{"name":"Columbus","iso":null,"kind":"city"},{"name":"Durham","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services","AI Training Data & Annotation"],"lifecycle":[{"event":"open","at":"2026-10-14T23:37:27Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":32,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":190000,"is_top_pay":false},"html_url":"https://alion.io/job/telus-digital-director-delivery-cx-ai","json_url":"https://alion.io/job/telus-digital-director-delivery-cx-ai.json","meta":{"generated_at":"2026-10-19T00:59:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":391,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6117},"rest":"https://alion.io/mcp/rest/get_company?id=6117"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftelus-digital-director-delivery-cx-ai"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftelus-digital-director-delivery-cx-ai"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftelus-digital-director-delivery-cx-ai"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/telus-digital-director-delivery-cx-ai\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftelus-digital-director-delivery-cx-ai"}]}