• Lead end-to-end development for our AI platform and customer experiences, from initial roadmap to rollout. • Partner with engineers to design prompt strategies, evaluation frameworks, and guardrails—balancing latency, cost, and accuracy. • Serve as the technical translator between engineering and the broader organization, establishing AI best practices and platform standards. • Drive systematic improvement in answer quality, customer satisfaction, and automation rates through rigorous experimentation. • Work with partners at OpenAI to evaluate and deploy the next generation of voice models and workflow automation.

• Lead end-to-end development for our AI platform and customer experiences, from initial roadmap to rollout. • Partner with engineers to design prompt strategies, evaluation frameworks, and guardrails—balancing latency, cost, and accuracy. • Serve as the technical translator between engineering and the broader organization, establishing AI best practices and platform standards. • Drive systematic improvement in answer quality, customer satisfaction, and automation rates through rigorous experimentation. • Work with partners at OpenAI to evaluate and deploy the next generation of voice models and workflow automation.

• Design, build, and ship AI solutions to automate workflows, enhance deliverables, and create net new capabilities for internal & client-facing use. • Own the full lifecycle of deployed AI solutions — maintenance, enhancement, reliability, and re-platforming. • Architect solutions to integrate into Polaris IQ's shared intelligence layer rather than as standalone tools. • Partner with the Head of AI and stakeholders across GTM / Sales, Product Management, Software Engineering, and Data Engineering to identify high-value opportunities and translate them into deployed solutions. • Manage and develop 2-3 Jr. AI Strategists — coaching, brief and work review, and growth planning.

• 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