Director – Google Customer Engagement Services Practice

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, 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.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

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

This role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MA

The Opportunity

TELUS Digital is seeking a visionary and results-driven Director, Google Customer Engagement Services (CES) Practice 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 be instrumental in building and scaling our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital remains at the forefront of AI-powered customer experience transformation. This role requires a blend of strategic thinking, deep technical understanding of Google CES products, strong business acumen, and exceptional leadership skills to inspire and empower a high-performing team.

Responsibilities

• Global Practice Leadership & Growth:
• Develop and execute the strategic roadmap for the Google CES practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries.
• Identify new business opportunities and cultivate strong relationships with key stakeholders at Google and within client organizations to expand our footprint.
• Champion the adoption of Google CES solutions, including Conversational Agents (Dialogflow, Gen AI Agents), Agent Assist, and Conversational Insights, ensuring alignment with client needs and business objectives.
• Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support.
• Establish and manage key performance indicators (KPIs) for the practice, regularly reporting on progress and demonstrating tangible business value.

• Solution Development & Innovation:
• Stay abreast of the latest advancements in Google CES, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings.
• Drive the creation of innovative solutions and accelerators built on the Google CES platform, addressing complex customer experience challenges for our clients.
• Oversee the technical architecture and delivery excellence of Google CES implementations, ensuring high quality, scalability, and adherence to best practices.
• Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques.
• Team Leadership & Development:
• Recruit, mentor, and develop a world-class team of AI specialists, conversational designers, solution architects, and delivery managers focused on Google CES.
• 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 and certifications in Google CES technologies.
• Manage resource allocation, project prioritization, and operational efficiency within the practice.
• Client Engagement & Partnership:
• Act as a trusted advisor to clients, understanding their business challenges and translating them into effective Google CES solutions.
• Lead client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our Google CES offerings.
• Collaborate closely with TELUS Digital's sales, marketing, and other delivery teams to ensure seamless go-to-market strategies and integrated client solutions.

Competencies

• Bachelor's degree in Computer Science, Engineering, Business, or a related field. MBA or advanced degree is a significant asset.
• 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 building and scaling high-performing teams, ideally within a global consulting or professional services environment.
• Proven expertise and hands-on experience with Google Customer Engagement Services (formerly CCAI), including deep knowledge of:
• 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.

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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