TELUS Digital
Director, Google Customer Engagement Services Practice
TELUS Digital, Columbus, Ohio, United States, 43224
Overview
TELUS Digital is seeking a visionary and results-driven Director, Google Customer Engagement Services (CES) Practice to lead the growth and expansion of our global Google CES capabilities. This is a pivotal leadership role within our Global AI team, responsible for shaping strategy, driving innovation, and delivering value to clients through Google’s AI technologies for customer engagement. You will build and scale our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital remains at the forefront of AI-powered customer experience transformation. This role requires strategic thinking, deep technical understanding of Google CES products, strong business acumen, and exceptional leadership to inspire a high-performing team. Location: This role can operate remotely in the United States or Canada or be based in one of our major North American office locations — Charlottesville, VA; Durham, NC; Columbus, OH; or Boston, MA. 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; champion the adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, Conversational Insights) aligned with client needs; lead the full lifecycle of solution development and delivery; establish and manage KPIs and report progress. Solution Development & Innovation: Stay abreast of Google CES, generative AI, NLP, and related technologies; drive the creation of innovative solutions and accelerators; oversee technical architecture and delivery excellence; foster a culture of continuous learning and experimentation. Team Leadership & Development: Recruit, mentor, and develop AI specialists, designers, solution architects, and delivery managers; provide strategic leadership; develop training programs for Google CES skills and certifications; manage resource allocation and operational efficiency. Client Engagement & Partnership: Act as a trusted advisor to clients, translate business challenges into Google CES solutions; lead client presentations and solution demonstrations; collaborate with sales, marketing, and other delivery teams for integrated go-to-market strategies. Qualifications
Bachelor's degree in Computer Science, Engineering, Business, or related field; MBA or advanced degree is a strong asset. 10+ years of technology consulting, digital transformation, or customer experience experience with a focus on AI/ML solutions. 5+ years of leadership experience building and scaling high-performing teams in a global setting. Proven expertise with Google Customer Engagement Services (formerly CCAI) and deep knowledge of related Google CES components. Demonstrated track record delivering large-scale AI/ML projects for enterprise clients, particularly in customer service; strong understanding of contact center operations and customer journey mapping. Excellent business acumen, communication, presentation, and stakeholder management skills. Strategic thinker with problem-solving orientation and ability to influence across diverse teams and external partners. Equal Opportunity
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to a diverse and inclusive workplace. All employment decisions are based on qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use information provided to process applications and for tracking statistics. See our Privacy Policy for details. What We’ll Offer
In addition to a great culture and opportunities for growth, this position is eligible for benefits and compensation as outlined below. Healthcare benefits - Medical, Vision, Dental 401K matching Employee Share Purchase Plan Competitive PTO Policy Employee Assistance Program (EAP) Life & Disability Insurance And more Annual Performance Bonus:
Eligible for an annual bonus based on personal, division, and company performance. Salary ranges are provided for market alignment and pay equity. Base Salary Range (Performance Bonus Eligible):
$158,000 — $198,000 USD
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TELUS Digital is seeking a visionary and results-driven Director, Google Customer Engagement Services (CES) Practice to lead the growth and expansion of our global Google CES capabilities. This is a pivotal leadership role within our Global AI team, responsible for shaping strategy, driving innovation, and delivering value to clients through Google’s AI technologies for customer engagement. You will build and scale our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital remains at the forefront of AI-powered customer experience transformation. This role requires strategic thinking, deep technical understanding of Google CES products, strong business acumen, and exceptional leadership to inspire a high-performing team. Location: This role can operate remotely in the United States or Canada or be based in one of our major North American office locations — Charlottesville, VA; Durham, NC; Columbus, OH; or Boston, MA. 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; champion the adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, Conversational Insights) aligned with client needs; lead the full lifecycle of solution development and delivery; establish and manage KPIs and report progress. Solution Development & Innovation: Stay abreast of Google CES, generative AI, NLP, and related technologies; drive the creation of innovative solutions and accelerators; oversee technical architecture and delivery excellence; foster a culture of continuous learning and experimentation. Team Leadership & Development: Recruit, mentor, and develop AI specialists, designers, solution architects, and delivery managers; provide strategic leadership; develop training programs for Google CES skills and certifications; manage resource allocation and operational efficiency. Client Engagement & Partnership: Act as a trusted advisor to clients, translate business challenges into Google CES solutions; lead client presentations and solution demonstrations; collaborate with sales, marketing, and other delivery teams for integrated go-to-market strategies. Qualifications
Bachelor's degree in Computer Science, Engineering, Business, or related field; MBA or advanced degree is a strong asset. 10+ years of technology consulting, digital transformation, or customer experience experience with a focus on AI/ML solutions. 5+ years of leadership experience building and scaling high-performing teams in a global setting. Proven expertise with Google Customer Engagement Services (formerly CCAI) and deep knowledge of related Google CES components. Demonstrated track record delivering large-scale AI/ML projects for enterprise clients, particularly in customer service; strong understanding of contact center operations and customer journey mapping. Excellent business acumen, communication, presentation, and stakeholder management skills. Strategic thinker with problem-solving orientation and ability to influence across diverse teams and external partners. Equal Opportunity
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to a diverse and inclusive workplace. All employment decisions are based on qualifications, merits, competence and performance without regard to any characteristic related to diversity. We will only use information provided to process applications and for tracking statistics. See our Privacy Policy for details. What We’ll Offer
In addition to a great culture and opportunities for growth, this position is eligible for benefits and compensation as outlined below. Healthcare benefits - Medical, Vision, Dental 401K matching Employee Share Purchase Plan Competitive PTO Policy Employee Assistance Program (EAP) Life & Disability Insurance And more Annual Performance Bonus:
Eligible for an annual bonus based on personal, division, and company performance. Salary ranges are provided for market alignment and pay equity. Base Salary Range (Performance Bonus Eligible):
$158,000 — $198,000 USD
#J-18808-Ljbffr