TELUS Digital
Telus Digital is a leading digital product consultancy and the digital division of Telus, one of Canada’s largest telecommunications providers.
Our mission is to design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.
In January 2023, Telus Digital acquired WillowTree, expanding our service offerings across Customer Experience and Digital Solutions.
We operate globally across North America, South America, Central America, Europe, and APAC, supporting clients with services in Digital Product Consulting, Digital Marketing, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
Position: Senior Director, CX Transformation Location: Remote in the United States or Canada, or based in one of our major North American offices (Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA; Toronto, ON; Vancouver, CA).
Overview We are seeking an executive who will lead and scale our global Contact Center as a Service (CCaaS) practice.
The Senior Director will develop innovative service offerings, build high‑performance teams, manage strategic vendor alliances, and drive measurable outcomes for clients across industries.
Responsibilities Develop, Lead, and Scale the CCaaS practice
Define and evolve CCaaS service offerings that align with market demand 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 for repeatable, high‑quality engagements.
Strategic Planning and Execution
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 maintain alignment with corporate objectives.
Own end‑to‑end practice‑level P&L accountability, focusing on financial performance and scalability.
Partner & Vendor Relationship Management
Build and nurture strategic alliances with leading CCaaS platform providers (Genesys, Five9, Zendesk, Google C.E.S., Amazon Connect, eGain, Verint).
Establish joint go‑to‑market plans to drive co‑sell and co‑delivery opportunities.
Represent the firm in partner councils, roadmap discussions, and executive summits.
Client Engagement and Delivery
Oversee key client engagements to ensure successful delivery and measurable outcomes.
Partner with Delivery directors to advise on best practices and incorporate learnings into the GTM plan.
Act as an executive sponsor when required and conduct client advisory sessions and CX audits.
CX Vision and Thought Leadership
Create a cross‑capability vision and offering to accelerate digitization of CX (contact center modernization, agentic AI, CX audits, process optimization, agent training, telephony).
Stay ahead of industry trends and publish thought leadership at conferences, webinars, and industry forums.
Serve as a trusted advisor to client executives on CX transformation strategy.
Practice Operations & Governance
Establish governance frameworks for consistent project execution, quality assurance, risk management, and post‑implementation reviews.
Implement performance metrics and KPIs for team utilization, client satisfaction, delivery excellence, and innovation.
Optimize delivery models—balancing onshore/offshore teams, automation, and repeatable assets—to improve margins and scalability.
Innovation & IP Development
Lead development of proprietary tools, accelerators, and solution blueprints that differentiate the firm.
Foster a culture of innovation and emerging technology adoption (AI, RPA, GenAI, IVA).
Identify and incubate new service lines, such as managed CCaaS services and AI operations.
Advise on AI‑driven customer experience solutions (chatbots, virtual agents, sentiment analysis, predictive analytics).
Cross‑Functional Collaboration
Partner with other capability leads (AI/ML, analytics, digital strategy, managed services) to create integrated CX offerings.
Collaborate with Sales, Marketing, and Alliances to support pre‑sales efforts, account planning, and pipeline growth.
Work with HR and Talent Acquisition to define competency models and global hiring plans for the CCaaS team.
Client Success & Lifetime Value
Develop programs to increase client lifetime value—renewal, upsell, and expansion opportunities.
Support long‑term account growth by identifying new opportunities within existing clients.
Qualifications
15+ years in contact center transformation, consulting, or related CX roles, with leadership experience managing large teams and P&L responsibility.
Proven track record of delivering large‑scale CCaaS implementations and transformation projects with business outcomes.
Experience leading CCaaS transformation across multiple verticals (financial services, healthcare, retail, telecommunications).
Deep knowledge of CX digitization, contact center modernization, agent training, and process optimization.
Strong understanding of contact center technologies, AI applications, and digital channels.
Experience with major CCaaS platforms (Genesys, Five9, Zendesk, Google C.E.S., Amazon Connect); expertise in vendor partnership management.
Understanding of regulatory requirements in contact center operations.
Experience in developing and executing go‑to‑market strategies; proven P&L management driving revenue growth.
Strategic thinking and ability to develop long‑term plans.
Excellent communication skills—ability to simplify complex information for senior stakeholders.
Robust attention to detail and commitment to high‑quality delivery.
Executive presence with the ability to influence C‑level stakeholders.
Professional services or consulting environment experience is preferred.
Equal Opportunity Employer 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.
Benefits
Healthcare benefits – Medical, Vision, Dental
401(k) matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability Insurance
Additional benefits through the TELUS Digital umbrella.
Annual Performance Bonus This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance.
The range displayed is only the annual base salary.
Annual performance bonus targets are determined by job level, not individual circumstances.
Annual Base Salary Range (Performance Bonus Eligible): $168,000 - $210,000 USD.
