WHO WE ARE
Welcome to TELUS Digital [https://www.telusdigital.com/]— where innovation
drives impact at a global scale. As an award-winning digital product consultancy
and the digital division of TELUS [https://www.telus.com/en/], one of Canada’s
largest telecommunications providers, we design and deliver transformative
customer experiences through cutting-edge technology, agile thinking, and a
people-first culture.
In January 2023, TELUS Digital [https://www.telusdigital.com/] acquired
WillowTree, creating a combined firm with service offerings spanning Customer
Experience and Digital Solutions.
With a global team across North America, South America, Central America, Europe,
and APAC, we offer end-to-end expertise across eight core service areas: Digital
Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting,
Business Operations Modernization, Enterprise Applications, Cloud Engineering,
and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and
in-store solutions, TELUS Digital enables seamless, trusted, and digitally
powered experiences that meet customers wherever they are — all backed by the
secure infrastructure and scale of our multi-billion-dollar parent company.
LOCATION
This role will operate remotely in the United States or Canada OR be based out
of one of our major North American office locations - Charlottesville, VA,
Durham, NC, Columbus, OH, Boston, MA, Toronto, ON or Vancouver, BC
THE OPPORTUNITY
We are seeking a visionary and results-driven Senior Director, CX Transformation
to lead and scale our global Contact Center as a Service (CCaaS) practice. This
executive will be responsible for developing innovative service offerings,
building high-performance teams, managing strategic vendor alliances, and
driving measurable business outcomes for clients across industries. The ideal
candidate will bring deep expertise in contact center transformation, CX
digitization, and CCaaS platform deployment, coupled with a strategic mindset
and leadership acumen to drive growth and operational excellence at scale
As a thought leader in the CX space, you will shape the future of customer
interactions. Your expertise will be critical in navigating the rapidly evolving
landscape of digital customer engagement, ensuring our offerings remain at the
forefront of industry advancements. You will collaborate with cross-functional
teams and C-level executives to create market offerings and services that
encompass end-to-end digital solutions from Data & AI, Enterprise Platforms,
Application Modernization, and Cloud Transformation to drive CX initiatives,
fostering a culture of continuous improvement and contributing significantly to
our clients' success. This approach will inform our efforts to move towards the
digitization of CX more broadly.
RESPONSIBILITIES
Develop, Lead, and Scale the CCaaS practice
- Establish, define, and evolve the CCaaS service offerings aligned with market
demand, vendor capabilities, industries, and client needs
- Build a global, multidisciplinary team of business consultants, technical
architects, implementation leads, and support specialists
- Establish standardized methodologies, delivery frameworks, accelerators, and
tools to ensure repeatable, high-quality engagements
Strategic Planning and Execution
- Develop and execute go-to-market strategies, including solution packaging,
pricing, and sales enablement
- Drive year-over-year growth in bookings, revenue, and margin
- Lead strategic planning cycles and ensure alignment with corporate objectives
- Own end-to-end practice-level P&L accountability, with a strong focus on
financial performance and scalability
Partner/Vendor Relationship Management
- Build and nurture strategic alliances with leading CCaaS platform providers
(Genesys, Five9, Zendesk, Google CES, Amazon Connect, eGain, Verint)
- Establish joint go-to-market plans with platform vendors to drive co-sell and
co-delivery opportunities
- Represent the firm in partner councils, roadmap discussions, and executive
summits
Client Engagement and Delivery
- Oversee key client engagements to ensure successful delivery and measurable
outcomes
- Partner with Delivery directors to advise on best practices and learnings and
incorporate into the GTM plan
- Act as an executive sponsor when required
- Conduct client advisory sessions and CX audits
CX Vision and Thought Leadership
- Create a cross-capability vision and offering aimed at accelerating the
digitization of CX for clients: modernization of contact center, agentic AI,
CX audits, process optimization, agent training, telephony.
- Stay ahead of industry trends in contact center AI, automation, digital
channels, workforce engagement, and CX strategy
- Publish thought leadership and represent the firm at conferences, webinars,
and industry forums
- Act as a trusted advisor to client executives on CX transformation strategy
for internal and external clients
PRACTICE OPERATIONS & GOVERNANCE
- Establish governance frameworks to ensure consistent project execution,
quality assurance, risk management, and post-implementation reviews.
