TELUS Digital
Director, Conversational AI Agents
TELUS Digital, Charlottesville, Virginia, United States, 22904
Director, Conversational AI Agents
Join our team at
TELUS Digital , a leading digital product consultancy and the digital division of TELUS. We design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.
Location:
Work From Near (Hybrid) in a US office or Work From Anywhere (Remote) with travel to clients and TELUS Digital offices expected.
The Opportunity TELUS Digital is seeking a visionary and results‑driven
Director, Conversational AI Agents
leader to support the growth and expansion of our global Conversational AI Agents Practice. This pivotal leadership role within our Global AI team involves shaping strategy, driving innovation, and delivering exceptional value to clients through the intelligent application of AI technologies for customer experience.
You will be instrumental in building and scaling expertise in Conversational Agents, designing and delivering complex virtual assistant solutions, and leading a team of talented Conversational Architects and developers. This role requires strategic thinking, deep technical understanding of conversational AI platforms, strong business acumen, and exceptional leadership skills.
Responsibilities
Develop and execute the strategic roadmap for the Conversational AI Agent practice within TELUS Digital's Global AI team, driving growth in revenue, market share, and client adoption.
Lead the delivery and development team of Conversational Architects, designers, and developers in building high‑quality conversational AI solutions (e.g., virtual assistants, chatbots, voicebots).
Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and client organizations to expand our footprint.
Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support.
Establish and manage KPIs for the practice and delivered solutions, regularly reporting progress and demonstrating tangible business value.
Stay abreast of the latest advancements in conversational AI platforms, generative AI, NLP, and broader customer engagement technologies; integrate new capabilities into our offerings.
Drive the creation of innovative, platform‑agnostic conversational solutions and accelerators addressing complex customer experience challenges.
Oversee technical architecture and delivery excellence of Conversational AI implementations, ensuring quality, scalability, and adherence to best practices.
Foster continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting‑edge techniques.
Recruit, mentor, and develop a world‑class team of Conversational Architects, AI specialists, designers, solution architects, and delivery managers.
Provide strong strategic leadership, fostering a collaborative, high‑performance, client‑centric environment.
Develop and implement training programs to equip the team with necessary skills in conversational AI design, architecture, and development.
Manage resource allocation, project prioritization, and operational efficiency within the practice.
Act as a trusted advisor to clients, translating business challenges into effective Conversational AI solutions.
Lead client presentations, workshops, and demonstrations, articulating the value proposition of our Conversational AI offerings.
Collaborate closely with TELUS Digital's sales, marketing, and delivery teams to ensure seamless go‑to‑market strategies and integrated client solutions.
Competencies
10+ years in technology consulting, digital transformation, or customer experience roles, focused on AI/ML solutions.
5+ years of leadership experience mentoring a development and delivery team of Conversational Architects in a global consulting environment.
Proven expertise in designing, developing, and delivering large‑scale, enterprise‑level conversational AI solutions.
Deep knowledge of conversational AI best practices, including NLP, intent recognition, entity extraction, flow design, and generative AI for agents.
Track record of successfully delivering large‑scale AI/ML projects for enterprise clients, especially in customer service.
Strong understanding of contact center operations, customer journey mapping, and key customer‑experience metrics.
Excellent business acumen; ability to identify client needs, develop compelling value propositions, and drive revenue growth.
Exceptional communication, presentation, and interpersonal skills; ability to engage executive‑level stakeholders and technical teams.
Proven ability to influence and collaborate across diverse stakeholders.
Strategic thinker with strong problem‑solving orientation and ability to navigate complex business challenges.
Bachelor's degree in Computer Science, Engineering, Business, or related field. MBA or advanced degree a significant asset.
Bonus Points
Experience with Google Customer Engagement Services (formerly CCAI), including Dialogflow ES/CX.
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 produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.
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!
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 Base Salary Range (Performance Bonus Eligible):
$158,000 – $198,000 USD
Job Details Seniority level:
Director
Employment type:
Full‑time
Job function:
Sales and Business Development
Industries:
IT Services and IT Consulting
Get notified about new Agent jobs in
Charlottesville, VA .
