Managing Director, CX AI Delivery
Location
North Carolina + 3 moreAll locations: North Carolina | Ohio | Massachusetts | Virginia
Posted
2 days ago
Salary
$208K - $275K / year
Seniority
Lead
Job Description
Managing Director, CX AI Delivery
TELUS Digital
• Collaborate with the executive leadership team to define the company's CX AI vision, strategy, and goals for contact center transformation • Drive growth by identifying emerging trends, market opportunities, and industry best practices in contact center innovation • Lead the planning, development, and execution of the CX AI strategic roadmap, including new innovative offerings in the AI space for contact centers • Oversee the development and leadership of comprehensive CX AI offerings, including Assistive CX, Agentic CX, Conversation Agents, CX Insights & Intelligence, CCaaS platforms (including Genesys, Five9, AWS Connect, and Google), CRM (Salesforce and Zendesk), workforce management, agent quality management, and technology partnerships (Cresta and ElevenLabs) • Assume overall accountability for the financial performance of the CX AI practice • Partner with Business Development, Digital Solutions leaders, and CXM account and operations leaders to grow and transform managed accounts in the BPO business • In partnership with Business Development, develop and implement effective revenue generation strategies to meet or exceed annual revenue targets for digital contact center solutions • Monitor financial performance, identify areas for improvement, and implement corrective actions as necessary • Build and lead high-performing teams across technologies and capabilities • Foster a culture of excellence, innovation, collaboration, and continuous learning within the CX AI teams globally • Drive the development and integration of innovative AI-powered solutions and offerings for contact center CX optimization • Partner with TELUS clients and TELUS Digital stakeholders to drive digital transformation within TELUS-owned CX operations • Partner with clients to identify their contact center challenges and design tailored digital solutions • Oversee the delivery of high-quality CX AI implementations and strategic recommendations • Provide thought leadership and build trusted advisor relationships with key client stakeholders • Drive the adoption and integration of modern CX platforms and technologies
Job Requirements
- 10+ years of relevant leadership and team management experience within a top-tier management consultancy (Partner-level) or global and publicly traded enterprise (VP, SVP, or C-level) with a focus on CX AI, Contact Center Technologies, and/or Customer Service Operations
- Leadership experience in technology consulting, project management, and executive partnerships
- Clear and tested experience in leading cross-functional teams and managing P&L responsibilities
- Proven track record of building and scaling new service offerings in emerging technologies
- In-depth knowledge of CCaaS platforms (Genesys, AWS Connect, Google, Five9), CRM systems (Salesforce, Zendesk), and related contact center CX technologies
- Strong understanding of AI platforms and their application in contact center operations
- Experience with conversational AI and digital engagement solutions
- Deep knowledge of customer experience strategies and digital transformation
- Outstanding communication skills, both written and verbal, with the ability to present complex ideas effectively to C-level and Executive audiences
- Strong collaborator with the ability to work seamlessly across diverse teams and cultures
Benefits
- Offers Equity
- Offers Bonus
- 35% annual bonus of base salary, subject to the terms and conditions of the annual plan design
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