Associate Principal, AI & CX Solutions Strategist
TELUS Digital · Remote · Vancouver, BC · Remote, Ontario · Remote, British Columbia · Remote, Alberta ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Hybrid or Remote (Canada)
- AI & CX Strategy
- Consulting + Tech
- 5-10 years experience
Join the Strategy team at TELUS Digital to drive digital and AI transformation in contact center operations. You will act as a bridge between business goals and modern AI capabilities, helping clients move from concept to working proofs-of-concept.
This position requires a builder mindset to translate technical AI concepts into actionable business strategies. You will partner with product and data teams to design high-level architecture visions and define success metrics for new deployments.
What you'll do
- Define UX features and AI agent tools aligned with business goals
- Design AI-driven CX strategies and advise on pilot programs
- Build strategic business cases for modern AI and contact center tech
- Identify and prioritize opportunities to improve operational agility
- Provide input into the CX Product roadmap based on market trends
- Translate technical architecture visions into deployment plans
- Stay updated on emerging AI trends like autonomous agents and LLMs
What you'll need
- 5-10 years in consulting, digital strategy, or solutions engineering
- Experience in high-growth tech or AI-forward environments
- Proficiency in modern contact center ecosystems as an operator
- Understanding of Conversational AI, GenAI agents, and LLM integrations
- Ability to translate technical concepts for non-technical stakeholders
- Strong analytical skills to quantify business value and ROI
- Excellent verbal and written communication for executive audiences
Nice to have
- Experience with Zendesk, Amazon Connect, Twilio, Intercom, or NiCE
- Background in pre-sales or implementation leadership
Stack
- Zendesk
- Amazon Connect
- Twilio
- Intercom
- NiCE
- Conversational AI
- LLMs
How you'll work
- Hybrid from Vancouver office or fully remote within Canada
- Part of the global Strategy team at TELUS Digital