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Added 1 day ago
P
Enterprise Engineering Services Sales, Director
PwC
Toronto, ON
- Full-time
A career with PwC’s Cloud Data & AI team will provide you with the opportunity to help our clients leverage leading-edge cloud technology to enhance their customer experiences, enable…
Added 2 days ago
6
Senior Product Manager, WinZip
69805dbf-d10e-4118-99f6-cb47a709a502
Canada
- $130,000 to $160,000 CAD / year
- Full-time
Experience with data analytics tools like Amplitude, Google Analytics, and Snowflake.
Added 2 days ago
S
Head of Data Systems (Google Stack)
Stacktics
Toronto, ON
- Full-time
The Head of Data Systems (Google Stack) will play a key role at Stacktics, required to help create and maintain industry-leading quality and efficiency of service and software delivery.
Added 2 days ago
1
Senior Product Manager, WinZip
1cc465ff-d8d9-4507-a995-318f570f237f
Canada
- $130,000 to $160,000 CAD / year
- Full-time
Experience with data analytics tools like Amplitude, Google Analytics, and Snowflake.
Added 3 days ago
AI Enablement Engineer
Scotiabank
Toronto, ON
Partner with technology, architecture, data, and business teams to integrate AI capabilities into existing workflows and operating models.
Added 3 days ago
FT
Senior Associate -Cyber Security Forward Deployed(Bilingual FR/EN)
FDE Times
Toronto, ON
- Full-time
Work with cloud architects and developers to implement security solutions including cloud platforms and applications. Configure security controls (identity & access management, data…
Added 4 days ago
ZC
Machine Learning Engineer
Zurich Canada
Toronto, ON
- Full-time
Relevant experience: Databricks, Spark/PySpark, Delta Lake, Python, SQL, batch/streaming architectures, feature management, data-quality testing, lineage, cloud storage/compute, CI/CD and…
Added 4 days ago
ZC
Machine Learning Engineer
Zurich Canada
Waterloo, ON
- Full-time
Relevant experience: Databricks, Spark/PySpark, Delta Lake, Python, SQL, batch/streaming architectures, feature management, data-quality testing, lineage, cloud storage/compute, CI/CD and…
Added 5 days ago
AI Data Developer II, Professional Services, Google Cloud
Google
Toronto, ON
As a Data Developer, you'll guide customers on how to ingest, store, process, analyze, explore, and visualize data on Google Cloud Platform. You will lead data migrations and…
Added 6 days ago
S
Enterprise Architect
Synechron
Mississauga, ON
- $180,000 to $210,000 CAD / year
- Full-time
…span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms.…
Added 6 days ago
Director, AI Business Solutions, Canadian Wealth Management
Scotiabank
Toronto, ON
Familiarity with AI techniques, Frameworks and latest advances, as well as cloud and data platforms (e.g., Azure / OpenAI, Google Cloud Platform / Gemini), and the ability to leverage them…
Added 8 days ago
TD
Director and Practice Lead, Data Engineering
TELUS Digital
Remote, Canada
- $211,000 to $302,000 CAD / year
- Full-time
- Remote
TELUS Digital's Data, AI & Cloud (DAIC) practice is the multidisciplinary engine behind enterprise AI, blending boutique innovation with the breadth of a global services portfolio to help…
Added 9 days ago
Solution Architect, AI
Long View Systems
AB · Toronto, ON · Vancouver, BC · Calgary, AB
We are looking for an innovative and technology-driven Solution Architect, AI for our Data & Dynamics team located in our Calgary, Edmonton, Vancouver or Toronto branch. In this role, you…
Added 9 days ago
SW
Director, AI Business Solutions, International Wealth Management
Scotia Wealth Management
Toronto, ON
- Full-time
Familiarity with AI techniques, Frameworks and latest advances, as well as cloud and data platforms (e.g., Azure / OpenAI, Google Cloud Platform / Gemini), and the ability to leverage them…
Added 9 days ago
BS
Technology Procurement Specialist
Blackline Safety
Calgary, AB
- Full-time
…services, including hardware, software, SaaS subscriptions, cloud services, telecommunications, IT consulting, and managed services. This role works closely with Information Technology,…
Added 9 days ago
Director, AI Business Solutions, International Wealth Management
Scotiabank
Toronto, ON
Familiarity with AI techniques, Frameworks and latest advances, as well as cloud and data platforms (e.g., Azure / OpenAI, Google Cloud Platform / Gemini), and the ability to leverage them…
Added 9 days ago
TD
Director, Delivery CX AI
TELUS Digital
Remote, Canada
- $150,000 to $190,000 CAD / year
- Full-time
- Remote
…areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test…
Added 11 days ago
D
Principal Creative Director, AI Video
Deel
Canada
- Full-time
Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator's top companies…
Added 12 days ago
Customer Developer, Cloud AI, Google Cloud
Google
Toronto, ON · Waterloo, ON
As a Practice Customer Developer (CE) with a specialty in Cloud AI, you will partner with technical sales teams to differentiate Google Cloud to our customers. You will serve as a technical…
Added 12 days ago
D
Director, Product Design
Deel
Canada
- Full-time
Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator's top companies…
Added 15 days ago
P
Senior Associate -Cyber Security Forward Deployed(Bilingual FR/EN)
PwC
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON
- Full-time
Work with cloud architects and developers to implement security solutions including cloud platforms and applications. Configure security controls (identity & access management, data…
Added 15 days ago
SP
Manager, Marketing
SURREY PLACE
ON
- Full-time
- Contract
In collaboration with IT, project management, data and clinical teams, map the client journey from first inquiry through registration and intake, and act on drop-off points.
Added 15 days ago
SP
Manager, Marketing
Surrey Place
Toronto, ON
- Full-time
In collaboration with IT, project management, data and clinical teams, map the client journey from first inquiry through registration and intake, and act on drop-off points.
Added 15 days ago
S
Artificial Intelligence Consultant
SMARTFOX
Canada
- Full-time
…hands-on technical expert, toward strategy and leadership, or into practice…
Added 15 days ago
S
Head of Data Systems (Google Stack)
Stacktics
Toronto, ON
- Full-time
The Head of Data Systems (Google Stack) will play a key role at Stacktics, required to help create and maintain industry-leading quality and efficiency of service and software delivery.

