Associate Principal, AI & CX Solutions Strategist
TELUS Digital · Remote · Remote, US · Boston, MA · Charlottesville, VA · Durham, NC · Columbus, OH ·
COMPENSATION
$140k – $200k
Listed on the employer's job board (Ashby)
- Hybrid or US Remote
- AI & CX Strategy
- 5-10 years experience
- Consulting focus
- CCaaS expertise
Join the Strategy team at TELUS Digital to drive digital transformation in global contact center operations. You will act as a hybrid strategist and technologist, translating modern AI capabilities like LLMs and agents into tangible business outcomes. This leadership-level consulting role focuses on moving clients from concept to working proofs-of-concept.
What you'll do
- Bridge business goals with AI capabilities to define UX features and success metrics
- Design AI-driven CX strategies and advise on pilot programs for clients
- Partner with product teams to build strategic business cases for AI tools
- Identify and prioritize tech opportunities to enhance customer experience and ROI
- Provide input into the CX Product roadmap based on emerging trends
- Translate technical architecture visions into actionable deployment plans
- Stay updated on autonomous AI agents and LLM advancements in contact centers
What you'll need
- 5-10 years in management consulting, digital strategy, or solutions engineering
- Experience in high-growth tech or AI-forward environments
- Proficiency in modern contact center ecosystems as an operator or lead
- Strong understanding of Conversational AI, GenAI agents, and LLM integrations
- Ability to translate technical concepts into clear business strategies
- Proven skills in quantifying business value and ROI of tech solutions
- Excellent verbal and written communication for executive presentations
Nice to have
- Experience with Zendesk, Amazon Connect, Twilio, Intercom, or NiCE
- Background in pre-sales or solutions engineering roles
Stack
- Zendesk
- Amazon Connect
- Twilio
- Intercom
- NiCE
- Conversational AI
- LLMs
- GenAI agents
How you'll work
- Hybrid option in Charlottesville, Durham, Columbus, or Boston
- Fully remote option available within the United States
- Part of the global Strategy team at TELUS Digital