Director

Summary

Join TELUS Digital as a Director, Google Customer Engagement Services (CES) Practice, leading the growth and expansion of global Google CES capabilities. This pivotal leadership role within the Global AI team involves shaping strategy, driving innovation, and delivering exceptional value to clients using Google's AI technologies for customer engagement. You will build and scale expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital remains at the forefront of AI-powered customer experience transformation. The role demands strategic thinking, deep technical understanding of Google CES products, strong business acumen, and exceptional leadership skills. You will be responsible for the entire lifecycle of solution development and delivery, from conceptualization to ongoing support. This position offers a competitive salary and benefits package.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or a related field
• 10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions
• 5+ years of leadership experience building and scaling high-performing teams, ideally within a global consulting or professional services environment
• Proven expertise and hands-on experience with Google Customer Engagement Services (formerly CCAI), including deep knowledge of
• Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain
• Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics
• Excellent business acumen with the ability to identify client needs, develop compelling value propositions, and drive revenue growth
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams
• Proven ability to influence and collaborate across diverse internal and external stakeholders
• Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges

Responsibilities

• Develop and execute the strategic roadmap for the Google CES practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries
• Identify new business opportunities and cultivate strong relationships with key stakeholders at Google and within client organizations to expand our footprint
• Champion the adoption of Google CES solutions, including Conversational Agents (Dialogflow, Gen AI Agents), Agent Assist, and Conversational Insights, ensuring alignment with client needs and business objectives
• Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support
• Establish and manage key performance indicators (KPIs) for the practice, regularly reporting on progress and demonstrating tangible business value
• Stay abreast of the latest advancements in Google CES, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings
• Drive the creation of innovative solutions and accelerators built on the Google CES platform, addressing complex customer experience challenges for our clients
• Oversee the technical architecture and delivery excellence of Google CES implementations, ensuring high quality, scalability, and adherence to best practices
• Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques
• Recruit, mentor, and develop a world-class team of AI specialists, conversational designers, solution architects, and delivery managers focused on Google CES
• Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment
• Develop and implement training programs to ensure the team possesses the necessary skills and certifications in Google CES technologies
• Manage resource allocation, project prioritization, and operational efficiency within the practice
• Act as a trusted advisor to clients, understanding their business challenges and translating them into effective Google CES solutions
• Lead client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our Google CES offerings
• Collaborate closely with TELUS Digital's sales, marketing, and other delivery teams to ensure seamless go-to-market strategies and integrated client solutions

Preferred Qualifications

MBA or advanced degree is a significant asset

Benefits

• Healthcare benefits - Medical, Vision, Dental
• 401K matching
• Employee Share Purchase Plan
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• Annual Performance Bonus