- Implement performance metrics and KPIs for team utilization, client
satisfaction (e.g., CSAT, NPS), delivery excellence, and innovation.
- Optimize delivery models, balancing onshore/offshore teams, automation, and
repeatable assets to improve margins and scalability.
INNOVATION & IP DEVELOPMENT
- Lead the development of proprietary tools, accelerators, and solution
blueprints that differentiate the firm in the market.
- Foster a culture of innovation within the practice by encouraging
experimentation, learning, and emerging tech adoption (e.g., AI, RPA, GenAI,
IVA).
- Identify and incubate new service lines (e.g., managed services for CCaaS, AI
operations, outcome-based pricing models).
- Advise on the integration of AI-driven customer experience solutions, such as
AI chatbots, virtual agents, sentiment analysis, and predictive analytics.
CROSS-FUNCTIONAL COLLABORATION
- Partner with other capability leads (e.g., AI/ML, analytics, digital
strategy, managed services) to create integrated CX transformation offerings.
- Collaborate with Sales, Marketing, and Alliances to support pre-sales
efforts, account planning, and create pipeline growth and identify new
revenue streams.
- Work with HR and Talent Acquisition to define competency models, role
expectations, and global hiring plans for the CCaaS team.
CLIENT SUCCESS & LIFETIME VALUE
- Develop programs to increase client lifetime value, including renewal,
upsell, and expansion opportunities.
- Support long-term account growth by identifying new opportunities within
existing clients and working closely with account managers.
QUALIFICATIONS
-
15+ years of experience in contact center transformation, consulting, or
related CX transformation roles, including leadership experience managing
large teams with P&L responsibility. Background in consulting or advisory
environments preferred
-
Proven track record of successfully delivering large-scale CCaaS
implementations and transformation projects that delivered real business
outcomes
-
Proven experience leading CCaaS transformation across multiple verticals
(e.g., financial services, healthcare, retail, telecommunications)
-
Knowledge of CX digitization, including contact center modernization, agent
training, and process optimization
-
Deep understanding of CX industry trends and best practices
-
Strong understanding of contact center technologies, AI applications, and
digital channels
-
Ability to translate business challenges into technology-driven CX solutions.
-
Experience with major CCaaS platforms (Genesys, Five9, Zendesk, Google CES,
Amazon Connect); experience in vendor partnership management and alliance
building
-
Understanding of regulatory requirements in contact center operations
-
Experience in developing and executing go-to-market strategies; proven P&L
management experience with track record of driving revenue growth
-
Strategic thinking and ability to develop and execute long-term plans
-
Ability to simplify complex information and streamline data into compelling
presentations and recommendations
-
Robust attention to detail, quality in all aspects of delivery, and upholding
self and team deliverables to the highest standards.
-
Executive presence with the ability to influence C-level stakeholders and
simplify complex ideas
-
Experience in a professional services or consulting environment preferred
EQUAL OPPORTUNITY EMPLOYER
At TELUS Digital, we are proud to be an equal opportunity employer and are
committed to creating a diverse and inclusive workplace. All aspects of
employment, including the decision to hire and promote, are based on applicants’
qualifications, merits, competence and performance without regard to any
characteristic related to diversity.
We will only use the information you provide to process your application and to
produce tracking statistics. Since we do not request personal data deemed
sensitive, we ask you to abstain from sharing that information with us.
For more information on how we use your information, see our Privacy Policy
[https://www.telusdigital.com/privacy-policy].
What We'll Offer
In addition to a great culture and interesting work with opportunities for
growth and development, this position is eligible for the following benefits:
- Healthcare benefits - Medical, Vision, Dental
- Retirement Savings Matching
- Competitive PTO Policy
- Employee Assistance Program (EAP)
- Life & Disability Insurance
- And more!
Annual Performance Bonus
This position is eligible for an annual performance bonus based on personal,
division/business unit, and company performance. The range displayed is only the
annual base salary. To maintain equity across the business, annual performance
bonus targets are determined by job level, not individual circumstances.
Individual base salaries are based on various factors unique to each candidate,
including skill set, experience, qualifications, and other job-related reasons
determined during the interview process. Salary bands are periodically reviewed
and updated based on market changes, internal needs, and industry trends. To
maintain pay equity for team members, TELUS Digital conducts regular
compensation audits.
Annual Base Salary Range (Performance Bonus Eligible)
$164,000—$205,000 CAD
