Managing Director, CX AI Delivery

Responsibilities

• 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

Qualifications

• 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
• Leads the line of business for mid-size to large consultancy (ie, Office, industry, etc.)
• 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
• Track record of being a dynamic decision-maker and having adaptiveness in a quickly changing environment
• Deep knowledge of customer experience strategies and digital transformation

Compensation

Compensation Range: $208K - $275K