Logo
TELUS Digital

Director, Google Customer Engagement Services Practice

TELUS Digital, Boston, Massachusetts, us, 02298

Save Job

Overview

Director, Google Customer Engagement Services (CES) Practice

at TELUS Digital. Remote work in the United States or Canada, or based in one of TELUS Digital's major North American offices (Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA). TELUS Digital is a global digital product consultancy and the digital division of TELUS. We design and deliver transformative customer experiences through technology, agile thinking, and a people-first culture. TELUS Digital acquired WillowTree in January 2023, expanding our service offerings across eight core areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. We enable mobile apps, websites, voice UI, chatbots, AI, customer service, and in-store solutions backed by TELUS’ scale and security. The Opportunity TELUS Digital seeks a visionary and results-driven

Director, Google CES (CES) Practice

to lead growth and expansion of our global Google CES capabilities. This senior leadership role within the Global AI team shapes strategy, drives innovation, and delivers value to clients through the intelligent application of Google’s AI technologies for customer engagement. You will build and scale expertise in Conversational Agents, Agent Assist, and Conversational Insights to keep TELUS Digital at the forefront of AI-powered customer experience. Responsibilities

Global Practice Leadership & Growth Develop and execute the strategic roadmap for the Google CES practice within TELUS Digital's Global AI team, driving growth in revenue, market share, and client adoption across industries. Identify new business opportunities and cultivate relationships with Google and client stakeholders to expand TELUS Digital’s footprint. Champion the adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, Conversational Insights) in line with client needs and objectives. Lead the full lifecycle of solution development and delivery, from concept to implementation, optimization, and ongoing support. Establish and manage KPIs for the practice; regularly report progress and demonstrate business value. Solution Development & Innovation Stay current with Google CES, generative AI, NLP, and related technologies; integrate new capabilities into offerings. Drive the creation of innovative solutions and accelerators on the Google CES platform to address complex CX challenges. Oversee technical architecture and delivery excellence of Google CES implementations, ensuring quality, scalability, and best practices. Foster a culture of continuous learning and innovation within the team. Team Leadership & Development Recruit, mentor, and develop a high-performing team of AI specialists, designers, solution architects, and delivery managers focused on Google CES. Provide strong technical and strategic leadership; cultivate a collaborative, client-centric environment. Develop training programs to ensure team 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, translating business challenges into effective Google CES solutions. Lead client presentations, workshops, and demonstrations; articulate the value of Google CES offerings. Collaborate with TELUS Digital’s sales, marketing, and delivery teams to ensure seamless go-to-market strategies and integrated client solutions. Qualifications

Bachelor’s degree in Computer Science, Engineering, Business, or related field; MBA or advanced degree is a plus. 10+ years of experience in technology consulting, digital transformation, or customer experience, with a strong AI/ML focus. 5+ years of leadership experience building and scaling global teams in a consulting or professional services environment. Proven expertise with Google Cloud’s Google Customer Engagement Services (formerly CCAI), including deep knowledge of Conversational AI, NLP, and related technologies. Track record delivering large-scale AI/ML projects for enterprise clients, especially in customer service. Strong understanding of contact center operations, customer journey mapping, and CX metrics. Excellent business acumen, communication, and stakeholder management skills. Strategic thinker with strong problem-solving abilities and collaboration skills across diverse stakeholders. What We’ll Offer

Healthcare benefits – Medical, Vision, Dental 401K matching Employee Share Purchase Plan Competitive PTO Policy Employee Assistance Program (EAP) Life & Disability Insurance And more Equal Opportunity Employer

TELUS Digital is an equal opportunity employer. All employment decisions are based on qualifications, merits, competence, and performance without regard to characteristics related to diversity. We may use the information you provide to process your application and produce tracking statistics. See TELUS Digital privacy policy for more information.

#J-18808-Ljbffr