Manager, Delivery - CX AI

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, Africa, 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.

Location & Flexibility

Our Manager, Delivery - CX AI, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity 3 days weekly. This role can be located in Charlottesville, VA, Columbus, OH, or Durham, NC.

The Opportunity

As a Manager, Delivery - CX AI, you’ll partner with engineering and product leaders to drive contact center and customer experience technology programs from start to finish. We seek an experienced delivery lead with exceptional program management skills who is comfortable connecting the dots across many stakeholders to drive business value. You’ll lead a cross-functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers, and is highly client-facing, requiring confidence leading executive discussions, delivering governance forums, and working in complex stakeholder environments.

Responsibilities

• Lead end-to-end delivery of business-critical contact center and customer experience technology solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams.

• Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting.

• Provide strong program leadership to cross-functional, globally distributed onshore and offshore delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement.

• Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical.

• Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones.

• Plan and execute structured knowledge transfer and transition-to-sustainment activities between delivery teams and long-term operations or client support organizations, ensuring no-surprise handoffs and operational readiness.

• Operate within structured release cadences and governance rituals, including weekly status reporting, release readiness reviews, production support escalation, and executive reporting to program sponsors.

• Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding.

• Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center’s evolving needs and the team's working style.

• Encourage and lead an engaging team environment that celebrates wins, learns from setbacks, and fosters a sense of shared purpose.

• Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the te