TELUS Digital · 20 hours ago
Associate Principal, CX Application Strategy
Durham, NC
Full-time
Hybrid
Senior Level, Lead/Staff
$140K/yr - $200K/yr
3+ years expTELUS Digital is an award-winning digital product consultancy that designs transformative customer experiences. They are seeking an experienced Associate Principal, CX Application Strategy, to drive digital/AI transformation initiatives within their global contact center operations, working closely with CX strategy and AI product teams.
Information Technology & Services
Responsibilities
Help clients figure out front-end application & UX features to enable Digital CX strategy, including defining AI tools and how their success will be measured
Collaborate with CX Strategy, Data & AI, CCaaS, and Product teams to develop a repeatable maturity framework with which to assess tech/AI implementation readiness for TELUS Digital contact center clients
Test and refine the tech/AI maturity framework with contact center clients across 2-3 select industries
Identify and prioritize tech/AI opportunities to enhance customer experience, improve operational outcomes, and/or drive customer value
Work with Product teams to deploy tech/AI solutions at prioritized contact center clients
Provide input into the CX Product roadmap and consistently feed new product features into CX strategy engagements
Ensure that there is a clear tech/AI architecture vision where prioritized tech/AI solutions can be effectively deployed and integrated (i.e., articulate the high-level technology architecture solution, gaps, and recommended actions to fill)
Collaborate with cross-functional teams to keep enablement collateral (ex, sales) up-to-date and relevant
Stay up-to-date on tech/AI trends in the contact center, educating and inspiring the organization and clients with the ‘art of the possible.’
Qualification
Required
3+ years of experience in management consulting, product, and/or technology strategy
Proficient in tech/AI stack considerations for contact centers (e.g., customer experience management tools, CRM systems, analytics platforms, CCaaS, etc.) as well as integration requirements for deploying new tech/AI solutions into existing tech stack
Strong strategic and analytical skills, with the ability to quantify the business value of tech/AI solutions
Excellent verbal and written communication skills, with the ability to influence and engage stakeholders at all levels
Intellectual curiosity and desire to keep up with the ‘latest and greatest' improvements in contact center tech/AI
Preferred
ZenDesk, Amazon Connect, Twilio, Intercom, or NiCE experience is highly preferred
Company
TELUS Digital
TELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jeff Puritt
President & CEO
Beth Howen
Chief Transformation Officer
Recent News
2025-11-14
Company data provided by crunchbase