Director, Conversational AI Agents

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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.

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

• 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 industries.
• Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high‑quality conversational AI solutions.
• Identify new business opportunities and cultivate strong relationships with key partners and client stakeholders 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 delivered solutions, regularly reporting on progress and demonstrating tangible business value.

• 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 to address 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.
• Foster a culture of 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, conversational designers, solution architects, and delivery managers.
• Provide strong technical and strategic leadership, fostering a collaborative, high‑performance, client‑centric team environment.
• Develop and implement training programs to ensure the team possesses the 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, understanding their business challenges and translating them into effective Conversational AI solutions.
• Lead client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our Conversational AI offerings.
• Collaborate closely with TELUS Digital’s sales, marketing, and other delivery teams to ensure seamless go‑to‑market strategies and integrated client solutions.

• 10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions.
• 5+ years of leadership experience leading and mentoring a development and delivery team of Conversational Architects, ideally within a global consulting or professional services environment.
• Proven expertise and hands‑on experience in leading the design,…