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TELUS Digital · 3 hours ago

Director, Conversational AI Agents

Charlottesville, VA

Full-time

Hybrid

Director/Executive

$158K/yr - $198K/yr

10+ years exp

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. They are seeking a visionary Director of Conversational AI Agents to lead the growth and expansion of their global Conversational AI practice, focusing on strategic innovation and exceptional client value through AI technologies.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

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 various industries

Lead the delivery and development team of Conversational Architects, designers, and developers in building complex, high-quality conversational AI solutions (e.g., Virtual Assistants, Chatbots, Voicebots)

Identify new business opportunities and cultivate strong relationships with key partners, stakeholders, and within 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, focusing on platform-agnostic best practices

Establish and manage key performance indicators (KPIs) for the practice and the 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, addressing 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 for Conversational Architects

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, and 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

Qualification

Conversational AINatural Language ProcessingAI/ML SolutionsTeam LeadershipClient EngagementBusiness AcumenTechnical ArchitectureCommunication SkillsProblem-SolvingMentoringCollaboration

Required

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, development, and delivery of large-scale, enterprise-level conversational AI solutions (e.g., chatbots, voicebots, virtual assistants)

Deep knowledge of conversational AI best practices, including natural language processing (NLP), intent recognition, entity extraction, conversational flow design, and Generative AI for agents

Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain

Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics

Excellent business acumen with the ability to identify client needs, develop compelling value propositions, and drive revenue growth

Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams

Proven ability to influence and collaborate across diverse internal and external stakeholders

Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges

Bachelor's degree in Computer Science, Engineering, Business, or a related field. An MBA or advanced degree is a significant asset