#J-18808-Ljbffr
TELUS Digital , a leading digital product consultancy and the digital division of TELUS. We design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.
Location:
Work From Near (Hybrid) in a US office or Work From Anywhere (Remote) with travel to clients and TELUS Digital offices expected.
The Opportunity TELUS Digital is seeking a visionary and results‑driven
Director, Conversational AI Agents
leader to support the growth and expansion of our global Conversational AI Agents Practice. This pivotal leadership role within our Global AI team involves shaping strategy, driving innovation, and delivering exceptional value to clients through the intelligent application of AI technologies for customer experience.
You will be instrumental in building and scaling expertise in Conversational Agents, designing and delivering complex virtual assistant solutions, and leading a team of talented Conversational Architects and developers. This role requires strategic thinking, deep technical understanding of conversational AI platforms, strong business acumen, and exceptional leadership skills.
Responsibilities
Develop and execute the strategic roadmap for the Conversational AI Agent practice within TELUS Digital's Global AI team, driving growth in revenue, market share, and client adoption.
Lead the delivery and development team of Conversational Architects, designers, and developers in building high‑quality conversational AI solutions (e.g., virtual assistants, chatbots, voicebots).
Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and client organizations to expand our footprint.
Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support.
Establish and manage KPIs for the practice and delivered solutions, regularly reporting progress and demonstrating tangible business value.
Stay abreast of the latest advancements in conversational AI platforms, generative AI, NLP, and broader customer engagement technologies; integrate new capabilities into our offerings.
Drive the creation of innovative, platform‑agnostic conversational solutions and accelerators addressing complex customer experience challenges.
Oversee technical architecture and delivery excellence of Conversational AI implementations, ensuring quality, scalability, and adherence to best practices.
Foster continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting‑edge techniques.
Recruit, mentor, and develop a world‑class team of Conversational Architects, AI specialists, designers, solution architects, and delivery managers.
Provide strong strategic leadership, fostering a collaborative, high‑performance, client‑centric environment.
Develop and implement training programs to equip the team with necessary skills in conversational AI design, architecture, and development.
Manage resource allocation, project prioritization, and operational efficiency within the practice.
Act as a trusted advisor to clients, translating business challenges into effective Conversational AI solutions.
Lead client presentations, workshops, and demonstrations, articulating the value proposition of our Conversational AI offerings.
Collaborate closely with TELUS Digital's sales, marketing, and delivery teams to ensure seamless go‑to‑market strategies and integrated client solutions.
Competencies
10+ years in technology consulting, digital transformation, or customer experience roles, focused on AI/ML solutions.
5+ years of leadership experience mentoring a development and delivery team of Conversational Architects in a global consulting environment.
Proven expertise in designing, developing, and delivering large‑scale, enterprise‑level conversational AI solutions.
Deep knowledge of conversational AI best practices, including NLP, intent recognition, entity extraction, flow design, and generative AI for agents.
Track record of successfully delivering large‑scale AI/ML projects for enterprise clients, especially in customer service.
Strong understanding of contact center operations, customer journey mapping, and key customer‑experience metrics.
Excellent business acumen; ability to identify client needs, develop compelling value propositions, and drive revenue growth.
Exceptional communication, presentation, and interpersonal skills; ability to engage executive‑level stakeholders and technical teams.
Proven ability to influence and collaborate across diverse stakeholders.
Strategic thinker with strong problem‑solving orientation and ability to navigate complex business challenges.
Bachelor's degree in Computer Science, Engineering, Business, or related field. MBA or advanced degree a significant asset.
Bonus Points
Experience with Google Customer Engagement Services (formerly CCAI), including Dialogflow ES/CX.
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 produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy.
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!
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 Base Salary Range (Performance Bonus Eligible):
$158,000 – $198,000 USD
Job Details Seniority level:
Director
Employment type:
Full‑time
Job function:
Sales and Business Development
Industries:
IT Services and IT Consulting
Get notified about new Agent jobs in
Charlottesville, VA .
#J-18808-Ljbffr