TELUS Digital

Director, Delivery CX AI

Remote, Canada

Remote

$150,000 to $190,000 CAD / year · Full-time

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Job details

Pay: $150,000 to $190,000 CAD / year
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Oct 14, 2026

Original job description

Director, CX AI Delivery

Who We Are

Welcome 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

With 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.

From 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.

Location & Flexibility

This 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.

This role may involve travel of up to 25% to contact center and client locations.

The Opportunity

We 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.

This 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.

This 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.

Responsibilities

Strategic Account Governance & Growth

Be 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).
Run 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.
Grow 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.
Extend 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.

Delivery Excellence & Risk Mitigation

Lead a global, multidisciplinary team across multiple concurrent workstreams, ensuring product, engineering, and delivery leaders operate as a cohesive unit to deliver measurable outcomes.
Manage risk proactively. Identify “red” and “yellow” programs early; step into recovery situations to provide clarity, reset expectations, and stabilize teams and client relationships.
Push for iterative delivery. Favor smaller releases and faster cycles over big-bang launches, especially for AI capabilities where learning in production is essential.
Optimize delivery models, balancing onshore/offshore teams, automation, and repeatable assets to improve margins and scalability.

Manage 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.
Partner 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.

Leadership & Talent Development

Coach and mentor delivery, product, and engineering leaders on leading their own teams and navigating complex client dynamics.
Build 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.
Raise 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).

Operational & Financial Stewardship

Own portfolio financials: gross margin, utilization, and effective billable rates.
Forecast accurately. Maintain precise revenue and resource forecasts so the business can plan hiring and growth with confidence.
Influence with data. Use reporting language, data visualization, and storytelling to influence internal and external decisions and inspire confidence in stakeholders.
Collaborate 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.

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 (ideally $10M+ in annual revenue) 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; ability to discuss architecture, risk, and ROI credibly with both technical and executive audiences.
Hands-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.
Deep 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.
Experience managing and coaching leaders across Product, Engineering, and Delivery, and leading large, globally distributed teams.
Strong command of professional services metrics, including gross margin, utilization, forecast accuracy, and effective billable rates.
Exceptional ability to navigate “recovery situations” and high-stakes client conversations with poise, clarity, and a solution-oriented mindset.
Ability to translate complex delivery data into compelling narratives for QBRs and executive stakeholders.
Understanding of regulatory requirements in contact center operations (e.g., PCI, HIPAA, TCPA, PIPEDA) is a plus.

Equal Opportunity Employer

At 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.

We 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.

For more information on how we use your information, see our Privacy Policy.

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More about this job

Responsibilities

The Director will lead the CX AI delivery portfolio, managing client engagements and multidisciplinary teams to ensure measurable outcomes. They will act as a strategic advisor to client executives while overseeing portfolio financials, risk mitigation, and organic account growth.

Requirements

Candidates must have over 10 years of experience in the technology industry, including at least 4 years in a senior leadership role within a consulting or professional services environment. A proven track record of managing large-scale CX or contact center transformations and deep knowledge of AI applications in customer experience are required.

Skills

CX AI
Contact Center Transformation
Strategic Account Management
Portfolio Management
Agile Delivery
Team Leadership
Financial Stewardship
Stakeholder Management
Risk Mitigation
Conversational AI
Agentic AI
CCaaS
Consulting
Product Management
Engineering Leadership
Data Visualization

Benefits

Equity
Bonus

Remote locations

United States
Canada

Remote locations (standardized)

Canada
United States

Visa sponsorship

Not detected in the job text

Keywords

CX AI
CCaaS
Genesys
Google
AWS
Zendesk
Five9
ElevenLabs
Cresta
Parloa
Agile
SDLC
Consulting
Portfolio Management
Revenue Forecasting
Gross Margin
Utilization
Strategic Planning
Customer Experience
Artificial Intelligence
Conversational AI
Agentic Automation
Copilots
QBR
Professional Services
Digital Transformation
Risk Management
Leadership
Mentorship
Data Storytelling

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