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, and Boston, MA
THE OPPORTUNITY
TELUS Digital is seeking a visionary and results-driven Director, Google
Customer Engagement Services (CES) Practice to lead the growth and expansion of
our global Google CES capabilities. This is a pivotal leadership role within our
Global AI team, responsible for shaping our strategy, driving innovation, and
delivering exceptional value to our clients through the intelligent application
of Google's cutting-edge AI technologies for customer engagement.
You will be instrumental in building and scaling our expertise in Conversational
Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital
remains at the forefront of AI-powered customer experience transformation. This
role requires a blend of strategic thinking, deep technical understanding of
Google CES products, strong business acumen, and exceptional leadership skills
to inspire and empower a high-performing team.
RESPONSIBILITIES
-
Global Practice Leadership & Growth:
- 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.
-
Solution Development & Innovation:
- 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.
-
Team Leadership & Development:
- 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.
-
Client Engagement & Partnership:
- 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.
COMPETENCIES
- Bachelor's degree in Computer Science, Engineering, Business, or a related
field. MBA or advanced degree is a significant asset.
- 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.
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].
LI-TW1
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)
$148,000—$185,000 CAD
