Senior Manager, Digital CX & AI

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, 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

This role will be in a hybrid working capacity (3 days a week in the office) based in our Bucharest, Romania office.

THE OPPORTUNITY

As Senior Manager, Digital CX & AI, you will be a senior delivery and practice leader within TELUS Digital’s Global CX organization, reporting directly to the CX & AI Director as part of the Digital CX leadership team. You will lead the technical transformation of enterprise-scale customer experience environments, partnering closely with clients to translate business priorities into long-standing, technology-enabled outcomes.

This role sits at the intersection of CX platforms, data ecosystems, and applied AI. You will shape solution strategy, oversee complex delivery programs, and guide teams through end-to-end execution, from architecture and integration through build, rollout, and value realization. In doing so, you will support a portfolio of large clients and be accountable for delivery quality, commercial outcomes, and long-term client partnerships. Success in this role requires the ability to balance strategic thinking with hands-on technical leadership while operating comfortably in complex, multi-stakeholder enterprise environments.

Your work will span digital CX implementations, platform modernization, systems integration, and custom software development, with a strong emphasis on leveraging Data and Generative AI to drive measurable improvements in operational KPIs. Beyond client delivery, you will contribute to the evolution of TELUS Digital’s CX & AI practice by mentoring senior talent, refining delivery standards, shaping offerings, and helping scale repeatable solutions across regions and industries.

RESPONSIBILITIES

• Partner with Architects, CX Strategists, Operation Leaders, and Delivery teams to plan, design, and implement AI-driven solutions that enable meaningful digital and operational transformation.
• Build, lead, and scale high-performing, cross-functional squads focused on identifying and delivering opportunities that improve core CX and operational KPIs, drive revenue growth, and reduce cost across client operations.
• Own delivery excellence across engagements by maintaining strong, consistent communication with project and squad leaders, ensuring progress against milestones, high-quality execution, client satisfaction, and long-term account growth.
• Provide senior technical leadership by guiding strategic decisions across architecture, integration, data, and AI, and by evaluating solution trade-offs in service of durable, high-impact client outcomes.
• Apply deep client-services judgment to resolve complex challenges related to scope, design, architecture, delivery approach, and operating models in enterprise environments.
• Deliver clear, tailored communication to engineering teams, product and marketing partners, operational leaders, and executive stakeholders.
• Create, own, and communicate holistic delivery plans that align teams around shared goals, timelines, and success metrics, driving coordinated and convergent execution.
• Oversee the formation, allocation, and scaling of project teams, proactively identifying resourcing needs and growth opportunities as engagements evolve.
• Lead, mentor, and develop globally distributed teams and leaders across multiple disciplines, fostering strong collaboration, accountability, and technical excellence.
• Promote sustainable delivery practices that balance team health with a strong focus on achieving client objectives and measurable business outcomes.

QUALIFICATIONS

• 10+ years of experience in Data & AI and/or software engineering, with a proven track record as a technical leader and people manager in a client-services or consulting environment, including agile delivery governance.
• Experience leading large-scale AI and/or CX transformation initiatives spanning data, AI, and software, from discovery and solution design through delivery and value realization.
• Proven success leading large, globally distributed, multi-disciplinary teams across engineering, data, AI, and CX functions.
• Strong understanding of Generative AI and its enterprise applications, with the ability to assess fit, articulate trade-offs, and link initiatives to measurable ROI and business outcomes.
• Demonstrated ability to lead complex programs with multi-layered scope, engaging confidently and empathetically with senior client stakeholders and executive sponsors.
• Experienced technical problem-solving experience across CX ecosystems, including CCaaS, CRM, WFM, and integration platforms, with the ability to communicate issues clearly across teams.
• Exceptional communication and facilitation skills, including leading executive workshops and structured alignment sessions around enterprise goals and delivery plans.
• Fluency in spoken and written English.

BONUS POINTS

• Demonstrated leadership in data and AI transformation initiatives that drove organizational change and increased enterprise maturity.
• Experience leading CX systems integration programs involving platforms such as Genesys, Five9, NICE, Salesforce, Zendesk, or SAP, as well as enterprise knowledge and content platforms.
• Has prior experience operating within CX environments, with strong working knowledge of contact center KPIs (e.g., AHT, FCR, CSAT, conversion, cost-to-serve)

EQUAL OPPORTUNITY EMPLOYER

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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