Join TELUS Agriculture & Consumer Goods as a Senior Manager, Digital CX & AI. Reporting to the CX & AI Director, you will be a senior delivery and practice leader within TELUS Digital’s Global CX organization. Your mission is to lead the technical transformation of enterprise-scale customer experience environments, translating business priorities into technology-enabled outcomes.
What You'll Do
- Partner with Architects, CX Strategists, Operation Leaders, and Delivery teams to plan, design, and implement AI-driven solutions for digital and operational transformation.
- Build, lead, and scale high-performing, cross-functional squads to improve core CX and operational KPIs, drive revenue growth, and reduce cost across client operations.
- Own delivery excellence across engagements, ensuring progress against milestones, high-quality execution, client satisfaction, and long-term account growth.
- Provide senior technical leadership by guiding strategic decisions across architecture, integration, data, and AI, and evaluating solution trade-offs.
- Apply deep client-services judgment to resolve complex challenges related to scope, design, architecture, delivery approach, and operating models.
- Deliver clear, tailored communication to engineering teams, product and marketing partners, operational leaders, and executive stakeholders.
- Create, own, and communicate holistic delivery plans that align teams around shared goals, timelines, and success metrics.
- Oversee the formation, allocation, and scaling of project teams, proactively identifying resourcing needs and growth opportunities.
- Lead, mentor, and develop globally distributed teams and leaders across multiple disciplines, fostering collaboration and technical excellence.
- Promote sustainable delivery practices that balance team health with achieving client objectives and measurable business outcomes.
What We're Looking For
- 10+ years of experience in Data & AI and/or software engineering.
- Proven track record as a technical leader and people manager in a client-services or consulting environment, including agile delivery governance.
- Experience leading large-scale AI and/or CX transformation initiatives spanning data, AI, and software, from discovery through value realization.
- Proven success leading large, globally distributed, multi-disciplinary teams across engineering, data, AI, and CX functions.
- Strong understanding of Generative AI and its enterprise applications, with ability to assess fit and link to ROI.
- Demonstrated ability to lead complex programs with multi-layered scope, engaging with senior client stakeholders and executive sponsors.
- Experienced technical problem-solving across CX ecosystems, including CCaaS, CRM, WFM, and integration platforms.
- Exceptional communication and facilitation skills, including leading executive workshops and structured alignment sessions.
- Fluency in spoken and written English.
Nice to Have
- Demonstrated leadership in data and AI transformation initiatives that drove organizational change and increased enterprise maturity.
- Experience leading CX systems integration programs involving platforms such as Genesys, Five9, NICE, Salesforce, Zendesk, or SAP, and enterprise knowledge/content platforms.
- Prior experience operating within CX environments, with strong working knowledge of contact center KPIs (e.g., AHT, FCR, CSAT, conversion, cost-to-serve).
Team & Environment
You will be part of the Digital CX leadership team, reporting directly to the CX & AI Director.
Work Mode
This is a hybrid position based in Sofia, Bulgaria.
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.
