Manager, Delivery - CX AI

The role

You will drive contact center and customer experience technology programs from start to finish. You will lead cross-functional teams and manage project budgets, governance, and stakeholder communications.

What you will do

• Lead end-to-end delivery of contact center and customer experience technology solutions
• Own program-level governance for CCaaS engagements
• Provide leadership to cross-functional, globally distributed onshore and offshore delivery teams
• Deliver tailored updates for engineering, product, marketing, and C-level executives
• Drive and govern Agile and hybrid delivery lifecycles
• Plan and execute knowledge transfer and transition-to-sustainment activities
• Operate within structured release cadences and governance rituals
• Manage project-level budgets, forecasts, and financials
• Apply appropriate frameworks to suit evolving contact center needs
• Encourage and lead an engaging team environment

Required qualifications

• 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead, or Program Manager
• Experience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES, or modern agent-facing and AI-enabled customer experience platforms)
• Proven expertise in managing complex program dependencies across third-party vendors, telephony carriers, and internal technical teams
• Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis
• Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders
• Ability to assess, escalate, and communicate technical or process risks and issues
• Expert communicator able to run workshops and structured meetings
• Experience delivering AI-enabled customer experience products and operating in an AI-forward delivery environment
• Demonstrated experience leading globally distributed delivery teams across onshore and offshore partner models and multiple time zones

Nice to have

• Experience in telecommunications, financial services, healthcare, or another regulated enterprise environment
• Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL

About the company

TELUS Digital is a digital product consultancy and the digital division of TELUS. They design and deliver transformative customer experiences through technology, agile thinking, and a people-first culture.