TELUS Digital
TELUS - Caterpillar
Manager,Delivery-CXAI
Neural analysis suggests this role is
optimal for Senior candidates.
“Manager, Delivery - CX AI at TELUS Digital. Skills: delivery, program management, stakeholder management. Lead end-to-end delivery of contact center technology solutions.. Own program-level governance for CCaaS engagements.”
Industry & Context.
connecting the dots across many stakeholders; assess, escalate, and communicate technical or process risks and issues; proactively identifying opportunities; overcoming obstacles
Some travel to clients and other offices, highly client-facing
What They're Looking For.
Must Have
7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead, or Program Manager., Experience in deploying and maintaining contact center solutions (e. g. , Genesys, Amazon Connect, Five9, Google CES, or modern agent-facing and AI-enabled customer experience platforms), and comfort communicating the business case for change decisions and long-term value for investment., Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover., financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track, Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders., An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers., An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals., Experience delivering AI-enabled customer experience products and operating in an AI-forward delivery environment, with a track record of championing AI adoption and modern tooling across teams., Demonstrated experience leading globally distributed delivery teams across onshore and offshore partner models and multiple time zones, with the ability to set cadence, quality bar, and ways of working consistently across locations.
Nice to Have
Experience in telecommunications, financial services, healthcare, or another regulated enterprise environment is preferred, with awareness of vendor risk, third-party security posture, and enterprise compliance considerations when integrating platforms and services., Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus.
What You'll Do.
Lead end-to-end delivery of contact center technology solutions.
Own program-level governance for CCaaS engagements.
Provide program leadership to cross-functional teams.
Champion effective communication across internal audiences.
Drive and govern Agile and hybrid delivery lifecycles.
Plan and execute knowledge transfer activities.
Operate within structured release cadences.
Manage project-level budgets
Be a flexible and adaptive leader.
Encourage and lead an engaging team environment.
Show a high degree of agency.
How You'll Work.
Team & Collaboration
Partner with engineering and product leaders.; Lead a cross-functional team.; Foster collaboration across globally distributed teams.; Align internal stakeholders on enterprise business goals.; Partner closely with architects and engineers.
Communication Scope
Champion effective communication; delivering timely and tailored updates; translating technical solutions for business and executive audiences; confidence leading executive discussions; delivering governance forums; expert communicator; run workshops; structured meetings; align internal stakeholders; communicate technical or process risks and issues
Process & Methodology
program management, project management, change management, dependency management, risk management, issue management, change control, delivery status reporting, Agile, hybrid delivery, budget management, resource planning, variance management
Full Job Description
WHO WE ARE Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, 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 co
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