Director, Delivery CX AI
TELUS Digital · Remote · Charlottesville, VA · Boston, MA · Durham, NC · Remote, US · Columbus, OH ·
COMPENSATION
$132k – $190k
Listed on the employer's job board (Ashby)
- Director level role
- Remote US/Canada
- Manage $15-20M portfolio
- CX AI & CCaaS focus
- Leadership of 8-12 reports
As Director of CX AI Delivery, you will oversee the execution of complex contact center and AI initiatives, ensuring predictable and measurable outcomes. You will serve as a strategic advisor to client executives, managing a portfolio worth approximately $15-20 million while leading delivery, product, and engineering leaders.
The position requires balancing commercial success with technical rigor, helping clients adopt AI capabilities like conversational agents and copilots at scale. You will manage a team of 8-12 direct reports and drive organic growth through consultative partnerships.
What you'll do
- Act as primary strategic advisor and escalation point for client executives
- Drive commercial success for a portfolio generating ~$15-20M in revenue
- Identify expansion opportunities and support renewals in existing accounts
- Lead global multidisciplinary teams across concurrent workstreams
- Proactively identify at-risk programs and stabilize recovery situations
- Manage vendor ecosystems including CCaaS and AI platform partners
- Coach and mentor delivery, product, and engineering leaders
- Own portfolio financials including gross margin and utilization metrics
- Maintain precise revenue and resource forecasts for business planning
What you'll need
- 10+ years in technology industry with 4+ in senior leadership
- Experience in professional services, consulting, or agency environments
- Proven track record managing client portfolios over $10M annually
- Experience delivering large-scale CX or contact center transformations
- Working knowledge of AI applications in CX such as voice AI and copilots
- Hands-on delivery experience with leading CCaaS or CX AI platforms
- Deep understanding of SDLC and Agile delivery methodologies
- Experience managing and coaching leaders across Product and Engineering
- Strong command of professional services metrics and financial stewardship
- Ability to navigate high-stakes client conversations and recovery scenarios
Nice to have
- Platform certifications in major CCaaS or AI tools
- Experience across multiple industry verticals
- Understanding of regulatory requirements like PCI, HIPAA, or PIPEDA
Stack
- Genesys
- AWS
- Zendesk
- Five9
- ElevenLabs
- Cresta
- Parloa
- Amazon Connect
How you'll work
- Remote within United States or Canada
- Office options in Charlottesville, Durham, Columbus, Boston, Toronto, Vancouver
- Travel up to 25% to contact center and client locations
- Reports to Managing Director, CX AI Delivery