TELUS Digital
Senior Manager, Conversational Agents - Google CES
TELUS Digital, Boston, Massachusetts, us, 02298
Senior Manager, Conversational Agents - Google CES
Apply for the
Senior Manager, Conversational Agents - Google CES
role at TELUS Digital. This is a key leadership position within the Global AI team, responsible for advancing practice strategy, driving solution excellence, and enabling exceptional client outcomes through the application of Google’s AI technologies for customer engagement.
Location This role will 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; Boston, MA.
Responsibilities
Support the execution of the Google CES strategic roadmap within TELUS Digital’s Global AI team, driving adoption and measurable business impact.
Partner with senior leadership to identify new opportunities and build strong relationships with Google and client stakeholders.
Promote the adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, and Conversational Insights) to align with client objectives.
Oversee delivery of end‑to‑end solutions, from design through implementation and optimization.
Track and report on key performance indicators (KPIs), highlighting practice progress and client impact.
Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities.
Contribute to the development of innovative solutions and accelerators on the Google CES platform, ensuring delivery excellence and solution scalability.
Lead, coach, and develop a team of AI specialists, solution architects, and delivery managers.
Provide technical and strategic guidance to ensure project success and professional growth.
Serve as a trusted partner to clients, translating business challenges into effective Google CES solutions.
Lead workshops, presentations, and solution demos that clearly articulate business value.
Collaborate with sales, marketing, and delivery teams to align go‑to‑market strategies and ensure seamless client delivery.
Competencies
Bachelor’s degree in Computer Science, Engineering, Business, or related field; advanced degree is an asset.
5+ years of experience in technology consulting, digital transformation, or customer experience, with a focus on AI/ML solutions.
3–5 years of leadership experience managing teams and delivering enterprise‑scale projects.
Practical expertise with Google Customer Engagement Services (formerly CCAI).
Proven success delivering AI/ML‑powered customer engagement or contact center solutions.
Strong understanding of customer experience design, contact center operations, and key CX metrics.
Strong business acumen with the ability to identify opportunities and support revenue growth.
Excellent communication and presentation skills for both executive and technical audiences.
Collaborative leadership style with the ability to influence across diverse stakeholders.
Problem‑solver with a practical orientation and ability to manage complex client needs.
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. We will only use the information you provide to process your application and to produce tracking statistics.
Benefits
Healthcare benefits – Medical, Vision, Dental
401K matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability InsuranceAnd more
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. To maintain equity across the business, bonus targets are determined by job level, not individual circumstances.
Annual Base Salary Range (Performance Bonus Eligible): $124,800 – $156,000 USD.
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Senior Manager, Conversational Agents - Google CES
role at TELUS Digital. This is a key leadership position within the Global AI team, responsible for advancing practice strategy, driving solution excellence, and enabling exceptional client outcomes through the application of Google’s AI technologies for customer engagement.
Location This role will 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; Boston, MA.
Responsibilities
Support the execution of the Google CES strategic roadmap within TELUS Digital’s Global AI team, driving adoption and measurable business impact.
Partner with senior leadership to identify new opportunities and build strong relationships with Google and client stakeholders.
Promote the adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, and Conversational Insights) to align with client objectives.
Oversee delivery of end‑to‑end solutions, from design through implementation and optimization.
Track and report on key performance indicators (KPIs), highlighting practice progress and client impact.
Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities.
Contribute to the development of innovative solutions and accelerators on the Google CES platform, ensuring delivery excellence and solution scalability.
Lead, coach, and develop a team of AI specialists, solution architects, and delivery managers.
Provide technical and strategic guidance to ensure project success and professional growth.
Serve as a trusted partner to clients, translating business challenges into effective Google CES solutions.
Lead workshops, presentations, and solution demos that clearly articulate business value.
Collaborate with sales, marketing, and delivery teams to align go‑to‑market strategies and ensure seamless client delivery.
Competencies
Bachelor’s degree in Computer Science, Engineering, Business, or related field; advanced degree is an asset.
5+ years of experience in technology consulting, digital transformation, or customer experience, with a focus on AI/ML solutions.
3–5 years of leadership experience managing teams and delivering enterprise‑scale projects.
Practical expertise with Google Customer Engagement Services (formerly CCAI).
Proven success delivering AI/ML‑powered customer engagement or contact center solutions.
Strong understanding of customer experience design, contact center operations, and key CX metrics.
Strong business acumen with the ability to identify opportunities and support revenue growth.
Excellent communication and presentation skills for both executive and technical audiences.
Collaborative leadership style with the ability to influence across diverse stakeholders.
Problem‑solver with a practical orientation and ability to manage complex client needs.
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. We will only use the information you provide to process your application and to produce tracking statistics.
Benefits
Healthcare benefits – Medical, Vision, Dental
401K matching
Employee Share Purchase Plan
Competitive PTO Policy
Employee Assistance Program (EAP)
Life & Disability InsuranceAnd more
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. To maintain equity across the business, bonus targets are determined by job level, not individual circumstances.
Annual Base Salary Range (Performance Bonus Eligible): $124,800 – $156,000 USD.
#J-18808-Ljbffr