Senior Director, CX Transformation

Overview

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Senior Director, CX Transformation

role at

TELUS Digital . This role will operate remotely in the United States or Canada

OR

be based out of one of TELUS Digital’s major North American office locations: Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA; Toronto, ON; or Vancouver, CA. We are seeking a visionary and results-driven leader to lead and scale our global Contact Center as a Service (CCaaS) practice. This executive will develop innovative service offerings, build high-performance teams, manage strategic vendor alliances, and drive measurable business outcomes for clients across industries. The candidate will bring deep expertise in contact center transformation, CX digitization, and CCaaS platform deployment, with a strategic mindset and leadership acumen to drive growth and operational excellence at scale. As a thought leader in the CX space, you will shape the future of customer interactions and collaborate with cross-functional teams and C-level executives to create market offerings and services that encompass end-to-end digital solutions from Data & AI, Enterprise Platforms, Application Modernization, and Cloud Transformation to drive CX initiatives. Responsibilities

Develop, Lead, and Scale the CCaaS practice Establish, define, and evolve the CCaaS service offerings aligned with market demand, vendor capabilities, industries, and client needs Build a global, multidisciplinary team of business consultants, technical architects, implementation leads, and support specialists Establish standardized methodologies, delivery frameworks, accelerators, and tools to ensure repeatable, high-quality engagements Develop and execute go-to-market strategies, including solution packaging, pricing, and sales enablement Drive year-over-year growth in bookings, revenue, and margin Lead strategic planning cycles and ensure alignment with corporate objectives Own end-to-end practice-level P&L accountability with a focus on financial performance and scalability Build and nurture strategic alliances with leading CCaaS platform providers (Genesys, Five9, Zendesk, Google Cloud CX, Amazon Connect, eGain, Verint) Establish joint go-to-market plans with platform vendors to drive co-sell and co-delivery opportunities Represent the firm in partner councils, roadmap discussions, and executive summits Oversee key client engagements to ensure successful delivery and measurable outcomes Partner with Delivery directors to advised on best practices and learnings and incorporate into the GTM plan Act as an executive sponsor when required Conduct client advisory sessions and CX audits Create a cross-capability vision and offering aimed at accelerating the digitization of CX, including modernization of the contact center, agentic AI, CX audits, process optimization, agent training, and telephony Stay ahead of industry trends in contact center AI, automation, digital channels, workforce engagement, and CX strategy Publish thought leadership and represent the firm at conferences, webinars, and industry forums Qualifications

15+ years of experience in contact center transformation, consulting, or related CX transformation roles, including leadership experience managing large teams with P&L responsibility Proven track record of delivering large-scale CCaaS implementations and transformation projects with measurable business outcomes Experience leading CCaaS transformation across multiple verticals (financial services, healthcare, retail, telecommunications) Knowledge of CX digitization, including contact center modernization, agent training, and process optimization Strong understanding of CX industry trends and best practices Deep understanding of contact center technologies, AI applications, and digital channels Ability to translate business challenges into technology-driven CX solutions Experience with major CCaaS platforms (Genesys, Five9, Zendesk, Google Cloud CX, Amazon Connect) and vendor partnership management Understanding of regulatory requirements in contact center operations Experience in developing and executing go-to-market strategies; proven P&L management with track record of driving revenue growth Strategic thinking and ability to develop and execute long-term plans Ability to simplify complex information and present compelling recommendations Executive presence with the ability to influence C-level stakeholders Experience in a professional services or consulting environment preferred Equal Opportunity Employer

We are an equal opportunity employer committed to creating a diverse and inclusive workplace. All employment decisions are based on qualifications, merit, competence, and performance. We will only use the information you provide to process your application and to produce tracking statistics. For more information on how we use your information, see our Privacy Policy. What We Offer

Healthcare benefits - Medical, Vision, Dental 401K matching Employee Share Purchase Plan Competitive PTO Policy Employee Assistance Program (EAP) Life & Disability Insurance And more Annual Base Salary Range

$168,000 - $210,000 USD

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