Director, Delivery CX AI

TELUS Digital

. Act as the primary escalation point and strategic advisor for client executives .

Posted 10/14/2026full-timeToronto • CanadaLead💰 CA$150,000 - CA$190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing large-scale client portfolios, driving commercial success, and leading multidisciplinary teams in technology and professional services. Proficient in AI capabilities, CX transformations, and operational efficiency with a strong focus on metrics and performance management.

Highest-signal resume keywords

10+ Years In Technology IndustrySenior Leadership Experience In Professional ServicesHands-On Delivery Experience With CCaaS Or CX AI PlatformsStrong Command Of Professional Services MetricsExperience Leading Large, Globally Distributed Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI ArchitectureCX TransformationAgile DeliverySDLC UnderstandingData VisualizationPerformance ManagementPortfolio ManagementClient Account ManagementConversational AICustom-Built Software Solutions

Soft Skills

Strategic AdvisorCoaching And MentoringInfluencing DecisionsNavigating High-Stakes ConversationsBuilding High-Performance Culture

Tools & Technologies

GenesysAmazon ConnectZendeskGoogleCCaaS PlatformsAI-Driven RoutingKnowledge Management SystemsContent For AI

Certifications & Qualifications

AI Platform Certifications

Industry Keywords

Professional ServicesConsultingCX IntelligencePCIHIPAATCPAPIPEDA

Tech Stack

Tools & technologies

SDLC

About the role

Key responsibilities & impact

Act as the primary escalation point and strategic advisor for client executives
Drive the commercial success of an approximately $15–20M portfolio
Lead Quarterly Business Reviews connecting delivery progress to long-term CX and business goals
Identify expansion opportunities and support renewals, upsell, and account expansion
Shape managed services, Day 2 support models, operational readiness, and advisory engagements
Lead global multidisciplinary teams across concurrent workstreams
Identify at-risk programs and stabilize recovery situations
Drive iterative delivery and faster release cycles for AI capabilities
Optimize delivery models, balancing onshore/offshore teams, automation, and repeatable assets
Manage CCaaS and AI platform vendor and partner ecosystems
Support presales, scoping, estimation, and delivery handoffs
Coach and mentor delivery, product, and engineering leaders
Build a high-performance culture through 1:1s and performance reviews
Participate in senior-level hiring and contribute to the Delivery Playbook
Build career paths and AI and platform certification pipelines
Own portfolio gross margin, utilization, and effective billable rates
Maintain accurate revenue and resource forecasts
Use reporting, data visualization, and storytelling to influence decisions
Collaborate across the business to improve processes and operational efficiency

Requirements

What you’ll need

10+ years in the technology industry
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
Experience delivering large-scale CX or contact center transformations influencing VP- and C-level decision making
Working knowledge of conversational and voice AI, agent assist and copilots, AI-driven routing, knowledge and content for AI, and CX intelligence
Ability to discuss AI architecture, risk, and ROI credibly with technical and executive audiences
Hands-on delivery experience with one or more leading CCaaS or CX AI platforms, such as Genesys, Amazon Connect, Zendesk, or Google
Deep understanding of the SDLC and Agile delivery
Track record leading complex, custom-built software solutions from discovery to launch
Experience managing and coaching leaders across Product, Engineering, and Delivery
Experience leading large, globally distributed teams
Strong command of professional services metrics, including gross margin, utilization, forecast accuracy, and effective billable rates
Ability to navigate recovery situations and high-stakes client conversations
Ability to translate complex delivery data into compelling narratives for QBRs and executive stakeholders
Understanding of PCI, HIPAA, TCPA, or PIPEDA is a plus
Platform certifications and experience across multiple verticals are a plus

Benefits

Comp & perks

Equity
Bonus
Remote work option in the United States or Canada
Flexible office location options across major North American offices
Global team environment
Professional development through AI and platform certification pipelines