Director, Delivery CX AI

The role

You will lead delivery across the CX AI portfolio, managing a portfolio of client engagements worth approximately $15–20M in revenue. You will lead delivery, product, and engineering leaders to deliver outcomes in CCaaS, conversational and agentic AI, and CX intelligence.

What you will do

• Act as the primary escalation point and strategic advisor for client executives.
• Drive the commercial success of a ~$15–20M portfolio.
• Identify expansion opportunities in existing accounts.
• Lead a global, multidisciplinary team across multiple concurrent workstreams.
• Identify and stabilize red and yellow programs.
• Push for iterative delivery and smaller releases.
• Optimize delivery models by balancing onshore/offshore teams and automation.
• Manage vendor and partner ecosystems.
• Support the commercial team with pre-sales, scoping, and estimation.
• Coach and mentor delivery, product, and engineering leaders.

Required qualifications

• 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 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 with technical and executive audiences.
• Hands-on delivery experience with one or more leading CCaaS or CX AI platforms.
• Deep understanding of the SDLC and Agile delivery.
• 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 translate complex delivery data into compelling narratives.

Nice to have

• Platform certifications
• Experience across multiple verticals
• Understanding of regulatory requirements in contact center operations (e.g., PCI, HIPAA, TCPA, PIPEDA)

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.