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Our mission is to design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.
In January 2023, Telus Digital acquired WillowTree, expanding our service offerings across Customer Experience and Digital Solutions.
We operate globally across North America, South America, Central America, Europe, and APAC, supporting clients with services in Digital Product Consulting, Digital Marketing, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
Position: Senior Director, CX Transformation Location: Remote in the United States or Canada, or based in one of our major North American offices (Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA; Toronto, ON; Vancouver, CA).
Overview We are seeking an executive who will lead and scale our global Contact Center as a Service (CCaaS) practice.
The Senior Director will develop innovative service offerings, build high‑performance teams, manage strategic vendor alliances, and drive measurable outcomes for clients across industries.
Responsibilities Develop, Lead, and Scale the CCaaS practice
Define and evolve CCaaS service offerings that align with market demand 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 for repeatable, high‑quality engagements.
Strategic Planning and Execution
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 maintain alignment with corporate objectives.
Own end‑to‑end practice‑level P&L accountability, focusing on financial performance and scalability.
Partner & Vendor Relationship Management
Build and nurture strategic alliances with leading CCaaS platform providers (Genesys, Five9, Zendesk, Google C.E.S., Amazon Connect, eGain, Verint).
Establish joint go‑to‑market plans to drive co‑sell and co‑delivery opportunities.
Represent the firm in partner councils, roadmap discussions, and executive summits.
Client Engagement and Delivery
Oversee key client engagements to ensure successful delivery and measurable outcomes.
Partner with Delivery directors to advise on best practices and incorporate learnings into the GTM plan.
Act as an executive sponsor when required and conduct client advisory sessions and CX audits.
CX Vision and Thought Leadership
Create a cross‑capability vision and offering to accelerate digitization of CX (contact center modernization, agentic AI, CX audits, process optimization, agent training, telephony).
Stay ahead of industry trends and publish thought leadership at conferences, webinars, and industry forums.
Serve as a trusted advisor to client executives on CX transformation strategy.
Practice Operations & Governance
Establish governance frameworks for consistent project execution, quality assurance, risk management, and post‑implementation reviews.
Implement performance metrics and KPIs for team utilization, client satisfaction, delivery excellence, and innovation.
Optimize delivery models—balancing onshore/offshore teams, automation, and repeatable assets—to improve margins and scalability.
Innovation & IP Development
Lead development of proprietary tools, accelerators, and solution blueprints that differentiate the firm.
Foster a culture of innovation and emerging technology adoption (AI, RPA, GenAI, IVA).
Identify and incubate new service lines, such as managed CCaaS services and AI operations.
Advise on AI‑driven customer experience solutions (chatbots, virtual agents, sentiment analysis, predictive analytics).
Cross‑Functional Collaboration
Partner with other capability leads (AI/ML, analytics, digital strategy, managed services) to create integrated CX offerings.
Collaborate with Sales, Marketing, and Alliances to support pre‑sales efforts, account planning, and pipeline growth.
Work with HR and Talent Acquisition to define competency models and global hiring plans for the CCaaS team.
Client Success & Lifetime Value
Develop programs to increase client lifetime value—renewal, upsell, and expansion opportunities.
Support long‑term account growth by identifying new opportunities within existing clients.
Qualifications
15+ years in contact center transformation, consulting, or related CX roles, with leadership experience managing large teams and P&L responsibility.
Proven track record of delivering large‑scale CCaaS implementations and transformation projects with business outcomes.
Experience leading CCaaS transformation across multiple verticals (financial services, healthcare, retail, telecommunications).
Deep knowledge of CX digitization, contact center modernization, agent training, and process optimization.
Strong understanding of contact center technologies, AI applications, and digital channels.
Experience with major CCaaS platforms (Genesys, Five9, Zendesk, Google C.E.S., Amazon Connect); expertise in vendor partnership management.
Understanding of regulatory requirements in contact center operations.
Experience in developing and executing go‑to‑market strategies; proven P&L management driving revenue growth.
Strategic thinking and ability to develop long‑term plans.
Excellent communication skills—ability to simplify complex information for senior stakeholders.
Robust attention to detail and commitment to high‑quality delivery.
Executive presence with the ability to influence C‑level stakeholders.
Professional services or consulting environment experience is preferred.
Equal Opportunity Employer 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.
Benefits
Healthcare benefits – Medical, Vision, Dental
401(k) matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability Insurance
Additional benefits through the TELUS Digital umbrella.
Annual Performance Bonus This position is eligible for an annual performance bonus based on personal, division/business unit, and company performance.
The range displayed is only the annual base salary.
Annual performance bonus targets are determined by job level, not individual circumstances.
Annual Base Salary Range (Performance Bonus Eligible): $168,000 - $210,000 USD.
#J-18808-Ljbffr