telus-digital - Managing Director, CX AI Delivery

• Strategy and Leadership: • 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) • P&L Responsibility: • 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 • Team Leadership and Management: • 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 • Client Engagement and Delivery: • 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 • Proven track record of building and scaling new service offerings in emerging technologies • Industry Knowledge: • 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 • Leadership Competencies: • Exceptional leadership and people management skills, inspiring and motivating cross-functional teams • Excellent strategic thinking and problem-solving abilities, with strong business acumen • Proven ability to develop and maintain effective relationships with clients and key stakeholders • Communication and Collaboration: • 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