Director – Delivery CX AI

TELUS Digital

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

Posted 10/14/2026full-timeUnited StatesLead💰 $132,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing large client portfolios and driving commercial success through strategic advisory and operational excellence. Proficient in leading multidisciplinary teams and delivering AI-driven solutions while optimizing performance metrics and client satisfaction.

Highest-signal resume keywords

Client Account ManagementAI Platform ExpertiseAgile Delivery MethodologyProfessional Services MetricsLeadership and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Conversational AIVoice AICCaaS PlatformsSDLCCustom Software SolutionsData VisualizationPerformance MetricsOperational ReadinessRisk ManagementForecast Accuracy

Soft Skills

Strategic AdvisoryInfluencing DecisionsHigh-Stakes CommunicationTeam BuildingMentoring

Tools & Technologies

GenesysAmazon ConnectZendeskGoogle AIData Reporting Tools

Certifications & Qualifications

AI/Platform Certification

Industry Keywords

CX TransformationProfessional ServicesConsultingRegulatory CompliancePCIHIPAATCPAPIPEDA

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 a ~$15–20M client portfolio
Lead Quarterly Business Reviews connecting delivery progress to client CX and business goals
Identify account expansion opportunities and support renewals, upsell, and growth
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 or recover delivery situations
Drive iterative delivery and faster release cycles for AI capabilities
Optimize onshore/offshore delivery models, automation, and repeatable assets
Manage CCaaS and AI platform vendor and partner ecosystems
Support pre-sales, solution 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 develop career paths and AI/platform certification pipelines
Own portfolio gross margin, utilization, and effective billable rates
Maintain 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 leading CCaaS or CX AI platforms such as Genesys, Amazon Connect, Zendesk, or Google
Deep understanding of 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 regulatory requirements is a plus

Benefits

Comp & perks

Equity
Bonus
Remote work in the United States or Canada, or hybrid work from major North American office locations
Travel opportunities to contact center and client locations