Director, Conversational AI Agents

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.

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.

• 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.

• 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…