Director, Google Customer Engagement Services Practice

Job Description

<p><h3>Overview</h3><p>Join to apply for the <b>Director, Google Customer Engagement Services Practice</b> role at <b>TELUS Digital</b></p><p>This role operates remotely in the United States or Canada or can be based in major North American offices: Charlottesville, VA; Durham, NC; Columbus, OH; and Boston, MA.</p><h3>The Opportunity</h3><p>TELUS Digital is seeking a visionary and results-driven <b>Director, Google Customer Engagement Services (CES) Practice</b> to lead the growth and expansion of our global Google CES capabilities. This is a pivotal leadership role within our Global AI team, responsible for shaping our strategy, driving innovation, and delivering exceptional value to our clients through the intelligent application of Google's cutting-edge AI technologies for customer engagement. You will build and scale our capabilities in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital remains at the forefront of AI-powered customer experience transformation. This role requires strategic thinking, deep technical understanding of Google CES products, strong business acumen, and exceptional leadership to inspire a high-performing team.</p><p>Responsibilities include leading the Google CES practice, driving growth, and ensuring delivery excellence across the lifecycle of solutions from design to delivery and ongoing optimization.</p><h3>Responsibilities</h3><ul><li>Global Practice Leadership & Growth:</li><ul><li>Develop and execute the strategic roadmap for the Google CES practice within TELUS Digital's Global AI team, driving growth in revenue, market share, and client adoption across industries.</li><li>Identify new business opportunities and cultivate relationships with Google and client stakeholders to expand our footprint.</li><li>Champion adoption of Google CES solutions (Dialogflow, Gen AI Agents, Agent Assist, and Conversational Insights) aligned with client needs and business objectives.</li><li>Lead the full lifecycle of solution development and delivery from conceptualization to implementation, optimization, and ongoing support.</li><li>Establish and manage KPIs for the practice and report progress demonstrating business value.</li></ul><li>Solution Development & Innovation:</li><ul><li>Stay current with Google CES, generative AI, NLP, and related technologies; integrate new capabilities into offerings.</li><li>Drive the creation of innovative solutions and accelerators on the Google CES platform to address complex client challenges.</li><li>Oversee architecture and delivery excellence for Google CES implementations, ensuring quality, scalability, and best practices.</li><li>Foster a culture of continuous learning and experimentation within the team.</li></ul><li>Team Leadership & Development:</li><ul><li>Recruit, mentor, and develop a world-class team of AI specialists, conversational designers, solution architects, and delivery managers focused on Google CES.</li><li>Provide strong technical and strategic leadership; create a collaborative, high-performance, client-centric environment.</li><li>Develop training programs to ensure team skills and certifications in Google CES technologies.</li><li>Manage resource allocation, project prioritization, and operational efficiency within the practice.</li></ul><li>Client Engagement & Partnership:</li><ul><li>Act as a trusted advisor to clients, translating business challenges into effective Google CES solutions.</li><li>Lead client presentations, workshops, and demonstrations; articulate the value of Google CES offerings.</li><li>Collaborate with TELUS Digital's sales, marketing, and delivery teams to ensure seamless go-to-market strategies and integrated client solutions.</li></ul></ul><h3>Qualifications & Competencies</h3><ul><li>Bachelor's degree in Computer Science, Engineering, Business, or related field. MBA or advanced degree is an asset.</li><li>10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles with focus on AI/ML solutions.</li><li>5+ years of leadership experience building and scaling high-performing teams in a global consulting or professional services environment.</li><li>Proven expertise with Google Customer Engagement Services (formerly CCAI), including deep knowledge of the platform.</li><li>Demonstrated track record delivering large-scale AI/ML projects for enterprise clients, especially in customer service.</li><li>Strong understanding of contact center operations, customer journey mapping, and CX metrics.</li><li>Excellent business acumen to identify client needs, develop value propositions, and drive revenue growth.</li><li>Exceptional communication, presentation, and interpersonal skills; ability to engage executive stakeholders and technical teams.</li><li>Ability to influence and collaborate across diverse stakeholders; strategic thinker with problem-solving orientation.</li></ul><h3>Equal Opportunity Employer</h3><p>At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. Hiring decisions are based on qualifications, merits, competence, and performance without regard to any characteristic related to diversity. We will only use the information you provide to process your application and to produce tracking statistics. We do not request sensitive personal data.</p><p>For more information on how we use your information, see our Privacy Policy.</p><h3>What We'll Offer</h3><p>In addition to a great culture and opportunities for growth, this position is eligible for the following benefits:</p><ul><li>Healthcare benefits - Medical, Vision, Dental</li><li>Retirement Savings Matching</li><li>Competitive PTO Policy</li><li>Employee Assistance Program (EAP)</li><li>Life & Disability Insurance</li><li>And more!</li></ul><p><strong>Annual Performance Bonus</strong> This position is eligible for an annual performance bonus based on personal, division, and company performance. Salary bands are provided for base salary and may be adjusted for market and internal needs. Annual Base Salary Range (Performance Bonus Eligible): <br/> <b>$148,000 — $185,000 CAD</b></p><h3>Seniority level</h3><ul><li>Director</li></ul><h3>Employment type</h3><ul><li>Full-time</li></ul><h3>Job function</h3><ul><li>Other</li></ul><h3>Industries</h3><ul><li>IT Services and IT Consulting</li></ul><p>Referrals increase your chances of interviewing at TELUS Digital. Sign in to set job alerts for related roles.</p></p>
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