Director, Conversational AI Agents

Who We Are

Welcome to TELUS Digital – where innovation drives impact at a global scale. As an award‑winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end‑to‑end expertise across eight core service areas:
Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in‑store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are – all backed by the secure infrastructure and scale of our multi‑billion‑dollar parent company.

This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of our US offices OR in a Work From Anywhere (Remote) capacity with travel to clients and TELUS Digital offices expected.

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 is a pivotal leadership role within our Global AI team, responsible for shaping our strategy, driving innovation, and delivering exceptional value to our clients through the intelligent application of AI technologies for customer experience.

You will be instrumental in building and scaling our expertise in Conversational Agents, designing and delivering complex virtual assistant solutions, and leading a team of talented Conversational Architects and developers. This role requires a blend of strategic thinking, deep technical understanding of conversational AI platforms, strong business acumen, and exceptional leadership skills to inspire and empower a high‑performing team.

• Global Practice Leadership & Growth:
  • Develop and execute the strategic roadmap for the Conversational AI Agent practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries.
  • Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high‑quality conversational AI solutions (e.g., Virtual Assistants, Chatbots, Voicebots).
  • Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and within 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, focusing on platform‑agnostic best practices.
  • Establish and manage key performance indicators (KPIs) for the practice and the delivered solutions, regularly reporting on progress and demonstrating tangible business value.
• Solution Development & Innovation:
  • Stay abreast of the latest advancements in conversational AI platforms, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings.
  • Drive the creation of innovative, platform‑agnostic conversational solutions and accelerators, addressing complex customer experience challenges for our clients.
  • Oversee the technical architecture and delivery excellence of Conversational AI implementations, ensuring high quality, scalability, and adherence to best practices for Conversational Architects.
  • Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting‑edge techniques.
• Team Leadership & Development:
  • Recruit, mentor, and develop a world‑class team of Conversational Architects, AI specialists, conversational designers, solution architects, and delivery managers.
  • Provide strong technical and strategic leadership, fostering a collaborative, high‑performance,…